EDU-ONIMA ITA IKPE
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Calabar,Cross River
• LinkedIn.com/in/Edu-onima
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 customers needs.
SKILLS
Microsoft office suite
Workflow automation
Time management
Zoho CRM
Google workspace
Data analysis
Email management
Virtual meeting tools
Project management tools
Data reporting
Sentiment analysis
Social Media customer engagement
Critical thinking
Presentation skills
Tech savviness
Problem solving
Multitasking ability
Adaptability skills
Efficient communication
Attention to detail
Empathy
Interpersonal skills
Community engagement
Leadership skills
Team collaboration
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.
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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
Administrative and customer care associate
01/2024
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Big Stack Technologies | Lagos, Nigeria
06/2022 -
Increased CSAT score by 20%
Reduced average response time from 12 hours to 2 hours
Handled over 1,000 support tickets monthly
Launched a self-service portal reducing inquiries by 40%
Improved customer retention by 15%
Trained and onboarded 10+ new agents
Established feedback loop leading to 3 product improvements
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
❖ Decreased refund and return processing time by 30%
EDUCATION
BACHELOR OF MASS COMMUNICATION | University of calabar, Calabar, Cross River
University or Organization, City, State
CERTIFICATION
Voice of the Customer (GOOGLE)
02/2025
03/2016-05/2020
