Silas Donald Ikenna-|-
LinkedIn: https://www.linkedin.com/in/donald-silas-b3846b76
Experienced professional in Customer Service & Sales adept at driving revenue and enhancing customer
satisfaction through effective communication, relationship building, and problem-solving.
Skilled in CRM software, sales tools, and customer service principles to exceed performance targets in a
fast-paced environment.
ADDITIONAL CONTACT INFORMATION
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Nationality: Nigerian
State of Origin: Imo state
PROFESSIONAL EXPERIENCE
Astranis (Remote)
Customer Service Representative
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Served as a remote customer service representative, handling up to 100 inquiries daily via phone, email,
and live chat, ensuring prompt and professional responses with an average first-call resolution rate of
98%.
Improved customer satisfaction by implementing new procedures for handling customer escalations,
reducing the average time to resolution by 25%.
Collaborated with internal departments to enhance processes for handling returns and refunds, resulting
in a 20% decrease in return requests.
ABC Co. LMT (Remote)
Customer Service Specialist
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11/20 - 01/22
As a remote customer service specialist, managed a high-volume call center supporting a diverse client
base of 10,000+ customers.
Exceeded monthly sales targets by up to 15% by cross-selling and upselling company products and
services, ultimately contributing to an annual revenue increase of 12%.
Successfully implemented a new CRM system, reducing average handle time by 10% and enabling more
personalized customer service experiences.
Dino Auto(Lagos, Nigeria)
Customer Service Representative
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01/22 - 04/24
03/17 - 11/19
Served as a remote customer service representative, supporting over 5,000+ customers annually,
handling inbound calls and emails, scheduling appointments, and providing guidance on car buying and
selling procedures.
Increased monthly sales by 10% by cross-selling and upselling car warranties, maintenance packages,
and insurance services.
Implemented a new case management system, reducing average handle time by 15%, enabling more
personalized and efficient customer service.
EDUCATION
River state University
BSc Estate Management - 4.1
09/19 - 07/24
PROJECTS
CRM Optimization
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Optimizing Customer Experience with CRM Software": Implemented a CRM software solution that
improved customer service efficiency by 25% and increased customer satisfaction rates by 15%
ACHIEVEMENTS
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Received Sales Representative of the Year award in 2022 for outstanding performance at Dino Auto
Increased ABC Co. LMT social media following by 50% through strategic posting
Contributed to a 35% Reduction in customer churn rate by implementing customer-centric policies at
Dino Auto
Designed and implemented an automated lead generation process at Astranis, leading to a 50% increase
in leads
Developed and launched a successful email marketing campaign for Dino Auto, resulting in a 25%
increase in sales
Initiated and organized a networking event for Dino Auto, attracting over 100 new contacts and
generating numerous sales opportunities
REFERENCE
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Princess Innocent (Sales Manager at Dino Auto): Can attest to your outstanding sales performance,
customer service skills, and ability to effectively manage customer relationships.
Ekwutosi Cynthia Okeh (Director of Digital Witch Support Community): Can attest to your expertise in
customer service, social media management, and data analysis, as well as your strong work ethic and
ability to manage multiple tasks simultaneously.
KEY SKILLS
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Time Management: Demonstrated ability to prioritize tasks and meet deadlines under pressure
Problem-Solving: Successfully resolved complex customer issues and improved processes
Interpersonal Skills: Established strong relationships with customers and colleagues, fostering a
positive work environment
Adaptability: Quickly adjusted to changing circumstances, demonstrating flexibility and creativity
Communication Skills: Effectively communicated with customers, colleagues, and stakeholders,
resulting in improved collaboration and understanding
Data Analysis: Analyzed customer data to identify trends and opportunities, driving data-driven
decision-making
Presentation Skills: Presented complex information in a clear and engaging manner, leading to increased
understanding and buy-in from stakeholders
Customer Service: Provided exceptional customer service, resulting in increased customer retention and
loyalty
Motivation: Maintained high energy and enthusiasm throughout sales calls, driving engagement and
productivity
Negotiation: Successfully negotiated deals with customers, resulting in increased revenue and client
satisfaction
Leadership: Displayed leadership qualities by mentoring and coaching junior colleagu
Strategic Planning: Developed and implemented successful sales strategies, driving growth and
profitability
Innovation: Introduced new ideas and techniques to improve processes and outcomes, demonstrating
creativity and resourcefulness
Growth Mindset: Continuously sought opportunities for professional development and growth,
contributing to career advancement
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Resilience: Demonstrated resilience in the face of challenges, maintaining a positive attitude and driving
for success
Teamwork: Worked collaboratively with colleagues to achieve shared goals and objectives
Multitasking: Managed multiple tasks simultaneously, demonstrating strong organizational skills and
attention to detail
INTERESTS
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Adventure and exploration, travel
REFERENCES
Princess Innocent - General Manager , Dino Auto Nigeria- |-
