Emem Dolly Columbus

EMEM DOLLY COLUMBUS CUSTOMER SERVICE SPECIALIST Lagos, Nigeria ||-,-||-PROFESSIONAL PROFILE Customer service specialist with extensive experience ensuring operational excellence and delivering exceptional client service. Capable of leveraging CRM tools, such as HubSpot and Zendesk, to optimize customer interactions and enhance satisfaction. Proficient in managing tasks, organizing schedules, and providing proactive support to improve productivity. Strong analytical skills and attention to detail enable the identification of trends and the implementation of continuous improvement initiatives. Excellent communication and collaboration abilities consistently deliver exceptional customer service, foster positive client relationships, and ensure effective cross-functional collaboration to achieve shared goals and exceed expectations. CORE SKILLS ▪Customer Service ▪Administrative Support ▪Data Management ▪Meeting Coordination ▪Office Management ▪Project Management ▪Customer Support (Inbound and Outbound Calls) ▪Microsoft Office Suite ▪Customer Relationship Management (CRM) ▪Trello ▪Clickup ▪Record Management ▪Team Collaboration ▪Virtual Assistance ▪Schedule Management ▪HubSpot ▪Zendesk ▪Intercom ▪Freshdesk ▪Technical Support ▪Email Management CAREER SUMMARY Dec 2021 – Present Customer Service Representative FMNPLC, Lagos Key Responsibilities:  Design and administer customer feedback surveys while identifying pain points to enhance service quality.  Establish and uphold service standards and consistently achieve an 80% boost in customer satisfaction.  Develop a real-time customer service dashboard for ongoing performance tracking and metrics.  Cultivate and maintain strong customer relationships, driving a 79% increase in sales. June. 2010 – Nov. 2021 Data Capturing Officer (ERP) FMNPLC, Lagos Key Responsibilities:  Formula Setup as specified in the specification sheet, approving and activating formulas on the product information module.  Reconciling and capturing daily production material usage.  100% conformance with data capturing on the Microsoft Dynamics product control module.  Ensure resolution of emerging issues in data capturing within 24 hours of receipt. Mar. 2008 – May 2010 Customer Service Agent M$D, Lagos Key Responsibilities:  Improved customer service operations by implementing streamlined processes, enhancing overall customer experience.  Resolved complex customer issues swiftly, reducing customer attrition by 95%.  Conducted thorough investigations to ensure accurate and effective resolutions for customer inquiries.  Delivered prompt technical support, improving issue resolution time by 80% and exceeding satisfaction targets. KEY ACHIEVEMENTS  Efficiency Improvement: Reduced technical issue resolution time through innovative troubleshooting strategies honed from sector-specific experience, resulting in heightened customer satisfaction and retention.  Remote Meeting Optimization: Streamlined remote meeting coordination, resulting in a 20% reduction in scheduling conflicts. Enhanced Customer Satisfaction: Successfully designed and implemented a comprehensive customer feedback survey. Increased Sales Revenue: Developed and nurtured strong customer relationships, contributing to a 79% increase in sales over two years.   EDUCATION & CERTIFICATION 2012 HND in Business Administration Lagos State Polytechnic, Lagos 2023 Digital Witch Academy  Customer Service Customer Representatives (CSCR) Certification  It Support Skills Certification REFERENCES Available on request