Daniels Ray

RITA O. DANIELS LAGOS | NIGERIA- Professional Summary Efficient and enthusiastic professional with over 2+ years of experience in customer care, brand management, creative services, and social media management. Proven skills in communication, conflict resolution, and delivering exceptional results in fast-paced environments. Aiming to leverage my expertise as a Community Manager or in customer-centric roles to contribute to your company’s success. Skills - Retention Strategies - Content Creation - Email Marketing - Customer Service Excellence - Conflict Resolution & Problem Solving - Video Editing - Graphic Designing - Communication & Active Listening - Empathy and Patience - CRM Software (e.g. Chase, Zendesk, Salesforce) - Time Management & Multitasking - Product Knowledge & Troubleshooting - Handling Customer Complaints - Data Entry & Documentation Professional Experience Sales Representative, Insurance Supermarket Miami, Florida (Remote) October 2022 – August 2023 - Responded to customer requests for products, services and company information. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Collected and analyzed customer information to prepare product or service reports. Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process. Recommended products to customers, thoroughly explaining details. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. - Part of the team that increased sales by 15% by educating prospects on benefits of products and services in comparison to competitors. Retained existing clients and assisted in developing average of 20 new accounts daily by extending high quality and efficient support service. Used G Suite software to keep records of customer interactions, customer accounts and file documents. Social Media Manager | Annette Classics - Abuja (Jan 2022 – September 2024) - Captured and edited product and model photography. Handled orders and inquiries Wrote engaging brand content. Customer service Representative, Applink Capital Nigeria Lagos September 2023 – March 2024 - Excellently resolved client’s issues, inspected and followed up on resolutions. Successfully managed records of the request, inquiries and complaints whichled to customer’s satisfaction. Excellently analyzed customer’s experience and delivered exceptional service to the clients Trained and mentored new hires, helping them learn customer service processes and product knowledge. Provided feedback to management regarding frequent customer issues, leading to process improvements. Collaborated with cross-functional teams to ensure timely delivery of services and prompt issue resolution. Assisted customers in product selection, providing information and recommendations based on customer needs. Resolved customer complaints and escalated issues to management when necessary. Processed transactions, returns, and exchanges while maintaining an organized and customer-friendly environment. Customer Service Agent, IPNX Nigeria Limited Abuja, Nigeria March 2024 – October 2024 - - Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Educated customers on company systems, form completion and access to services. Recommended products to customers and suggested other options if preferred product was unavailable. Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Resolved over 12 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management. Provided high-quality service to customers via phone, email, and live chat, addressing inquiries and resolving issues promptly. Handled customer complaints with a solution-oriented approach, ensuring satisfaction and loyalty. Utilized CRM software to track interactions, document inquiries, and monitor customer satisfaction. Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers. - Achieved and consistently exceeded performance targets such as call resolution time, customer satisfaction, and first-contact resolution rates. Managed high volumes of inbound customer calls, responding to product inquiries and resolving customer issues efficiently. Community Manager | The CP Community - Abuja (May 2021 – Jul 2022) • • • • Created content for all social platforms to enhance engagement. Monitored brand mentions and responded to inquiries on social platforms. Drafted and sent weekly emails to subscribers on the brand’s mailing list. Compiled and delivered weekly content performance reports. Education Bachelor of Laws - 2019 University of Nigeria High School Diploma - 2013 Presentation national High School, Edo state Additional Information - Excellent team player with a proactive approach to problem-solving. - Comfortable working in a fast-paced environment and adapting to changing customer needs. CRM Experience: Salesforce, Hubspot, ChaseData Corp IT Skills: Microsoft Office Suite including Word, Excel, Powerpoint G Suite including Google Docs and Google Sheets Workforce Management Software Hubstaff ActivTrak, flodesk etc. References Available upon request.