Citadel Akpan

CITADEL UDEME AKPAN Lagos State, 112005, Nigeria. - |-PROFESSIONAL SUMMARY A resourceful, dedicated and proactive individual ready to grow with the organization to strive for excellence, adequately participating in business and team activities towards meaningful changes so as to improve organizational goals and objectives and also building and maintaining a high level of professionalism thereby contributing significantly to the development of an organization and the society at large. a professional with experience in customer support, technical troubleshooting, customer resolution, operations, team coordination, information management, CRM software, data entry and documentation, sales and marketing, business management with extreme dedication to help the organization comprehend its long-term goals and objectives. Seeking an experience hired role in your organization while bringing analytical thinking skills and extreme dedication to help the organization comprehend its long-term goals and objectives. SKILLS ▪ ▪ ▪ ▪ ▪ SKILLS AND ABILITIES Information Management, CRM Software Customer Service, Fintech, Clients Relationship Management Skills Sales, Marketing Relationship Skills. Client/Customer Service Relationship Date Entry & Records Keeping Skills Planning & Project Management skills ▪ ▪ ▪ ▪ ▪ SKILLS AND COMPETENCIES Relationship and Time Management skills Proficiency in Microsoft Package- Livechat zoom Zendesk, Google Sheet, HubSpot Slack, IT Savvy & Social Media Skills PowerPoint, Advanced Excel and Perfect Communication Skills. Integrity, Grit & Trustworthiness WORK HISTORY AND ACCOMPLISHMENTS Cientro Travels Nigeria Ltd I Customer Care Representative I Uyo I Feb 2023 -Till Date • Assisted in overall day-to-day cleaning operations of the company, including continuous development of effective staff-customers-relationship to achieve the management goals and objectives of premium customer service delivery. • Successfully communicated and attending to customer needs with urgency • Ensure negative comment from customers, is being handle with utmost professionalism • Manage large amounts of incoming phone calls and identify and assess customers’ needs to achieve satisfaction • Provide visitors with intake forms and other documents required • Providing quality customer service to customers, troubleshoot customer service issues and queries as well as supporting the resolution of issues. • Resolve customer complaint professionally via phone and email, provide seamless support to all customers • Make inquiries and answer detailed questions on product and services • Identified trend in the feedback received from customers and looked for an innovative way to reduce them • Followed communication procedure, guidelines and policies to ensure the customer is being helped within the means • Contributed ideas which helped to reduce the workloads and improve work process and the speed of service in Cientro Travels. ShopRite Nigeria I Customer care support I Jan 2019 - Dec 2022 • Collaborated with cross-functional teams to enhance service processes and implement feed back • Resolved customers complains efficiently to prevented escalation participated in the weekly team meeting • Provided timely and efficient customer support via live chat, phone and email. • Developed and execute a cross-selling strategy, resulting in a 12% increase in sales revenue and a 7% increase in customer satisfaction and follow up on customer calls where necessary. • Enlightens customers on the benefits of existing and new products and product promotions. • Ensuring customer satisfaction is achieved on every interaction recorded • Ensuring timely and accurate customer service request, providing individualized customer service with high standard professional level to each and every customer. • Handled all customers’ requests/compliant promptly, professionally, and with utmost care and confidentiality. EDUCATION HISTORY AND CERTIFICATIONS Michael Okpara University of Agriculture Umudike, Abia State,- Bachelor of Food Science and Technology (Major in Food Technology) CERTIFCATION OBTAINED Certificate in Virtual Assistant Professional, 2024 DEXA (Digital Exchange Academy) Certificate in Public Speaking Foundation 2025 LinkedIn Learning Certificate in Customer service Leadership 2025 LinkedIn Learning Certificate in Customers Success Master Class 2025 Customer SuccessU REFEREES Available On Request