Abasiofon David | Freelancer Resume

ABASIOFON DAVID Cross River Nigeria | - | mailto-| LinkedIn Profile LinkedIn Profile SUMMARY Detail-oriented and tech-savvy Customer Service Specialist with hands-on experience in live chat, email support, data analysis, and inventory coordination across hybrid and fast-paced environments. Proven ability to manage high volumes of customer inquiries with a 98% satisfaction rate, resolve complex issues, and deliver data-driven insights using tools like Excel and CRM platforms. Adept at streamlining processes, improving service delivery, and collaborating with cross-functional teams to enhance customer experience. Strong communicator with a track record of mentoring colleagues, maintaining safety compliance, and supporting continuous operational improvement. . SKILLS ● Live chat support ● Email Support ● Customer Relationship Management ● Conflict Resolution & Problem Solving ● Verbal and Written Communication ● Customer Satisfaction Optimization ● Active Listening ● First Call Resolution (FCR) ● Microsoft Excel ● Upselling & Cross-selling ● Emotional Intelligence & Empathy ● ● ● ● ● ● ● ● ● ● Google Workspace (Sheets, Docs, Gmail, etc.) Customer Retention and Engagement Process Improvement Workflow Optimization Performance tracking (KPIs, metrics) Tools: RingCentral, Zendesk, HubSpot Attention to Detail Cross-functional team collaboration SLA adherence & Ticket Management Safety and Compliance Awareness EXPERIENCE DATA ANALYST 01/2021 TO 08/2022 MAXON ENERGY LIMITED CALABAR, NIGERIA ● Translated complex energy data into clear, actionable insights to support internal teams in delivering more informed, and responsive customer service. ● Created and maintained dynamic dashboards using Excel, Power BI, and SQL to monitor service metrics, improving visibility into customer trends and support performance. ● Enhanced service efficiency by automating reporting processes, reducing response time to customer-related issues by 60%. ● Collaborate cross-functionally to ensure customer-facing teams had access to accurate data and tools needed for improved service delivery and issue resolution. ● Utilized data analysis to identify patterns in customer feedback and service requests, contributing to strategic improvements in user experience and satisfaction. ● Maintained accurate inventory records and ensured timely communication of stock levels using Google Sheets and email alerts, supporting efficient customer order fulfillment. COLD CALLER 08/2024 TO 02/2025 CELER CAPITAL CONSORTIUM- MONTREAL, QC, CANADA (REMOTE) ● Handled 500+ outbound calls daily using RingCentral to engage prospects and schedule appointments for financial service consultations. ● Consistently achieved a 15–20% appointment-setting success rate, contributing to a significant increase in monthly lead conversions. ● Built rapport quickly with cold leads through active listening, objection handling, and persuasive communication tailored to client pain points. ● Recognized for meeting and exceeding daily call targets while maintaining professionalism and compliance with data protection standards. ● Maintained daily performance logs, tracked KPIs, and adapted scripts to boost contact and conversion rates. LIVE CHAT SPECIALIST 10/2022 TO 01/2023 HOLCIM, LAFARGE NIGERIA ● Responded to an average of 100+ customer inquiries daily via live chat and email, ensuring prompt and accurate resolution of issues to drive customer satisfaction. ● Maintained a 98% customer satisfaction rating by delivering exceptional service and effectively addressing diverse customer needs in a high-volume environment. ● Utilized CRM systems and chat support platforms to document interactions, manage tickets, and follow up on unresolved concerns, enhancing service continuity and efficiency. ● Collaborated with cross-functional teams to escalate and resolve complex customer issues, contributing to improved operational workflows and customer retention. ● Proactively identified common customer pain points, and recommended process improvements, supporting continuous enhancement of the customer experience. EDUCATION Bachelor of Science: Chemistry University of Calabar 02/2023 CERTIFICATIONS ❖ Digital Witch 2024, Customer Service, and Virtual Assistant ❖ Coursera 2024, Business English Communication Skills ❖ Google Skill Shop 2024, Google Ads, and Google Analytics