Faith Ekong | Freelancer Resume

CONTACT Address: Abuja, Nigeria, 900110 Phone: Email: LinkdeIn:           FAITH F. EKONG PROFESSIONAL SUMMARY Detail-oriented CRM Specialist & Customer Support Professional with 6+ years of experience managing customer interactions, resolving issues, and improving client satisfaction across telecommunications, retail, and service industries. Proven ability to handle high-volume support requests, maintain accurate CRM records, and deliver exceptional customer experiences. Skilled in ticketing systems, customer lifecycle management, and remote support tools. CORE SKILLS PROFESSIONAL EXPERIENCE Customer Support (Email, Chat, Phone) CRM Tools & Ticketing Systems (Zendesk, HubSpot, Freshdesk – adaptable) Customer Relationship Management Issue Resolution & Escalation Handling SLA & KPI Management Data Entry & CRM Documentation Customer Retention & Satisfaction Technical Troubleshooting Support Microsoft Office Suite (Excel, Word, PowerPoint) Communication & Interpersonal Skills Corporate Sales Executive Dec. 2025 - Present PRINTRITE GLOBAL SERVICES LIMITED – Abuja.  Managed client accounts and maintained accurate records of interactions, improving customer tracking and follow-up efficiency.  Handled client inquiries and resolved service-related issues, contributing to improved customer satisfaction and retention.  Onboarded 10+ corporate clients, ensuring smooth communication and service delivery.  Collaborated with internal teams to resolve client concerns within agreed timelines (SLA-focused support).  Maintained consistent communication with clients, reducing complaints and increasing repeat business by 30%. Manager Mar 2021 – May 2022 LUCID BEAUTY CLINIC – Abuja. CERTIFICATION  In-Demand IT Skills Training, Digital Witch Support Community (2025)     Oversaw customer service operations, ensuring timely resolution of client complaints and inquiries. Implemented feedback systems that improved customer satisfaction scores by 25%. Managed bookings, scheduling, and client records to ensure seamless service delivery. Trained staff on customer handling and service excellence, improving team efficiency. Social Media Marketer Mar 2021 – May 2022 LUCID BEAUTY CLINIC – Abuja.  Responded to customer inquiries and complaints across social media platforms, improving response time by 40%.  Managed online community engagement and ensured consistent brand communication.  Escalated complex customer issues to appropriate teams for resolution.  Used analytics to monitor engagement and improve customer interaction strategies. Customer Service Representative Nov. 2015 – Jul. 2017 MTN Nigeria – Abuja  Handled 60+ customer inquiries daily via phone and digital channels.  Resolved complaints efficiently, improving customer satisfaction and reducing escalations.  Maintained detailed and accurate customer records in CRM systems.  Upsold and cross-sold services, contributing to increased revenue.  Participated in quality assurance, audits, and compliance monitoring.  Supported system improvements and ensured seamless customer experience across platforms. Manager Feb. 2014 - Oct. 2015 ADEX DIGITAL – Abuja  Managed customer orders and ensured timely service delivery, achieving 95% on-time completion rate.  Maintained client relationships and handled service inquiries and complaints.  Coordinated internal teams to resolve customer issues efficiently.  Improved workflow processes, enhancing service delivery speed and accuracy. Receptionist Jan. 2013 – Feb. 2014 ADEX DIGITAL – Abuja  Served as the first point of contact, handling 30+ daily customer interactions.  Managed calls, emails, and walk-in inquiries, ensuring prompt and professional responses.  Maintained accurate records and documentation of customer interactions.  Provided administrative and customer support across departments. Manager Mar. 2010 – Nov. 2012 YES GOSHEN STORES – Abuja    Managed customer service operations and handled escalations effectively. Ensured high levels of customer satisfaction through proactive engagement. Supervised staff and implemented service standards to improve customer experience.  Monitored customer feedback and implemented improvements to service delivery. EDUCATION B.Sc.: Sociology (In view) UNIVERSITY OF ABUJA – Gwagwalada, Abuja SSCE: 07/2007 GOVERNMENT SECONDARY SCHOOL – Masaka, Nasarawa State FSLC: 10/2000 JULIE USENI MODEL PRIMARY SCHOOL – Garki 1, Abuja REFEREE  Available on Request