Inemesit Joy Akpan

INEMESIT JOY AKPAN Customer service Representative Agent Phone: - Email:-LinkedIn: linkedin.com/in/inemesitjoyakpan PROFESSIONAL SUMMARY Dynamic and results-driven Customer service Representative Agent with a proven track record of transforming customer experiences. In just 3 years at In-Motion Business Limited, I've revolutionized our support processes, achieving a 98% customer satisfaction rate and slashing response times by 30%. A CRM virtuoso, I've leveraged cutting-edge tools to boost real-time issue resolution by 40% and first-contact resolution by 25%. My customer-centric innovations have directly contributed to a 20% surge in customer retention, positioning me as a game-changer in the customer support arena. CORE COMPETENCE & TECHNICAL SKILLS ● ● ● ● ● ● ● ● ● ● ● ● ● Multi-channel Customer Support Excellence CRM Mastery (Zendesk, Salesforce, Freshdesk, Intercom, HubSpot) Proactive Problem-Solving and Troubleshooting Exceptional Verbal and Written Communication Process Improvement and Innovation Data Analysis and Reporting for Decision Making Knowledge Base Creation and Maintenance Customer Experience Optimization Remote Team Collaboration Crisis Management and De-escalation Strong Organizational and Multitasking Abilities Proficiency in Call Center Software Project Management Tools (Jira, Asana, Confluence) PROFESSIONAL EXPERIENCE Customer Support Specialist & CRM Innovator In-Motion Business Limited, Uyo,Nigeria — June 2021 to Present ● ● ● Orchestrated a multi-channel support revolution, maintaining a stellar 98% customer satisfaction rate across 50+ daily interactions. Spearheaded the implementation of Intercom, catapulting real-time issue resolution by an impressive 40%. Engineered a 25% boost in first-contact resolution through strategic use of Salesforce CRM. ● ● ● Slashed escalation time for complex issues by 35%, leveraging Jira for streamlined internal collaboration. Pioneered a Knowledge Base using Confluence, resulting in a dramatic 50% reduction in repeat inquiries. Drove 15 product enhancements through data-driven customer feedback analysis and cross-team collaboration. Customer Service Representative Redefine Tech Inc, Lagos, Nigeria — August 2018 to May 2021 ● ● ● ● Delivered exceptional customer support in a high-volume call center, maintaining a 98% customer satisfaction rating. Simplified complex product information into clear, actionable takeaways, enhancing customer understanding and retention by 25%. Proactively identified and resolved customer issues, reducing escalation rates by 15%. Efficiently managed multiple tasks in a fast-paced environment, contributing to team success and operational efficiency. EDUCATION University of Calabar, Calabar - Bachelor of Science in Accounting Graduated: December 2015 Relevant Coursework: Business Communication, Data Analysis, Customer Relations Management CERTIFICATIONS & TRAINING ● ● ● ● ● Digital Witch IT support Academy (2024) Coursera Customer Support Certification (2022) HubSpot Inbound Certification (2021) Advanced Customer De-escalation Techniques Workshop (2022) Data Analytics for Customer Support Professionals (Online Course, 2023) KEY ACHIEVEMENTS/ AWARDS ● ● ● ● Best Employee of the Year 2023, In-Motion Business Limited Customer Satisfaction Champion: Consistently maintained top-tier satisfaction scores, outperforming team average by 15%. Efficiency Trailblazer: Reduced average handle time by 20% while improving quality scores. Innovation Leader: Introduced AI-powered chatbot, handling 30% of routine inquiries and freeing up the team for complex issues. ● Reduced repeat inquiries by 50% by creating and maintaining a comprehensive Knowledge Base using Confluence ● Facilitated 15 product improvements based on customer feedback, collaborating with the product team using Asana VOLUNTEER EXPERIENCE Customer Service Mentor, Local Youth Employment Initiative (2022-Present) ● ● Provide guidance and training on customer service best practices to young job seekers Conduct monthly workshops on communication skills and conflict resolution