Blessing Isong Akpan
Abuja, Nigeria | - |-| LinkedIn | Upwork
Dedicated and results-oriented professional with a proven track record of over 4+ years in customer service, support
and sales within diverse sectors including BPO, B2B, B2C, and eCommerce. A self-motivated team player driven
by the passion to address client concerns, convert cold leads into successful sales, and cultivate enduring
relationships with customers. Demonstrated expertise in effectively responding to customer inquiries, ensuring
customer retention, and proactively identifying opportunities for new sales. Committed to delivering exceptional
service and contributing to overall business success through a customer-centric approach.
AREAS OF EXPERTISE
• Data Entry
• Customer Onboarding
• Customer Service and Satification
• Technical and Phone Support
• Multichannel Support Agent
• Time Management
• Social Media Manager
• Proficient in CRM tools
• Virtual Assistant
PROFESSIONAL EXPERIENCE
Upwork – Freelancing
Remote
Customer Service Representative
March 2023- Present
• Successfully resolved a high volume of customer inquiries, achieving a 95% customer satisfaction rate through
efficient problem recognition, research, and resolution processes.
• Met and exceeded quality expectations consistently, resulting in a 98% positive client experience rating.
• Provided effective and timely resolution of a wide range of customer inquiries, reducing average resolution time
by 15%. Recognized for swift problem-solving skills and ability to handle complex issues with professionalism.
• Proficient in Customer Relationship Management (CRM) tools, including Notion, Crisp, Elinch, Agora Pulse to
enhance customer engagement and social media support.
Rapid Phone Center
Remote
Email and Chat Support
March 2022 – December 2022
• Oversaw an average of 300+ chat tickets weekly and maintained a 98% accuracy rate in ticket resolution.
• Reduced average response time on chat tickets by 30%, enhancing overall customer support efficiency.
• Achieved and sustained a 95% customer satisfaction rate through effective communication and problem-solving
skills.
• Navigated Shopify for order management, processed returns, issued store credits, and ensured accurate and timely
order fulfillment.
• Collaborated with the fulfillment team to address and resolve escalated issues, resulting in a 25% reduction in the
number of escalated cases.
Citizens Disability
Massachusetts, USA
Electronic Medical Record Specialist
August 2021 - July 2022
• Process health information using the company database tools like Human API, CMDS, and Vici dial.
• Handle compliancy policy inquiries through phone calls, ensuring clarity and adherence.
• Created client medical record profiles, requested and entered medical records into the database.
• Achieved a 98% accuracy rate in health information processing through the implementation of a quality assurance
program.
• Prepared and submitted medical records request, documented clients' payments: received & verified payments,
performed other clerical functions such as: faxing documents and answering phone calls.
Outsource Global
Abuja, Nigeria
Sales and Customer Representative
March 2020 - July 2021
• Managed 300+ daily inbound and outbound calls, exceeding quotas by 20%, and achieved a 25% reduction in
call resolution time, elevating customer satisfaction scores by 15%.
• Regularly attended video conferences for team meetings, achieving a 10% month-over-month improvement in
call resolution times through personalized coaching.
• Recognized as "Employee of the Month" for consistently exceeding performance goals by 15% and
demonstrating the ability to handle pressure effectively.
• Achieved a 30% reduction in escalated cases and enhanced customer satisfaction by proactively resolving issues
and successfully converting leads into sales.
Habib Yogurt Industry
Lagos, Nigeria
Sales Representative
September 2018 – February 2020
• Memorized entire line of company products & services, including prices and special discounts.
• Created new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in
cancellations
• Managed schedules to give proper coverage to required areas and meet customer service demand.
TECHNICAL EXPERIENCE
• Ticketing Systems: Zendesk, Gorgias, Notion, Freshdesk and Shopify chat
• Documentation Tools: Microsoft Office suite and Google Workspace.
• Communication Platforms: Slack, Skype, Bitrix, and Google Meet
• Customer communication tool: RingCentral, Crisp and Vici dial,
• Additional tools: Human API, Shopify, Zoho, CMDS, and Salesforce
EDUCATION
National Open University of Nigeria
B.A Mass Communication
OTHERS
Language: English (Fluent).
Abuja, Nigeria
2024
