Gladys O.
Senior Customer Service Manager
Open to offersNew to PlatformAbout
Gladys B. has over five years of experience as a Customer Service Representative, adept at providing exceptional client support while fostering strong relationships. Her career spans roles at M&G Supply, De VAST Luxury Apartments, and Food & More, where she excelled in Conflict Resolution and Escalation Management and enhanced customer satisfaction by implementing feedback and staff training initiatives. As a Customer Service Assistant Manager at Food & More, she reduced complaint escalation by 35% and drove a 20% increase in customer retention through effective communication strategies. Previously, she effectively handled over 50 inquiries daily and boosted product sales via Upselling Techniques at De VAST Luxury Apartments. Gladys holds a B.Ed. in Guidance and Counselling from the University of Calabar and commands proficiency in Microsoft Office, customer engagement platforms, and Report Preparation. She is proficient in using CRM Tools and has a Diploma in Infotech, making her a versatile professional in customer support and client relations.
Experience
Customer Service Assistant Manager
Food & More · 2024 — 2025Handled over 40 customer inquiries daily with a focus on empathy and professionalism. Led initiatives to reduce complaint escalation by 35% through effective communication. Recommended service enhancements by identifying service gaps, contributing to an increase in returning customers through consistent follow-ups. Provided training on customer service standards for two interns.Customer Service Representative
De VAST Luxury Apartments · 2023 — 2024Addressed 70% of complaints successfully on the first contact, reducing the rate of repeat issues. Managed over 50 daily inquiries through various channels including phone, email, and in-person. Employed upselling techniques that contributed to a 15% increase in product sales and enhanced prioritization methods to decrease customer waiting time by 30%. Ensured accurate records of all customer interactions were maintained.Customer Service Manager
M&G Supply · 2020 — 2023Oversaw more than 60 daily customer interactions while providing timely and courteous responses. Enhanced customer satisfaction through systematic feedback mechanisms and staff training initiatives. Decreased complaint volumes by 50% by establishing effective escalation and resolution methods. Played a key role in improving customer retention by 20% through personalized follow-up strategies.
Skills & Expertise
Education
- Bachelor of Education in Guidance and CounsellingUniversity of Calabar
- National Certificate in Education, Business EducationCross River State College of Education
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