Eno Ekeremkpo

 ENO TONY-GOLD EKEREMKPO Lagos, Nigeria PROFESSIONAL SUMMARY Detail-oriented and performance-driven Customer Support and Operations Professional with over 4 years of experience delivering high-quality customer service in fintech, public sector, and data-sensitive environments. Currently a Customer Experience Specialist at Paga (fintech), maintaining 95%+ CSAT, improving resolution efficiency by 20%, and supporting customers with accuracy, empathy, and strict adherence to SOPs and compliance standards. Experienced in CRM systems, data integrity, SLA management, and cross-functional collaboration. Strong analytical mindset with proven ability to identify patterns, escalate insights, and improve service processes. Currently pursuing a Master of Business Administration (MBA), Ahmadu Bello University (In View). CORE SKILLS (ATS-ALIGNED) Customer Support Operations Email-Based Support & Troubleshooting SOP & SLA Compliance Fintech Customer Service CRM Systems & Helpdesk Tools Issue Resolution & Escalation Data Analysis & Trend Identification Cross-Functional Collaboration Customer Retention & Loyalty Process Improvement Google Workspace & Microsoft Office High Attention to Detail Confidential Data Handling PROFESSIONAL EXPERIENCE Customer Experience Specialist Paga (Fintech), Lagos August 2024 – Present • Provide timely, accurate, and empathetic customer support while maintaining 95%+ CSAT score. • Resolve customer inquiries in line with established SOPs and service-level agreements. • Utilize CRM systems to track, document, and manage customer issues, improving resolution efficiency by 20%. • Identify recurring customer issues and provide insights to improve product features and internal processes. • Escalate complex cases through appropriate channels while maintaining professionalism and clarity. • Collaborate with internal teams to ensure seamless customer experience across touchpoints. Data Entry Officer Family Health International (FHI360), Calabar October 2023 – December 2023 • Processed and verified over 10,000 sensitive health records with 99% accuracy. • Maintained strict compliance with confidentiality and regulatory data standards. • Generated structured reports used for operational and strategic decision-making. Data Quality Analyst Cross River State Election Tribunal, Calabar April 2023 – October 2023 •   Verified and analyzed over 15,000 records with 99% data accuracy. • Identified inconsistencies and ensured data integrity in high-trust, compliance-driven environments. • Delivered actionable insights influencing decision-making processes. Retail Manager Greenleaf Biotech, Calabar October 2021 – May 2022 • Improved customer satisfaction ratings by 25% through service optimization. • Streamlined inventory processes to improve operational efficiency. • Managed supplier relationships and resolved customer concerns professionally. EDUCATION Master of Business Administration (MBA) – In View Ahmadu Bello University, Distance Learning Centre Bachelor of Science (B.Sc.) Public Administration University of Calabar – 2022 CERTIFICATIONS Fundamentals of Digital Marketing – Google (2024) Fundamentals of Project Management (2024) ALX Virtual Assistant Certificate (2024) Google Digital Skills for Africa (2019) KEY ACHIEVEMENTS • Maintained 95%+ CSAT score in fintech customer support. • Recognized multiple times as Customer Service Staff of the Month with formal letters of commendation. • Reduced customer response time by 50%. • Increased issue resolution efficiency by 20%. • Improved customer retention by 25% through proactive engagement strategies. • Delivered data accuracy rate of 99% across multiple roles.