Chidera Mercy Ekeh

CHIDERA MERCY EKEH --100313 Lagos State, Nigeria linkedin.com/in/ekehchidera-mercy-a CUSTOMER SUPPORT REPRESENTATIVE Resourceful and high-performing Customer Service Representative with proven experience in consumer retail and B2B environments. Skilled in using tact, diplomacy, and persuasive communication to resolve issues, strengthen client relationships, and drive business growth. Quick-thinking and goal-driven, with a record of leveraging market opportunities to boost customer satisfaction and company success. A talented negotiator with proven skills in marketing leadership and campaign management, and a successful background in accomplishing remarkable marketing achievements. SKILLS Relationship building Excellent organizational skills Exceptional interpersonal Exceptional internet research and professional skills communication skills Excellent Data Entry skills Outbound and Inbound Multitasking abilities Marketing Strategy Phone, online chat and Customer-focused email communication Results-driven Excellent negotiation skills Diplomacy and tact Tenacious Great analytical skills Team player Active listening Supervision and leadership Recruiting and Verification skills Proficiency in Google Office Suite PROFESSIONAL EXPERIENCE Customer Support Specialist (Remote/Full Time) Heroshe - Lagos, Nigeria April 2024 - Present Duties and Responsibilities Delivered timely, professional support via phone, email, and live chat, ensuring high customer satisfaction. Handled high volumes of inbound calls while maintaining quality standards and adherence to procedures. Utilized CRM tools to track interactions, document case notes, and access account information efficiently. Built strong client relationships, resulting in repeat business and positive feedback. Resolved complex issues promptly, maintaining professionalism under pressure. Gained in-depth product knowledge to offer tailored recommendations to customers. Guided users through website navigation and order placement, enhancing the user experience. Collaborated with team members to refine service practices and ensure consistent delivery. Ensured strict confidentiality of client data in line with company policies. Improved verification accuracy through detailed checks and interdepartmental coordination. Identified process inefficiencies and suggested actionable improvements to management. Customer Support Specialist (Remote/Full Time) SeedStars- Lendigo/Quickcheck - Lagos, Nigeria March 2023 - March 2024 Duties and Responsibilities Handled customer inquiries on products, company information, and account issues. Provided technical support for app/website issues and escalated as needed. Drove revenue growth by identifying upsell opportunities and expanding the client base. Managed a portfolio of accounts, ensuring smooth verification, onboarding, communication, and issue resolution. Delivered focused presentations to key accounts, highlighting value and securing commitments. Boosted client retention through tailored account strategies and regular reviews. Built lasting customer relationships to enhance loyalty and satisfaction. Advised clients on market trends and business impacts, positioning as a trusted advisor. Assessed client needs, tailored solutions, and closed deals. Shared client and market feedback to inform product development and strategy. Book-keeping Accountant (Full Time) Godos place- Lagos, Nigeria October 2020 - September 2021 Duties and Responsibilities Managed daily cash operations, including account tracking, payroll, budgeting, and bank reconciliations, to support the management team in meeting key accounting deadlines. Improved the accuracy and completeness of financial records, significantly reducing reporting and payroll errors. Regularly reviewed accounting procedures to identify areas for improvement and enhance overall efficiency. Prepared reports, presentations, and documentation for leadership and collaborated with auditors to ensure compliance with tax regulations. Enhanced client satisfaction by identifying and applying eligible adjustments, deductions, and credits. Supervised a 20-person team while overseeing day-to-day financial processes with precision and accountability. Led hiring efforts by screening applicants, initiating new hire paperwork, and selecting top candidates for management review. Welcomed new employees and ensured a smooth onboarding experience through clear communication and process support. Compliance/ Loss Control Officer (Full Time) July 2020 - September 2020 Ace Mall- Ibadan, Nigeria Duties and Responsibilities Maintained consistent punctuality and a readiness to contribute from the start of each shift. Adapted quickly to new responsibilities, solving problems and improving processes to enhance service delivery. Conducted thorough research, routine audit, and analysis that led to cost savings and improved profit margins. Performed basic preventive maintenance and minor equipment repairs as needed. Fostered a supportive team environment by being respectful, approachable, and ready to help. Boosted customer satisfaction by actively listening, clarifying concerns, and resolving issues effectively. Delivered friendly, efficient service, even in challenging situations, ensuring a positive customer experience. Customer Service Representative/ Telemarketer (Full Time) ISON Xperiences- Ibadan, Nigeria March 2019 - July 2020 Duties and Responsibilities Delivered engaging, empathetic service while handling both manual and auto-dialed customer calls, following scripts with a personal touch. Improved first-contact resolution by 8% by supporting customers via email, phone, and social media, walking them through tailored troubleshooting steps. Reduced average handling time by 5% by efficiently managing up to 90 daily inquiries, while maintaining accurate records in HubSpot CRM. Boosted customer satisfaction through active listening, solution-based recommendations, and consistent follow-through on escalations. Increased conversion rates by 7% by identifying upsell opportunities and introducing customers to loyalty programs. Trained and mentored new team members on communication techniques and sales strategies. Regularly exceeded sales and add-on targets by adopting new skills and optimizing productivity. EDUCATION March 2019 iSON BPO Nigeria Certified Customer Service Professional Customer Service Management Professional development completed in Customer Service and Telemarketing. Also honed my soft skills and upselling skills. September 2011 - December 2016 Federal University of Technology Owerri Nigeria Bachelor of Technology Biotechnology Member of the Student Union Legislative Council of Federal University of Technology Owerri. Elected to the Student Representative body of the Department of Biotechnology. CERTIFICATIONS Customer Service Proficiency Certification Jobberman Soft Skills Certification