Gideon Etim Effiong

Customer Care Representative Portfolio GIDEON EFFIONG Lagos. Nigerians Professional Summary Friendly, patient, and solutions-driven Customer Care Representative with a strong passion for delivering exceptional service. Skilled at resolving customer complaints, answering inquiries, and guiding users through products and services with a calm and helpful approach. Committed to improving the customer experience and maintaining high satisfaction levels. 🔧 Skills • Customer Communication (Phone, Email, Chat, WhatsApp) • Conflict Resolution & Complaint Handling • CRM Software (e.g., Zendesk, Freshdesk, HubSpot) • Order Tracking & Issue Escalation • Product Knowledge & Explanation • Time Management & Multitasking • Empathy & Emotional Intelligence • Active Listening 🏢 Work Experience Customer Support Assistant XYZ Online Retail — Lagos, Nigeria March 2023 – May 2024 • Responded to an average of 60+ customer queries daily via WhatsApp and email. • Resolved 90% of issues within the first interaction. • Handled complaints with a calm and professional tone, turning frustrated customers into loyal users. • Recorded customer feedback and reported recurring issues to the product team. Front Desk & Support Intern ABC Telecommunications — Uyo, Nigeria June 2022 – February 2023 • Assisted walk-in and call-in customers with service complaints and product activation. • Managed appointment scheduling and escalated urgent matters. • Gained hands-on experience in CRM tools and customer tracking. 🏅 Achievements • Awarded “Support Star of the Month” three times for outstanding customer satisfaction. • Achieved 98% positive feedback rating from customers during probation period. • Trained 2 new staff members on WhatsApp Business communication best practices. 📚 Education National Diploma in Mass Communication Akwa Ibom State Polytechnic 2020 – 2022 🎓 Certifications • Customer Service Fundamentals (Coursera / Udemy) • Effective Communication for Support Agents (LinkedIn Learning) • Zendesk Support Agent Training (Zendesk) 💬 Sample Customer Messages & Replies Customer: “Why is my order delayed again?” Reply: “I’m so sorry for the delay, and I completely understand your frustration. I’ve checked your order and can confirm it’s on the way. Here’s the tracking link: [URL]. We truly appreciate your patience, and I’ll personally follow up until it’s delivered.” 📎 References Available on request.