Grace Macqueen Ekpete

GRACE MACQUEEN EKPETE Location: Muscat, Oman PROFESSIONAL SUMMARY Dedicated and results-driven Sales and Customer Support specialist with 5 years of experience in remote and in-office roles. Skilled in CRM systems, virtual assistance, and workflow tools and automations to enhance operational efficiency and client satisfaction. Recognized for strong multitasking, problem-solving, and communication skills, ensuring seamless coordination and exceptional customer experiences. CORE COMPETENCIES Customer Service Skills: ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Focus Active Listening Empathy Troubleshooting Critical Thinking Problem-Solving Time Management Teamwork Technical Proficiency: ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ HubSpot Freshdesk Zendesk Intercom Trello ClickUp Calendly PickTime Apollo.io Zoom Google Meet Microsoft Teams Slack PROFESSIONAL EXPERIENCE Sales Executive (TD Africa July 2024-July 2025) Sales and Business Development -​ I Identify, prospect, and onboard new partners, resellers, and clients within assigned territories or sectors. -​ I Promote and sell IT hardware, software, and accessories (e.g., HP laptops, desktops, and peripherals). -​I Prepare and present sales quotations, proposals, and pricing tailored to partner requirements. -​I Negotiate terms and close sales while maintaining profitability and partner satisfaction. -​I Meet and exceed monthly and quarterly sales targets set by management. Partner and Client Relationship Management -​I Maintain strong, long-term relationships with channel partners, vendors, and key accounts. -​I Provide timely updates on product availability, promotions, and delivery schedules. -​I Act as the main point of contact for partner inquiries, ensuring prompt and accurate responses. -​I Follow up with clients from quotation to order delivery and pickup to ensure satisfaction. Operational and Administrative Tasks -​ Log all transactions, quotations, and partner details into the TD's ERP (Dynamics 365) internal sales system. -​I Coordinate with logistics and warehouse teams to ensure smooth order fulfillment. -​Monitor inventory levels and update partners on stock status or product lead times. -​ Prepare and share weekly sales reports, pipeline updates, and performance summaries of the business unit with management. Customer Experience and Retention -​I Deliver exceptional post-sale support, ensuring customer satisfaction and repeat business. -​I Address and resolve partner complaints or escalations promptly. Customer Support Specialist | Digital Witch IT Services (Nov 2023 – July 2024) ●​ Manage high-volume email and live chat inquiries, ensuring prompt and professional resolutions. ●​ Boosted customer retention and trust through proactive follow-ups and service consistency. ●​ Contributed to 20% business growth by identifying leads and nurturing client relationships ●​ Streamlined customer onboarding, documentation, and support workflows for efficiency. Personal Assistant | House of SOTA NG (Jan 2023 – Apr 2023) ●​ ​Served as first point of contact for clients and vendors; managed correspondence and scheduling. ●​ Planned and executed events, meetings, and training sessions, improving staff productivity. ●​ Strengthened customer loyalty by 30% through personalized service and support. ●​ Trained 15 team members on new product features, reducing complaints by 50% and raising satisfaction scores by 25%. EDUCATION B.Sc. Political Science – Benue State University, Makurdi, Benue State, Nigeria TRAININGS & CERTIFICATIONS Alison ●​ Effective Sales and Customer Care for Businesses Simba Academy TD Africa (2024) ●​ Introduction to Cisco Networking Solutions ●​ Workplace Professional Skills Digital Witch IT Support Community (2024) ●​ ●​ ●​ ●​ IT Support Skills CRM Technical Support Telemarketing, Airbnb, Booking.com, Lead Generation, Email Management ALX Africa Virtual Assistant Programme (2022) ●​ ●​ ●​ ●​ Google Workspace Data Entry Travel Itinerary LinkedIn Optimization Other Training ●​ Mobile Graphics ●​ Social Media Tools & Automation REFERENCES Available upon request.