Dian Adaeze Osondu-Aneke
Customer Service Specialist
Dublin
Summary
Customer-focused professional with 3+ years’ experience in telecom, sales, and operations. Skilled in managing 80+ daily client interactions via phone, email, and chat with a 95% satisfaction rate. Proficient in CRM systems, SLA compliance, and cross-functional collaboration. Recognized for problem-solving, KPI achievement, and building long-term customer relationships in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MTN Nigeria
07.2022 - 08.2024
- Resolved 70+ daily customer inquiries via phone, email, and live chat, achieving a 98% customer satisfaction rating and exceeding company benchmarks.
- Delivered an 85% first-contact resolution (FCR) rate by applying active listening, problem-solving, and conflict-resolution skills.
- Supported over 1,500 customers monthly with billing, product, and network-related issues, ensuring compliance with MTN service-level agreements (SLAs).
- Utilized CRM tools and ticketing systems to log, track, and escalate cases, improving team efficiency and reducing response time by 20%.
- Mentored and trained 10+ new customer service agents, enhancing onboarding efficiency and contributing to a 15% reduction in customer churn.
Customer success and Business operation specialist
Philson Electronics
08.2021 - 04.2022
- Delivered personalized support to over 800+ customers monthly, maintaining a 95% customer satisfaction score across makeup and electronic product lines.
- Increased repeat purchases by 20% year-over-year through proactive customer success strategies, upselling, and loyalty program management.
- Processed and fulfilled an average of 300+ product orders weekly, ensuring accurate transactions, timely delivery, and a 98% error-free rate.
- Coordinated cross-functional operations with sales and logistics teams, reducing delivery time by 15% and improving overall customer experience.
- Analyzed customer feedback and operational data to identify service gaps, leading to a 10% decrease in product return rates and higher retention.
Sales Representative
Nike Lake Resort Enugu, Nigeria
02.2019 - 03.2020
- Assisted and engaged with an average of 100+ guests daily, providing personalized product and service recommendations that boosted customer satisfaction scores to 95%.
- Consistently exceeded monthly sales targets by 15–20%, contributing to a 12% increase in overall resort revenue.
- Processed payments and managed point-of-sale (POS) transactions for 500+ customers weekly, maintaining a 99% accuracy rate.
- Resolved guest inquiries and complaints on accommodations, services, and amenities, achieving an 85% first-contact resolution rate.
- Collaborated with the marketing and events team to promote resort packages, leading to a 10% growth in repeat customer bookings.
Education
Master of Science - International Business Management
Griffith College Dublin
Dublin, Ireland01-2025
BSc. - Home Science and management
University of Nigeria Nsukka
Nigeria01-2021
Skills
- Sales tools: CRM systems (salesforce), Microsoft Excel, outbound calling, campaign management, SLA Compliance
- Technical Skills: Troubleshooting Electronics/Telecom Products, Refund Processing, Excel and Microsoft Outlook, Microsoft word, Microsoft Azure
- Soft Skills: Cross-Functional Collaboration, self-starter, strategic planning, Fluent in English, Intercultural Communication, problem solving
- Industry Exposure: Telecommunications, Consumer Electronics, Automated Services, Hospitality
Certification
Microsoft Azure-900 (In progress)
Accomplishments
- Recipient of the 'General Leadership' & 'Promising Young Leader Award' - University of Nigeria Nsukka (2020)
- Recognized for consistently exceeding customer service performance targets.
Timeline
Customer Service Representative
MTN Nigeria
07.2022 - 08.2024
Customer success and Business operation specialist
Philson Electronics
08.2021 - 04.2022
Sales Representative
Nike Lake Resort Enugu, Nigeria
02.2019 - 03.2020
Master of Science - International Business Management
Griffith College Dublin
BSc. - Home Science and management
University of Nigeria Nsukka
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