Blessing Jacob

Blessing Jacob Lagos, Nigeria •-• -, - • LinkedIn Blessing Jacob. SUMMARY Customer Service Representative with over three years of experience delivering exceptional customer support in fast-paced environments. Demonstrated excellence in boosting customer retention by 25% through innovative follow-up strategies and achieving a 95% customer satisfaction rate by resolving inquiries and disputes. SKILLS ● Technical Skills/Tools: CRM, Data Entry, Data Management, Google Forms, LiveChat, Asana, Slack, Zoom, Trello, Microsoft 365. ● Certifications: Customer Service Skills (Alison). PROFESSIONAL EXPERIENCE OVERLAND AIRWAYS LIMITED Lagos, NG Customer Service Representative Dec 2022 - Present ● Facilitated the discovery of new airline products and services, contributing to a 20% increase in ancillary revenue and enhancing passenger satisfaction ratings by providing personalized recommendations. ● Resolved passenger issues and provided detailed product information, achieving a 90% first-contact resolution rate and reducing follow-up inquiries by 25%, thereby improving overall service efficiency. ● Acted as a vital liaison between the airline and passengers, fostering strong relationships that resulted in a 15% increase in customer loyalty scores and repeat bookings over one year. ● Addressed complex passenger questions about tickets, reservations, boarding, and luggage, streamlining processes to reduce average handling time by 30% and enhancing passenger trust. ● Collaborated closely with operations to optimize check-in processes, decreasing wait times by 15% and enhancing the overall passenger boarding experience. ● Developed and implemented a robust customer feedback system, conducting bi-monthly surveys that increased client satisfaction scores by 25%, leading to significant enhancements in the overall customer experience and service quality. DANHAUSAWA MEDIA NIGERIA Lagos, NG Customer Care Representative Aug 2020 - Jul 2022 ● Maintained a 95% customer satisfaction rate by adeptly resolving 25 daily inquiries, demonstrating effective communication in a high-pressure setting and ensuring consistent client satisfaction. ● Spearheaded team efforts reducing customer wait times by 15%, evidencing collaboration and enhancing overall service efficiency and customer experience. ● Interpreted customer feedback data to identify trends and propose process enhancements, leading to a 10% reduction in average call duration and improved service delivery. ● Led weekly team meetings, fostering a collaborative environment and boosting team morale and productivity by 10% through innovative idea contributions. ● Managed training programs for new employees, streamlining onboarding processes and reducing onboarding time by 20%, reflecting a commitment to team growth. EDUCATION KADUNA STATE UNIVERSITY B. Sc. Industrial Chemistry Kaduna, NG