Lilian Khama

LILIAN KHAMA-| - | Satellite Town Lagos, Nigeria LinkedIn ID: https://www.linkedin.com/in/khamakolo290 SUMMARY ●​ Results-driven sales and customer service and administrative expert with passion for enhancing client experiences. ●​ Completed an In-Demand IT Support Skills training focused on tech skills to enhance clients support and operational efficiency. ●​ Tech-savvy expert known for leveraging digital tools for efficient customer services and solutions. EDUCATION Enugu State University of Science and Technology - Enugu, Nigeria March 2022 - August 2026 (Ongoing) BA, Mathematics and Computer Science Education. WORK EXPERIENCE Sales Representative May 2021 - August 2024 Digital Witch Support Community- Nigeria ●​ Successfully closed sales, resulting in a 20% increase in conversion rates by leveraging a consultative sales approach. ●​ Demonstrated excellent communication skills, fostering strong relationships with clients and team members leading to an enhanced customer satisfaction, and a significant increase in client retention rates. Customer Service Rep Aug 2021 - December 2023 CushUnda Global Ltd- Abuja, Nigeria ●​ Responded promptly to customer inquiries via phone and email, achieving a 90% resolution rate by actively listening and providing tailored solutions. ●​ Served as an escalation point for complex or sensitive cases, working closely with management to ensure timely, satisfactory resolutions for escalated issues, while maintaining empathy and professionalism in challenging situations. Virtual Assistant August 2022 - November 2024 Rachy's Globe Ltd- Nigeria (Remote) ●​ Handling all incoming and outgoing communications, including emails, phone calls, and correspondence, facilitating efficient information flow and addressing inquiries promptly. ●​ Successfully managing an execute calendar with high demand, leading to a 7% increase in efficiency scheduling VOLUNTEER ACTIVITIES Product Manager (Intern) Tender Solutions, 2023 ●​ Conducted market research and competitive analysis to inform product development and positioning. ●​ Gathered and prioritized customer feedback to enhance product features, leading to a 20% increase in user satisfaction. SKILLS ●​ Critical thinking ●​ Problem-solving ●​ Appointment setting ●​ Strategic Planning ●​ Customer Acquisition ●​ Google Workspace LANGUAGES ●​ Igbo - Native ●​ English - Expert ●​ Excellent Communication ●​ Time management ●​ Microsoft suite