AMELIA AGHWANA-
LinkedIn
Lagos,Nigeria.
Professional Summary
Experienced Customer Service professional with a strong understanding of service delivery and
demonstrated proficiency in multitasking. Committed to cultivating and sustaining professional
relationships to enhance profitability and achieve business objectives.
Experience
Customer Service Representative
Lilac Street Lashes
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April, 2022 – October, 2023
Conducted product consultations with customers to determine their needs and recommend
the best product for them, achieving top satisfaction survey scores.
Met and surpassed daily productivity goals, including answering live chats within a 5-minute
handling time while achieving a response rate of 80% within an 8 hours shift.
Meticulously documented customer issues and information with the use of Gorgias and
Shopify.
Collaborated with the marketing and content creation team to produce educational tutorial
materials to help customers with purchase decisions, product use and maintenance.
Technical Support Engineer
Tek Experts Nigeria
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October, 2020 – June, 2022
Served as a primary point of contact to Technical Support Advocates, and provided advanced
specialized support and long-term solutions for clients, resulting in a customer satisfaction
rate of about 80%.
Conducted on-boarding training for 10 new hires on company-specific policies, procedures
and compliance guidelines.
Collaborated across teams to provide support as needed to resolve customer problems on
products like M365, and Windows 8-11.
Handled advanced troubleshooting and provided solutions to Network Windows Server
Installation, Windows Activation, Setup, and Configuration.
Controlled critical issues by setting the right expectations, formulating and executing action
plans, and communicating progress and updates to all involved parties.
Vendor Success Officer
Jumia Nigeria
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March, 2019 – May, 2020
Answered approximately 100-150 calls per day within a 3-minute handling time while using a
polite and professional manner to gather information and pinpoint customer needs
High vendor satisfaction was achieved by using active listening and effective communication
skills to understand clients’ needs, educate sellers on updated policies and processes, and tailor
solutions to their needs.
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Promoted sales of products and services to vendors by educating them on the long-term
benefits of sponsored ads to their online store.
Documented seller information accurately and comprehensively in Salesforce.
Brand Manager
Kafumukache Limited
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January, 2017 – May, 2018
Produced the company’s publicity materials and compiled the needed materials for the
company’s presentations.
Organized events such as product launches, exhibitions, and photo shoots.
Planned publicity strategic campaigns and recommended the most suitable options.
Analyzed the success of publicity campaigns and complied detailed reports.
Customer Service Intern
Guaranty Trust Bank PLC
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September, 2016 – December, 2016
Addressed a variety of complex customer inquiries, including those related to financial
matters.
Assisted customers in making well-informed decisions about their financial needs.
Contributed to team success by actively participating in daily meetings and fostering strong
teamwork.
SKILLS
Excellent Communication Skills || Microsoft Office || CRM Systems (Gorgias, Zendesk, Rave,
Freshdesk) || Event Coordination || Team Collaboration || Patience || Empathy
EDUCATION
Bachelor of Science, Mass Communication
Covenant University, Ota, Ogun State.
