Shopify, UltraCart, WooCommerce, BigCommerce, Magento, Wix eCommerce
Christopher Egbombah
Customer Experience | Support & Success | Data-Driven & People-Focused
Nicosia
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Success / Sales Representative
Stonehenge Health LLC
06.2023 - 03.2025
- Leveraged in-depth product knowledge to drive customer understanding and engagement, increasing customer satisfaction and loyalty.
- Responded to customer inquiries promptly, enhancing overall customer experience and fostering positive relationships.
- Streamlined order processing, managing payments and logistics to ensure timely deliveries, reducing customer wait times by 15%.
- Identified opportunities for cross-selling and upselling, contributing to a 10% increase in sales month-over-month.
- Guided customers through the online purchasing process, resulting in a 20% decrease in abandoned carts.
- Adapted communication style to address customer concerns, resolving issues quickly and improving satisfaction scores.
- Collaborated with other departments to resolve complex customer issues, ensuring solutions were delivered efficiently.
- Managed returns and exchanges, ensuring smooth processing and customer satisfaction with a 98% success rate in returns handling.
- Exceeded monthly sales targets consistently, maintaining the top sales position each month.
- Proactively verified orders and followed up with customers, boosting trust and retention by 12%.
- Enhanced email and chat communication, resulting in a 25% improvement in response time and overall customer satisfaction.
Customer Support Officer
Debt Center America LLC
03.2023 - 06.2023
- Built strong customer relationships through effective communication, leading to increased customer trust and satisfaction.
- Specialized in debt resolution, offering tailored solutions to address customers' financial needs and improving their financial stability.
- Ensured compliance with industry regulations by liaising between the company and customers, mitigating potential legal risks.
- Educated customers on debt management strategies, contributing to a 20% increase in customer retention.
- Provided expert advice on financial literacy, empowering customers to make informed decisions about their finances.
- Advised customers on compliance matters, ensuring all interactions adhered to industry standards and regulations.
- Utilized tools like Zendesk, Zoho, and AWS to streamline customer service processes, improving response times by 15%.
- Leveraged Amazon Marketing Services to enhance customer engagement, resulting in improved service visibility.
USA Operations Customer Support
Insurance Supermarket International Inc.
08.2022 - 02.2023
- Delivered exceptional customer service through inbound/outbound calls, emails, and chat support, resolving issues with a focus on customer satisfaction and conflict resolution.
- Maintained accurate records of customer interactions, ensuring seamless follow-up and a 20% improvement in customer retention.
- Utilized extensive product knowledge to provide informed responses, helping customers navigate digital life insurance options and services.
- Demonstrated compliance with industry standards, ensuring all interactions were in line with company and regulatory requirements.
- Handled a high volume of customer inquiries, improving response time by 15% through the use of Salesforce, Zendesk, and Freshdesk.
- Supported lead generation efforts by identifying potential opportunities during customer interactions, contributing to a 10% increase in new business.
- Collaborated with cross-functional teams using tools like Zoom and AWS to enhance service delivery and streamline communication.
Canada Operations Customer Support
Specialty Life Insurance
06.2022 - 09.2022
- Consistently exceeded performance targets, achieving top call handling times and high first-call resolution rates, contributing to increased customer satisfaction.
- Engaged in continuous professional development to enhance technical expertise and improve customer service delivery.
- Maintained in-depth knowledge of company policies, products, and procedures to ensure accurate and timely information for customers.
- Collaborated with cross-functional teams to resolve complex customer issues, driving process improvements and optimizing service delivery.
- Utilized tools such as Zendesk, Freshdesk, and Aircall to streamline communication and improve response efficiency.
Education
Bachelor of Science - Tourism and Hospitality Management
Near East University
Near East Boulevard, 99138, Nicosia, Cyprus. 05.2021 - 02.2025
Skills
Customer service
Customer retention abilities
Customer relationship building
Retention strategies
Relationship management
Objection handling
Contact follow-up
Product and service sales
Sales expertise
Upselling and cross-selling
Closing sales
Closing techniques
Value-based selling
Lead generation
Prospecting and telemarketing
B2B and B2C sales
Online sales strategies
Account management
Negotiation tactics
Win-loss analysis
On-site product demonstrations
Complex problem-solving
Technical product knowledge
Systems and software expertise
Staff training
Regulatory compliance
CRM proficiency
Records management
Accomplishments
- Collaborated with a team of 6 colleagues in the successful development of a streamlined customer onboarding project at Stonehenge Health. Introduced the use of AI integrated with the knowledge base to automate answers to common inquiries, significantly reducing agent workload across Kustomer CRM’s chat and email channels.
- Used Microsoft Excel to develop inventory tracking spreadsheets at Stonehenge Health, improving stock accuracy and reducing shortages, especially during a case involving contaminated supplements. Data from customer feedback helped track affected batches and supported the product development team in improving quality control.
- Supervised a team of 4 staff members, providing hands-on training and mentorship to improve performance and workflow.
- Consistently exceeded sales targets at Stonehenge Health, selling over $40,000 worth of natural health supplements monthly. Ranked as the top agent based on customer satisfaction (CSAT), call per hour (CPH), sales performance, and achieved the highest average order value (AOV) of $154.85.
Software
Kustomer, Zendesk, Freshdesk, LiveAgent, Intercom, Help Scout, Zoho Desk
Dialpad, Zoom, Microsoft Teams, Google Meet, Slack, RingCentral, Skype, Cisco Webex, GoToMeeting
Microsoft Excel, Word & PowerPoint Google Sheets, Google Docs
Recharge, Loop Returns, FlavourCloud, Afterpay, Klarna, PayPal, Stripe, Bold Commerce, Yotpo, Affirm, ShipBob
Interests
Reading, traveling, photography, culinary arts, music, and chess Actively involved in community projects and continuously working on communication skills Stay updated on market trends to support ongoing personal and professional growth in customer success and sales
Timeline
Customer Success / Sales Representative
Stonehenge Health LLC
06.2023 - 03.2025
Customer Support Officer
Debt Center America LLC
03.2023 - 06.2023
USA Operations Customer Support
Insurance Supermarket International Inc.
08.2022 - 02.2023
Canada Operations Customer Support
Specialty Life Insurance
06.2022 - 09.2022
Bachelor of Science - Tourism and Hospitality Management
Near East University
05.2021 - 02.2025
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