Linda E Mba

Linda E Mba’s PORTFOLIO 2 0 2 5 Hello, I’m Linda E Mba Customer Service Representative I am a Customer Service Representative with over 3 years of experience in the Education and IT industries. I specialize in handling customer inquiries, resolving issues efficiently, and providing excellent support across multiple channels. My focus is on building strong customer relationships, ensuring satisfaction, and representing the brand with professionalism and empathy. Education 2016 - 2018 ComputerScience Institute of Management and Technology, Enugu 2013 - 2015 Software Engineer Rocana Institute and Technology, Enugu Experience APC COLLEGE, Remote, Arizona 1 2 3 4 5 6 Enrollment CSR Feb - July 2025 Handle a high volume of inbound /outbound telephone, email, and chat inquiries from prospective students, providing accurate information on courses, admissions, tuition, and enrollment. Deliver timely resolutions to student concerns while maintaining professionalism and empathy in every interaction, including escalated or dissatisfied cases. Update and maintain student records in internal systems, ensuring data accuracy and confidentiality in compliance with data protection policies. Collaborate with enrollment teams and departments to coordinate seamless student experiences and address cross-functional issues. 7 8 9 Olumaco Technology Ltd, Enugu, Nigeria Customer Service Rep Jan 2022 - Dec 2024 Responded to an average of 150+ customer inquiries daily via phone, email, and chat, maintaining a 95% satisfaction rate . Interpreted policy provisions to provide accurate information and resolve moderately complex customer issues within compliance guidelines. SKILLS AND EXPERTISE CLIENT TESTIMONIAL I’m a people-first problem solver with a passion for creating smooth, positive experiences for customers. With over 4+ years of experience in customer service, I’ve learned that listening actively, responding with empathy, and staying calm under pressure are the secret ingredients to turning a frustrated customer into a loyal one. Whether it's handling a high volume of calls, responding to emails, or chatting live with customers, I pride myself on being patient, clear, and solution-focused. I’ve worked with both individual clients and teams, resolved issues ranging from product complaints to technical glitches, and helped maintain customer satisfaction rates above 90%. What sets me apart? I don’t just follow scripts; I truly care about the person on the other end. I adapt to different tones, ask the right questions, and always aim to leave the customer better than I found them. I’m also tech-savvy and comfortable using CRMs, live chat platforms, and help desk tools to keep things efficient. At the heart of it, I believe great service isn’t just about solving problems; it’s about making people feel heard, valued, and respected. Project 1(HubSpot) With HubSpot, I can efficiently manage customer interactions, track conversations, and keep detailed records of every lead and support ticket. It made it easy to follow up, stay organized, and personalize my communication. I also used it to log calls, schedule follow-ups, and move leads through the pipeline, helping my team stay on track and close deals faster. Project2 Freshdesk & Salesforce I utilized Freshdesk to manage customer tickets, respond to inquiries, and keep everything organized. It helped me stay on top of conversations, prioritize urgent issues, and collaborate with my team to make sure nothing was missed. I also used built-in tools like canned responses and ticket tagging to save time and deliver quick, helpful support. Project 3 Zendesk, Slack Lin da Mb a Lin da Mb a Iused Zendeskto handle customer supporttickets, responding quickly, tracking conversations, and making sure nothing slipped through the cracks. For team collaboration, Slack was my go-to communication tool. It made it easy to share updates, ask questions, and work together in real time, especially when resolving urgent issues. Both tools helped me stay organized and deliver a seamless support experience. A sa na M on da y. co m PROJECT 4 PROJECT MANAGEMENT N ot io n ll o e r T Project 5 Appointment Scheduling Tools Google Calendar and Calendly are used to manage appointments and keep schedules running smoothly. With Calendly, I set up booking links that made it easy for clients to choose available time slots without the backand-forth. Then I synced everything with Google Calendar to stay on top of meetings, send reminders, and avoid double-bookings. These tools helped me stay organized and made scheduling simple and stress-free, for both me and my client CERTIFICATIONS Hire Me Let’s build your brand Contact Details Linkedin: www.linkedin.com/in/linda-mba-b0 Email : -