Peggy Ngwa Nforbi
Linthicum Heights
Summary
A dedicated and customer-focused professional with a proven track record of delivering exceptional service. A problem-solver at heart with a passion for continuous learning. I am interested in pursuing a Customer Service Representative position which will engage and leverage my strong problem-solving skills, and my ability to navigate challenging circumstances to achieve resolution for all parties involved.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Redmop Group
12.2022 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolve customer complaints effectively with empathy, resulting in increased loyalty and repeat business.
- Handle customer inquiries and suggestions courteously and professionally.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listen to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintain and present custom reports and dashboards in Salesforce.
- Answer constant flow of customer calls with minimal wait times.
- Process customer service orders promptly to increase customer satisfaction.
- Participate in team meetings and training sessions to stay informed about product updates and changes.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborate with team members to develop best practices for consistent customer service delivery.
- Contribute to sales growth by upselling products and services based on individual customer requirements.
- Track customer service cases and updated service software with customer information.
- Foster a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participate in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Legal Assistant | Salesforce Associate
BABILA LAW
07.2019 - 11.2022
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulation
- Reviewed and managed data using ‘Litify’ platform built on Salesforce and assisted the service desk team with troubleshooting Tier I & II tickets.
- Maintained and presented custom reports and dashboards in Salesforce.
- Provided first level contact for Tier I and Tier II desk-side, phone, remote,and email support for old and new clients.
- Oversaw an independent caseload of 20-40 clients monthly.
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
Education
Bachelor of Science - Communications
University Of Buea
Buea08.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry, Data Analytics
- Problem Resolution
- Call center experience
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Team Development
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Staff Training
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
Redmop Group
12.2022 - Current
Legal Assistant | Salesforce Associate
BABILA LAW
07.2019 - 11.2022
Bachelor of Science - Communications
University Of Buea
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