Chisom Agunwa
https://www.linkedin.com/in/chisom-agunwa
House 2 shina ezeani street
united estate, sangotedo
Lagos, Nigeria.
(--
Objective
Experienced and customer-focused Customer Care Representative with a
passion for providing exceptional service.
I have mastered ability the to build rapport with customers and resolve their
issues effectively. I have the ability to handle challenging customer
interactions with patience and professionalism. I am seeking a customer care
role where I can utilize my strong communication, problem-solving, and
customer service skills to provide exceptional service and exceed customer
expectations
SKILLS
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Customer Service
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Communication
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Problem solving
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Capture web analytics
data with Google
Analytics
EXPERIENCE
Rent To Own, USA — Customer support Representative (Remote)
August 2023
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Qualified leads – Made outbound calls and received inbound
inquiries.
Assessed financial health – Checked credit scores and determined
loan eligibility.
Tailored solutions –Identified appropriate loan types and
recommended financial services.
Cold calling –Proactively reached out to potential customers.
Rescheduled appointments – Maintained positive customer
relationships by adjusting schedules when needed.
Debt management– Assisted customers with managing debt and
other financial obligations.
Bata Nigeria, Nigeria —- Sales Manager
July, 2018 — August
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Customer service
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Audience research
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Social media
management
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Content creation
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Communicate key
metrics and findings
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improve user
experience and
conversion
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Providing exceptional customer service to ensure customer
satisfaction and loyalty by building strong relationships with
customers and exceed their expectations
Motivating the sales team to meet sales objectives by training and
mentoring staff.
Creating business strategies to attract new customers, expand
store traffic, and enhance profitability.
Hiring, training, and overseeing new staff.
Responding to customer complaints and concerns in a
professional manner.
Ensuring store compliance with health and safety regulations.
Document marketing
strategies and
processes
LANGUAGES
English
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Create A/B tests to
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Developing and arranging promotional material and in-store
displays.
Preparing detailed reports on buying trends, customer
requirements, and profits.
Undertaking store administration duties such as managing store
budgets and updating financial records.
Monitoring inventory levels and ordering new items.
Zahara consult, Bulgaria — Social media Marketing intern (Remote)
May 2023 - August 2023
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Developed and executed social media strategies that increased
brand awareness, engagement, and conversions for clients that
leverage diverse social media platforms, aligning with clients'
business objectives.
Analyze existing digital marketing plans, identify strategic
weaknesses, and provide actionable recommendations for
improvements.
Optimize social media profiles on platforms including LinkedIn,
Instagram, Facebook, TikTok, and more, resulting in increased
visibility and engagement.
Create and edit graphics, videos (TikToks/reels), and other content,
alongside writing posts and captions tailored to clients' brand identity,
targeting audience engagement and lead conversion.
Proactively engage with clients' audiences through comments and
DMs, while also performing direct outreach to generate leads on
platforms like LinkedIn.
Stay updated on social media trends, incorporating them into clients'
marketing strategies to maintain relevance and impact.
Efficiently schedule content across platforms on a daily/weekly basis,
ensuring consistent brand presence.
Set key performance indicators (KPIs) for social media campaigns
and regularly analyze data to inform content strategy, resulting in
data-driven decision-making and improved campaign performance.
Evolves Tech, Sofia, Bulgaria (Upwork)— customer service
representative (Remote)
Jan 2023 - May 2023
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Providing accurate and helpful answers to customer inquiries about
products and services
Troubleshooting customer problems
Assisting customers with orders or reservations
Processing customer payments
Handling customer complaints
Providing technical support
Gathering customer feedback
Social Media Manager/Community Advocate (Remote)
African Union Youth Division and UNICEF Office, Addis Ababa, Ethiopia
November 2020 - November 2020
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Led campaigns against Child Marriage, resulting in significant
awareness and engagement in Africa
Developed and executed compelling campaign messages, driving
participation and advocacy on Twitter and Facebook
Mobilized and coordinated youth across Africa to support campaign
objectives.
Analyzed campaign performance and provided data-driven insights
for optimization.
Successfully implemented a Twitter strategy to reach a broader
audience and achieve campaign goals.
Official Campus Ambassador/ Social media manager
International Model United Nations, India
September 2020 - October 2020
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Utilized social media to raise awareness of important social issues
and engage with a diverse audience on social media, generating
substantial awareness and engagement.
Strategically leveraged various media channels like Twitter,
Instagram and Facebook to increase organizational visibility.
Actively solicited referrals for online conferences, contributing to
increased participation.
Bata Nigeria ––––– Customer Sales Representative
January 2018 - July 2018
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Handling inbound calls from customers for a variety of queries
including reporting of a new claim as well as existing claim updates
Making outbound calls to customers and supporting them when they
make a claim
Dealing with multiple clients to deliver the best service we can offer
Working with suppliers and parts
Making informed decisions within the parameters of the policy
wording
Providing excellent customer service at all times
Prepare sales statistics and reports to support sales team.
Retain a vast understanding of product lines.
Maintain working knowledge of company policy with regards to
products and service policies
Contact clients and agents to provide sales, product, pricing, and
inventory data as required by sales team.
General administrative support to internal departments
Assist with accurate, timely fulfillment and shipment of orders.
Paulo Homes Limited, Nigeria —-- customer care / Front desk officer
Jan, 2016 - September 2017
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Schedule meetings and appointments.
Receive mails and distribute them to various departments.
Delivering excellent customer service.
Maintaining a safe and clean work environment.
Handling customer complaints and resolving issues.
Filing and scanning all relevant documents.
To understand customers' needs and provide appropriate solutions
and attention.
Sorted, opened and routed incoming correspondence and deliveries
to help senior leaders respond quickly to business and customer
requirements.
Conducted thorough research using diverse resources to assist
professional staff with routine and special project tasks.
EDUCATION
Federal Polytechnic Oko, Nigeria — Mass communication
Higer National Diploma (HND)
September 2007 - November 2012
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Writing
Social media writing
Journalism
Ethics of journalism
Coursera, USA — Google Digital Marketing and E-commerce
June 2023
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Attract and engage customers through digital marketing channels
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Build e-commerce stores, analyze online performance, and grow
customer loyalty
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Measure marketing performance through analytics and present insights
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Customer satisfaction
PROJECTS
Bata Nigeria Flagship stores – Opening new flagship stores across
states
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Conducting market research to identify the best locations for new
stores
Developing a strong marketing and promotional plan to generate
excitement and interest in the new stores
Overseeing the construction and fit-out of the new stores
Training staff to provide exceptional customer service
Ensuring a smooth and successful store opening
Working with the store opening team to create a customer-centric
store layout
Developing training materials for staff on how to provide exceptional
customer service
Personally greeting customers and helping them find the products
they need
Going the extra mile to resolve customer issues
Increasing revenue by 23% for the first 6 months
Web3 outreach — manage web3 community and grow web3 social
media pages
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Successfully created engaging Web3 content that resonated with the
audience, fostering a strong sense of community.
Achieved remarkable growth for the Web3trib3 social media pages,
organically increasing followers from 0 to 1000 within just 3 months,
accompanied by a significant engagement rate rise from 0 to 18%.
Pioneered the growth of the LinkedIn account from its inception,
transforming it into a sought-after platform where individuals
proactively apply for interviews.
Produced SEO-optimized content for the Web3trib3 blog, enhancing
its visibility and search engine ranking.
Created and published engaging content on daily basis
Girl-Child marriage — Manage facebook and twitter accounts to sensitize
the need to stop girl child marriage in Africa
● Significantly increased awareness about girl-child marriage in Africa
by 20%.
● Garnered support from activists, policymakers, and organizations
committed to ending girl-child marriage.
● Provided a platform for survivors to speak out and seek support.
● Created and curated engaging content to raise awareness about
girl-child marriage.
● Engaged with the audience through comments, discussions, and
stories.
● Advocated for change by promoting petitions, fundraisers, and
awareness events.
● Tracked and analyzed key performance metrics on Facebook and
Twitter.
● Grow social media following by 10%
References
It will be provided on request
