Chidinma Stella

Delivered high volume inbound phone, email, and chat support to students, parents, and faculty across Follett's network of 1,000+ campus bookstore locations. Resolved inquiries on textbook orders, course materials, digital access codes, and account issues, escalating complex cases as needed.

Sustained patient satisfaction scores above 96% through empathetic, accurate, and timely multi-channel support. Reduced average ticket resolution time by 22% via proactive queue management and optimized EHR documentation workflows.

Improved customer satisfaction scores by 35% within 18 months by designing a structured QA review program and personalized coaching plans for a team of 10+ representatives. Decreased average response time by 40% through strategic queue restructuring and automation.

Reduced complaint resolution time by 30% by introducing structured troubleshooting workflows and building a shared issue resolution knowledge base. Elevated customer satisfaction scores by 20% through a personalized post-resolution follow-up program.

Achieved and sustained a 95% customer satisfaction rating over two consecutive years through consistent, empathetic multi-channel engagement. Developed an SOP for technical inquiry handling that cut average resolution time by 20% and was adopted as the department-wide standard.

Completed the Zendesk for Customer Support Agents certification in 2023.

Completed the Customer Service Fundamentals certification in 2022.

Graduated with a Bachelor of Arts in Education (English) from the University of Lagos.

Completed the Call Center Operations and Etiquette certification in 2021.