Isioma Anita Umunna

ISIOMA ANITA UMUNNA │- - CUSTOMER SERVICE REPRESENTATIVE (CLIENT SUPPORT & EXPERIENCE) ​ Customer Service Representative with 3+ years of experience delivering high-quality support in education and hospitality. Skilled in handling 100+ daily interactions, resolving complaints with empathy, and maintaining accurate CRM records. Proven ability to improve response times and build strong client relationships that drive satisfaction and retention. AREA OF EXPERTISE Customer Support · Complaint Resolution · Active Listening · Problem Solving · Conflict Resolution · CRM Management (Salesforce, HubSpot) · Email & Phone Support · Customer Retention · Service Recovery · Time Management · Cross-functional Collaboration KEY ACHIEVEMENTS Jephthah Comprehensive Secondary School: ●​ Improved response time and follow-up consistency, contributing to a 30%+ increase in enrollment inquiries and client engagement ●​ Strengthened parent relationships through proactive communication and effective issue resolution​ Golden Tulip Port Harcourt Hotel: ●​ Delivered exceptional guest support, contributing to a 15% increase in upsell revenue through positive customer experiences ●​ Maintained high responsiveness to guest needs, improving satisfaction and repeat patronage.​ PROFESSIONAL EXPERIENCE JEPHTHAH COMPREHENSIVE SECONDARY SCHOOL​ Customer Service Representative (Remote)​ Rivers State, Nigeria December 2024 - Present ●​ Managed 100+ daily customer interactions across phone, email, and in-person channels, delivering prompt support and a consistently positive client experience ●​ Handled customer inquiries and complaints with empathy, identifying needs and providing effective solutions to improve satisfaction and trust ●​ Maintained accurate customer records in Salesforce CRM, logging all interactions and improving follow-up response time by 40% ●​ Collaborated with admissions and academic teams to resolve customer issues and deliver seamless, end-to-end service GOLDEN TULIP PORT HARCOURT HOTEL​ Rivers State, Nigeria Sales Development Representative​ January 2023 – December 2024 ●​ Managed 100+ daily guest interactions across phone, email, and in-person channels, delivering prompt and professional support ●​ Resolved guest inquiries and complaints efficiently, maintaining high levels of customer satisfaction and loyalty ●​ Maintained accurate customer records in HubSpot CRM, improving service tracking and follow-up efficiency ●​ Handled high-pressure situations calmly and collaborated with cross-functional teams to ensure seamless service delivery from inquiry to resolution GOLDEN TULIP PORT HARCOURT HOTEL​ Rivers State, Nigeria Acting Head / HR Officer ​ July 2019 – January 2023 ●​ Managed relationships with 100+ internal stakeholders, improving communication and operational collaboration. ●​ Reduced employee grievances by 35% through proactive communication and structured conflict resolution. ●​ Improved documentation accuracy and HR reporting by 20%, enabling more reliable data for operational decision-making. EDUCATION B.Sc. Banking and Finance - Niger Delta University, Nigeria Customer Service Certification – HubSpot Academy (2025)