Akanno Destiny

AKANNO, DESTINY SYLVIA - -  Delta State, Nigeria  https://www.linkedin.com/in/destinyakanno-49ab50163 PROFESSIONAL SUMMARY Enthusiastic Customer Support Specialist and Virtual Assistant with over five years of experience, eager to contribute to team success through hard work, attention to detail, and excellent organizational skills with a clear understanding of customer support, conflict resolution, sales, marketing, social media management, marketing strategies, executive support, and customer satisfaction: Motivated to learn, grow and excel in a fast-paced industry. SKILLS Excellent communication skills (written and verbal) Problem-solving & Troubleshooting Customer Relationship Management Microsoft & Google Suite Technical Skills CRM Systems (Zendesk, Intercom, Dialer, Hubspot, Salesforce, etc) Customer Service (Email, Phone and Live chat) Cold calling & Appointment Scheduling Sales & Marketing Executive Support EXPERIENCE January 2021 - May 2022 Virtual Assistant [Freelance] Digital Witch Support Community, Lagos State, Nigeria Responded to participants' queries for prompt resolution and this reduced negative feedback for the Organization. Built and continually optimized the onboarding communication strategy for newly acquired Clients in the organization and this promptly resolved all customers' complaints while improving sales. Scheduled meetings and overall administrative tasks for the executive. Promptly escalated all customer's complaints to the appropriate department based on the company's Service Level Agreement. Managed all aspects of the email production workflow including the development of the email calendar, email production, scheduling, and delivery. Resolved all customers' complaints and updated the CRM system within the organization's best practices. - Solved complex customer complaints within the shortest time by asking insightful questions that could resolve customers' complaints and ensure customer satisfaction. Ensured prompt resolution and escalation of all customer's complaints. June 2018 November 2020 Front Desk Officer Armed Forces Simulation Centre, Kaduna State, Nigeria Professionally respond to incoming and outgoing calls from visitors to the facility. Promptly resolved all visitor's complaints within the organizational Service Level Agreement. Prepared and submitted several status reports, highlighting trends and general areas of interest and concern. Ensured the smooth daily operation of the military base. Provided general administrative support to the manager while abiding by the organizational procedures. May 2016 April 2018 Sales Development Representative Brighter Star Freight Agency, Onitsha, Nigeria Professionally made and received over 100 cold and warm calls to potential customers to create awareness about the available products. Used my excellent oral and written communication skills and I was able to organize my work activity using online scheduling software, group texting, Zoom, Slack, and others. Ensured the efficient and smooth day-to-day operation of work activities. Cold called merchants to enquire about product availability and the distribution channel. Tracked all sales activities in the company's CRM system and follow up on leads. Initiated required action for response to customer service requests for order purchase, changes, including customer information, and communicated changes to the appropriate departments. Effectively track all customers' orders for effective delivery devoid of delay or error. Coordinated with other team members and departments to optimize the sales effort. Tracked and traced all packages and ensured accountability of all orders. Supplied management with reports on customer needs, problems, interests, competitive activities, and potential for new products. Achieved both weekly and monthly sales targets. Recorded all customers' details, and sales, and successfully shipped orders and delivery in the CRM system such as Intercom, Salesforce, Gohighlevel, and others. November 2013 January 2016 Customer Support Specialist Blessed Chris Company, Onitsha, Nigeria Called prospective leads with CRM systems like Hubspot and salesforce to sell products to both inbound and outbound leads. Answered incoming calls from prospective customers. Promptly resolved all customers' complaints with the organizational standard level agreement. Used scripts to provide information about the commodity’s features, prices, etc. Persuaded the customer to buy by demonstrating how the available products meet their needs. Recorded the customer’s personal information accurately in the CRM system. Engaged in online research, data entry, presentation, and documentation for the Executive Director of the organization. EDUCATION- Heritage Polytechnic, Akwa-Ibom State, Nigeria Higher National Diploma (HND) in Accountancy - Ibom Institute of Management And Technology, Akwa-Ibom State, Nigeria National Diploma (ND) in Banking Operation CERTIFICATIONS & AWARDS Customer Service: Problem Solving and Troubleshooting Certified by LinkedIn Learning Customer Service: Servicing Customers Through Chat and Text Certified by LinkedIn Learning LANGUAGES English Igbo REFERENCE Available on Request - ""