Open to opportunities

Emmanuela Ekwueme

@emmanuelaekwueme

Message

Empathetic Customer Care Representative focused on enhancing service excellence.

Nigeria

Message

What I'm looking for

I am seeking a full-time or part-time remote customer care role that values service excellence and offers opportunities for professional growth.

I am an empathetic and result-oriented Customer Care Representative with hands-on experience in handling diverse customer inquiries and providing effective solutions. My strong communication skills enable me to engage with clients across multiple channels, ensuring a seamless service experience. I am proficient in using various CRM systems, including HubSpot, Zendesk, and Salesforce, to manage client interactions and maintain high satisfaction levels.

In my current role as a Customer Care Volunteer at EcoPalm Industries, I have maintained a 95% customer response rate and contributed to a 20% increase in overall customer satisfaction scores. My proactive approach has led to a 30% reduction in escalations through improved first-call resolution and a 25% acceleration in resolution time. I am committed to enhancing customer loyalty and continuously improving service delivery through data analysis and process improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Volunteer

Current

EcoPalm Industries

Mar 2025 - Present (6 months)

Maintained a 95% customer response rate within service level targets and contributed to a 20% increase in overall customer satisfaction scores. Reduced escalations by 30% through improved first-call resolution and accelerated resolution time by 25% through proactive follow-up.

Customer Service CRM Software Conflict Resolution Active Listening Time Management

Education

Degrees, certifications, and relevant coursework

Career Crafters Academy

Certification, Customer Relationship Management

2025 - 2025

Activities and societies: Gained expertise in understanding customer behavior, needs, and lifestyle touchpoints. Developed skills in upselling, cross-selling, and maintaining long-term client relationship. Applied customer data to identity trends and contribute to service improvement initiatives.

Completed a Customer Relationship Management Certification at Career Crafters Academy. Trained in using HubSpot, Salesforce, and Zendesk for customer tracking, case management, and personalized support.

University of Nigeria Nsukka

Bachelor of Science (B.Sc.), Nutrition and Dietetics

2016 - 2021

Studied Nutrition and Dietetics at the University of Nigeria Nsukka. Gained comprehensive knowledge in the field, preparing for a career in health and wellness.