Chioma Hannah Markins

CHIOMA HANNAH MARKINS Ikeja Lagos, Lagos State Nigeria - |-| https://www.linkedin.com/in/chiomamarkins https://chiomamarkins.my.canva.site/ ….. PROFESSIONAL SUMMARY With over 6 years of expertise in delivering outstanding customer service solutions across several sectors, the author is a committed and results-driven customer support specialist, competent at handling client inquiries, finding quick solutions to problems, and building strong client bonds. Adept at efficiently addressing client demands using a variety of communication methods, such as phone, email, and live chat. Demonstrated the ability to surpass performance goals while upholding a high standard of customer satisfaction. Skilled in working with cross-functional teams to provide flawless client experiences and multitasking in hectic settings. Looking to use my experience and dedication to provide customer-focused care in a fast-paced customer support position. SKILLS • Empathy and understanding: Being able to empathize with customers' concerns and understand their perspectives helps in providing personalized and effective support. • Problem-solving abilities: Customer support specialists need to identify issues, analyze problems, and find appropriate solutions to address customers' needs and concerns. • Patience and resilience: Dealing with frustrated or upset customers requires patience and the ability to remain calm under pressure. • Product knowledge: A deep understanding of the products or services being offered enables customer support specialists to provide accurate information and assist customers effectively • Time management skills: Managing multiple customer inquiries and tasks efficiently while maintaining quality service is crucial in a fast-paced customer support environment. • Adaptability and flexibility: Customer support specialists should be adaptable to changes in processes, procedures, and customer needs, as well as be flexible in their approach to problem-solving and communication. • Teamwork and collaboration: Working collaboratively with • • • • • • • • • • • • • • Tech savvy Excellent Communication Critical thinking Problem-solving Clear and concise writing Customer relationship Continous Learning Slack Zendesk Intercom Hubspot Google Spreadsheet Tableau Microsoft PowerBI colleagues, sharing knowledge, and supporting team member. WORK HISTORY 07/2014 to 01/2015 Sales representative Sarl ATS, Cotonou Benin Republic • Collaborated with the product development team to convey customers’ feedback and drive product enhancements. • Provided prompt and effective resolution to customer inquiries and issues, achieving a 30% increase in customer’ satisfaction. • Collaborated with the product development team to convey customers’ feedback and drive product enhancements. 04/2016 to 03/2024 Personal Assistant| Appointment Setting SMALZ Enterprise, Ikeja, Lagos • Collaborated with team members regarding creating effective sales development strategies to ensure a better sales’ experience which in turn leads to an increased revenue. • Developed ideas for making customized cold call script to call prospects. • Presented to senior management ideas regarding creating qualifying leads and moving them to the next sales funnel stage after making the first outbound calls with them. • Collaborated with sales team regarding creating a customer persona which contains all important details about them like their interests, contacts, etc. for a better target when making cold calls to them. • Managed appointments with prospective students and clients by using a well written cold script to contact them, and afterwards, scheduling the appointments on some software like Picktime, Setmore, etc. 03/2022 to present Customer Success Manager Tenposshomes, Ikeja, Lagos • Solved customer complaints by creating customer’s tickets on CRM software like Zendesk, Freshdesk, HubSopt, and Intercom, for a swift customer interaction, troubleshooting, and problem resolution. • Assigned customer complaint tickets to capable team members for a quick problem-solving process when I’m absent. • Increase the rate of customer satisfaction in the company by always offering prompt customer service representative. • Quickly responded to customers’ inquiries and feedback to enhance customer satisfaction. • Used customers feedback to improve customer service in the organization by acting upon the feedback and also giving room for improvement, thereby prompting customer relationship between the brand and customers. VOLUNTEERING EXPERIENCE Program Assistant Save the Lost Outreach • Reviewed study resources and tracked students' academic progress using digital charting tools like Microsoft Excel. • • Drafted policy concept notes for prison projects aimed at expediting the rehabilitation of inmates. Delivered a speech before public correctional stakeholders on prison reform needs. EDUCATION 2013 Bachelor of Art: French Studies University of Benin, Edo State Nigeria 3 years Versity Member of the football team LANGUAGES • • French English TRAINING AND CERTIFICATIONS Google Technical Support Foundation Google (2024) Introduction to Microsoft Excel Coursera (2024) Introduction to CRM with Hubspot Coursera (2024) Google Data Analytics Professional Certificate Google (2024)