Latifah Elemoro

Latifah Elemoro --Linkedin.com/elemoro-latifah Magodo Phase 2, Lagos Dedicated Customer service professional with 5+ years of progressive experience delivering exceptional customer service across various channels. Adept at resolving issues promptly and building strong relationships to increase customer satisfaction and retention. Passionate about fostering an engaging culture of collaboration, continuous learning, and operational excellence. Dedicated to leveraging datadriven insights to enhance customer experiences across all channels. EXPERIENCE Fibernet Broadband Limited, Ikeja, Lagos Team lead, Customer Experience, February 2023–June 2023 • Delivered exceptional customer service, building strong rapport, and increasing customer satisfaction by 20%. • Directed a team of 5 customer support agents, providing 24/7 live chat and phone support, ensuring customer satisfaction. • Smoothly onboarded new clients, orienting them to processes and garnering positive organizational feedback. • Executed an engagement strategy to nurture strong subscriber relationships, promoting paid feature utilization. • Collaborated closely with the sales team to develop impactful customer case studies, improving retention by 30%. • Trained 3 new support representatives, improving their customer resolution rates by 15% within 3 months. Nordica Fertility Center, Ikoyi, Lagos Call Center Associate, October 2021–October 2022 • Achieved high customer satisfaction and referral rates by efficiently handling complaints, requests, and emergencies promptly (70% and 50% increases, respectively) • Drove monthly target increase by 10% through cross-departmental collaboration to identify and resolve key issues. • Maintained thorough customer records in the CRM database by documenting all calls and complaints meticulously. • Generated reporting on customer satisfaction levels to retain clients better and continuously improve the customer experience. • Ensured customer satisfaction by providing prompt, professional responses to all inquiries via chat and phone. • Established and sustained strong, positive customer relationships through proactive relationship management. HOR Logistics, Surulere, Lagos Customer Service Representative, May 2020–October 2021 • Ensured high-quality customer service through timely resolution of all queries. • Kept customers well-informed of delivery delays or non-deliveries through clear timelines. • Maintained customer satisfaction by responding professionally to all inbound communications across channels. • Efficiently managed all customer complaints, requests and feedback via calls, emails, social media, and CRM. • Consistently processed 150+ orders per week and increased customer loyalty through relationship-building. • Exceeded retention targets by 30% through efficient issue resolution and relationship management. The Synergy Specialist Limited, Ikeja, Lagos Customer Service Representative, February 2019–March 2020 • Handled customer inquiries about ACCA exams, lessons and schedules via phone and email. • Efficiently scheduled classes, events and meetings using virtual tools like Zoom and Google Meet. • Resolved over 75% of customer issues on the initial contact, reducing escalations and repeat calls. • Accurately recorded daily cash transactions, reconciled balances, and sent weekly financial reports. • Developed an individual login system to track class attendance for students and lecturers efficiently. • Enhanced the customer experience by reducing response times by 10% through prompt engagement via live chat. Apples and Oranges SPA, Victoria Island, NY Customer Service Representative, October 2015–August 2015 • Consistently went above and beyond to resolve complex customer issues with creative solutions. • Maintained high customer retention through a personalized approach and exemplary customer service skills. • Exceeded sales targets through proactive upselling of complimentary services and membership programs. • Boosted recurring customer base by an average of 5 monthly signups to the loyalty rewards program. • Increased revenue recommendations. by cross-selling additional services and providing knowledgeable • Consistently convinced an average of 5 new customers monthly to enrol in the loyalty program for future savings. KEY SKILLS • Team Leadership & Development. • Customer Insights & Segmentation. • Strong upselling and interpersonal skills. • Analytical thinking and problem-solving capabilities. • Expertise in conflict resolution and customer retention. • Skilled in record-keeping, goal-setting and teamwork. • Great understanding of customer service KPIs & reporting. • Outstanding written and verbal communication abilities. • Excellent organizational and time management skills. • Expertise with Google Workspace and Microsoft Office Suite. • Strong understanding of customer service dynamics and tools. • Familiar with data entry, record keeping and report preparation. • Proficient with live chat, social media management and CRM systems. • Exceptional multi-tasking, administrative, analytical, and attention to detail. • Good relationship-building, stakeholder management and networking ability. TRAINING/CERTIFICATION Coursera • Introduction to Microsoft Excel December 2023 • Introduction to Data Analysis using Microsoft Excel December 2023 • Using Basic Formulas and Functions in Microsoft Excel December 2023 • Create Charts and Dashboards using Microsoft Excel December 2023 • Microsoft Excel Fundamentals: A Beginner's Guide December 2023 • Critical Thinking, Decision Analysis and Problem-Solving Udemy January 2024 EDUCATION UNIVERSITY OF NIGERIA, Nsukka -) Federal College of Education, Akoka, Lagos Bachelor of Science in Education Biology -) National Certificate in Education (Integrated Science/Biology)