Edu Onima Ikpe

EDU-ONIMA ITA IKPE CUSTOMER CARE REPRESENTATIVE PROFESSIONAL SUMMARY Dedicated and customer-focused Customer Relationship Specialist with 5 years of experience delivering exceptional service and support. Skilled in handling customer inquiries, resolving issues efficiently, and ensuring a seamless customer experience. Adept at building strong client relationships, managing records, and streamlining communication processes to enhance satisfaction and retention. Proficient in Microsoft Office Suite, Google Workspace, and CRM systems, with excellent problem-solving, multitasking, and interpersonal skills. Committed to professionalism, confidentiality, and providing personalized solutions to meet client needs. CORE COMPETENCIES AND SKILLS Communication & Rapport: Active listening, clear written and verbal skills, fluent American accent • Technical Tools: Zendesk, Salesforce Service Cloud, Intercom, LiveChat • Metrics Expertise: CSAT, NPS, First Response Time, Average Handle Time, Ticket Backlog • Problem Solving: Root-cause analysis, de-escalation, consultative resolution • Relationship Building: Trust cultivation, proactive follow-up, long-term retention • Remote Work Savvy: Self-motivation, time management, discipline in home-office settings PROFESSIONAL EXPERIENCE Customer support agent Alpha twelve| Cape Town, South Africa | 03/2024- 03/2025 • Maintained an average customer satisfaction level of 95% for over 6 months. • Settled 85% of customer inquiries on the first call, reducing follow-ups. • Helped increase the customer retention rate by 15% through effective problem-solving and communication • Achieved an average call response time of 30 seconds for incoming calls and under 2 minutes for emails PROFESSIONAL EXPERIENCE Administrative assistant and customer care associate Big Stack Technologies | Lagos, Nigeria 06/2022 - 01/2024 : Recused Verage ore no time from 12 hours to 2 hours • Handled over 1,000 support tickets monthly : Launched austerie portal beducing inquiries by 40% : Established feedback loop leading to 3 product improvements PROFESSIONAL EXPERIENCE Executive assistant and Customer Relationship Agent Passion-crest| Calabar,Nigeria 8/- • Streamlined executive calendar, reducing scheduling conflicts by 40% • Organized high-level meetings and events with 100% on-time delivery • Enhanced document management system, increasing retrieval efficiency by 60% • Handled confidential communications with zero data breaches ÷ Resolved 95% of customer issues on first contact • Maintained a CSAT score of 98% over 6 months • Handled an average of 150+ tickets per day during peak sales periods KEY ACHIEVEMENTS AND METRICS METRIC BASELINE AFTER IMPACT Customer satisfaction (CSAT) 90% 98% +8% Overall satisfaction Average handle time 8 mins 6.5 mins -19% faster resolution Repeat inquiries - -22% Lower tickets volume,lower support cost Escalation 12% 7% -42% fewer escalation CUSTOMER TESTIMONIALS & CASE STUDY "Edu-onima turned a major outage into an opportunity-her calm, clear updates and swift resolution kept our users informed and loyal." - Support Manager, Alphatwelve Solutions Case Study: Cutting Churn by 12% 1. Challenge: New users were abandoning onboarding at 18%. 2. Action: Launched one-on-one welcome calls within 24 hours of sign-up plus targeted follow-up emails. 3. Result: Churn fell from 18% to 6% in three months, boosting monthly recurring revenue. SAMPLE SUPPORT INTERACTION(REDACTED) *Customer:* “I’ve been billed twice for my subscription!” *You (Empathy + Solution):* “Thank you for bringing this to my attention, Maria. I apologize for the error. I see the duplicate charge and will process the refund immediately—you’ll see it back in your account within 3–5 business days. Is there anything else I can help you with today?” *Outcome:* Resolved in 4 minutes, CSAT = 5/5. CERTIFICATIONS Advanced communication skills, Linkedin Learning, 2023 Voice of a customer certification, Coursera,2024 Foundations of project management, Coursera, 2025 CONTACT AND ONLINE PRESENCE Linkedin: linkedin.com/in/edu-onima-ikpe Email:-