Chioma Grace Dokai

CHIOMA DOKAI Enugu,- EXPERIENCE 2019 – Present. Digital Masters Hub Remote Customer Support/Lead Generation Specialist        Developed and maintained sales prospects database for the company by ensuring that all new entries in the database are of an acceptable standard in term of accuracy which improve lead nuturing process by 50% Responded to customer queries in a timely and accurate manner, via phone, email, and chat which improved customer retention by 33% Generated more than 15000 qualified leads which resulted into 75% increase in sales Provided accurate, valid, and complete information by using CRM software which increase the service level agreement by 17% Maintained solid customer relationships by handling questions and concerns with speed and professionalism Enhanced team performance through coaching, feed back and effective communication, increasing team efficacy rate by 15%with higher job satisfaction reported amongst staff Reduced customer service and billing complaints by 11% within the first year, by exchanging merchandise, refunding and adjusting bills in a timely, efficient manner. 2013 – 2018. Micasa Gardens Lagos Business Assistant Manager      Reduced financial discrepancies to minimize threats to health and productivity of business Collaborated with marketing managers to find additional areas for inbound generation, optimization, and testing which increased efficiency by 20%. Defined and built the marketing operations structure for campaigns which generated 85% of event registrants through email Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs. Organized schedule for staff of 25 2010 – 2011. Access Bank Plc Lagos Customer Support/Teller Officer   Answered customer inquiries regarding account balances, transaction history, services charges and interest rates. Responded to merchant and customer complaints, enquiries which improved customer retention by 15.7%   On-boarded 10 new clients over a period of 2 years, surpassing customer service requirements and exceeding allocated revenue target by 30-32% Properly handled and timely processed cash transaction meeting 99% of customers' demands and this reduced wait time and general complaint from customers. EDUCATION  Institute of Management and Technology Higher National Diploma (Accounting) 2012 OTHERS   Skills; Lead generation, Linkedin Sales navigator, Social media manager, customer support, Research and Data entry Techniques/Softwares; Google workspace, Microsoft office, Zendesk, Lead generation tools, Linkedin sales navigator, Trello.