Grace Sylvester

Grace Sylvester. Customer service Representative , Sales Representative , and Virtual Assistant. Location: Plateau state, Nigeria Email:-Phone: - - --Objective A dedicated and versatile professional with 4+ years of experience in customer service, virtual assistance, and education. With a proven track record of managing customer inquiries, resolving complaints, and enhancing customer satisfaction, I am committed to delivering exceptional service that exceeds expectations. Eager to contribute my skills and experience to a dynamic team and drive positive customer experiences. --Professional Experience Customer Service Representative Mama Local Stores, Kaduna, Nigeria *August 2020 – June 2024* - Delivered top-tier customer support, managing high volumes of incoming calls, resolving inquiries about products and services, and processing payments and returns. - Efficiently resolved customer complaints, demonstrating a strong ability to de-escalate conflicts and maintain customer satisfaction. - Maintained accurate records of customer interactions and transactions, ensuring data integrity and transparency. - Consistently met and exceeded team sales targets, contributing to the overall success of the store. - Developed strong relationships with customers, enhancing brand loyalty and repeat business. Sales Development Representative Mama Local Stores, Remote, Nigeria *May 2019 – August 2020* - Proactively identified and qualified potential customers, generating new business opportunities for the company. - Managed leads through the sales pipeline, tracking progress towards meeting sales goals and contributing to the store's revenue growth. - Achieved a consistent daily volume of 300 cold calls, demonstrating resilience and effective communication skills. - Set appointments and followed up on leads, ensuring a smooth transition through the sales process and fostering long-term customer relationships. Virtual Assistant Inspired Ink, Remote, Nigeria *February 2022 – August 2023* - Provided high-level virtual assistance, specializing in support for clients in the literary and creative industries. - Managed administrative tasks, client communication, and project coordination with a focus on efficiency and confidentiality. - Adapted to the unique needs of each client, providing personalized assistance that enhanced client satisfaction. - Utilized virtual assistant tools and AI-powered technologies to streamline communication, scheduling, and task management processes. - Committed to continuous learning and staying updated on emerging trends in virtual assistance and AI integration. Teacher Missions International Schools, Kaduna, Nigeria *September 2018 – October 2019* - Planned and delivered engaging lessons tailored to the diverse needs of students, promoting a positive and inclusive learning environment. - Developed and implemented comprehensive lesson plans, assessing student progress and adjusting instruction as needed. - Collaborated with colleagues, parents, and administrators to support student learning and address individual needs. - Participated in extracurricular activities to enrich the educational experience and foster community among students, parents, and staff. --Education University of Jos *Bachelor's Degree in English and Literary Studies* (in progress) Ammega Model College *S.S.C.E | Arts* *W.A.S.S.C | 2022* --Skills - Customer Relationship Management (CRM) - Conflict Resolution and Problem Solving - Communication skills (verbal and written) - Active listening skills - Problem-solving skills - Time management skills - Patience and empathy - Product knowledge - Adaptability and flexibility - Positive attitude and friendliness - Conflict resolution skills - Attention to detail - Multitasking skills - Technical skills (e.g., software, hardware, tools) - Language skills (multilingual) - Emotional intelligence - Critical thinking skills - Creativity and resourcefulness - Leadership skills - Teamwork and collaboration skills - Analytical skills - Continuous learning and improvement mindset - Customer relationship management (CRM) skills - Sales and upselling skills - Data analysis and reporting skills - Social media and online community management skills - Crisis management and escalation skills - Coaching and mentoring skills - Process improvement and optimization skills - Technology and software skills (e.g., AI, automation) - Business acumen and industry knowledge - Certification in customer service (e.g., CCA, CSCP) - Empathy and emotional intelligence - Positive attitude and resilience - Adaptability and flexibility - Strong work ethic and reliability - Teamwork and collaboration - Time management and organization - Continuous learning and self-improvement - Conflict resolution and negotiation - Active listening and clear communication - Emotional regulation and stress management - Proficiency in CRM software (e.g., Salesforce) - Knowledge of customer service software (e.g., Zendesk, Freshdesk) - Familiarity with communication tools (e.g., phone, email, chat) - Data entry and management skills - Microsoft Office or Google Suite skills - Social media management skills - Basic coding or HTML skills (optional) - Knowledge of industry-specific software or tools - Familiarity with AI-powered customer service tools - Certification in technical skills (e.g., ITIL, CompTIA) - Sales and Lead Generation - Administrative Support - AI-Powered Virtual Assistance - Time Management and Organization - B2B Cold Calling - Microsoft Office Suite and Google Workspace --Certifications and Awards - *S.S.C.E | 2022* - *W.A.S.S.C | 2022* - *F.S.L.C | 2016* - *U.T.M.E | 2022* --Languages - English (Fluent) - Spanish (Basic) ---