Linda E Mba

LINDA E. MBA Lagos, Nigeria | |Portfolio PROFESSIONAL SUMMARY Results-driven Customer Service and Sales Professional with 3+ years of remote experience managing 150+ daily interactions across calls, chats, and emails. Consistent track record of achieving 95%+ customer satisfaction rates, reducing complaint volumes by 25%, and improving process efficiency. Proficient in CRM platforms (Salesforce, Zendesk, HubSpot), softphone systems (3CX, Aircall), and remote collaboration tools, with a reputation for accuracy, empathy, and measurable impact. WORK EXPERIENCE Enrollment Customer Service Representative | APC College Remote | Arizona, USA | Feb 2025 – Jul 2025 • Managed high-volume inbound inquiries across calls, chat, email, and social media, consistently maintaining response accuracy and resolution quality across all channels. Conducted structured follow-ups with prospective students, directly contributing to improved enrollment conversion rates through timely, personalized outreach. Maintained 100% compliance with documentation protocols, ensuring accurate and confidential student records in CRM systems with zero data-entry errors reported. Delivered empathetic, professional support that reduced escalation frequency by efficiently resolving complex inquiries at first contact. Coordinated and supported virtual info sessions and webinars, contributing to measurable improvements in event attendance and prospective student engagement. • • • • Sales Representative | Rise Up Labs Remote India| Contract | Jan 2024 – August 2024 • • • • • • • Conducted research to identify potential clients and market opportunities, contributing to the acquisition of high-value leads. Developed and maintained relationships with prospects through effective communication. Accurately tracked and reported productivity and sales metrics to management, providing insights for strategic decision-making. Managed email outreach campaigns using Apollo.io, resulting in a 20% increase in lead engagement. Managed and responded to inbound sales inquiries, ensuring timely and effective communication with potential clients. Ensured customers received quality customer service, reducing the likelihood of negative customer reviews by 50%. Utilized CRM tools to track lead interactions, ensuring consistent follow-up and maximizing conversion opportunities. Customer Service Coordinator | Lili Natural Glow On-site Nigeria | May 2021 – February 2023 • • • Resolved customer complaints, returns, and exchanges via chat and phone, achieving a 95% resolution rate and consistently receiving high customer satisfaction feedback. Served as a key point of contact for post-purchase support, ensuring timely, professional handling of product concerns that maintained brand trust and repeat customer loyalty. Streamlined complaint-handling workflow to reduce average resolution time, resulting in fewer escalations and improved team throughput. SKILLS CRM Platforms: Salesforce, Zendesk, HubSpot, Freshdesk Softphone & Communication Tools: Aircall, 3CX, Zoom, Google Meet, Slack Support Channels: Inbound & Outbound Calls, Live Chat, Email, Social Media Core Competencies: Escalation Handling, Conflict Resolution, Order & Returns Support, Data Entry & Record Management, Process Improvement, Feedback Reporting Sales: Lead generation, Lead qualification, outreach, Apollo.io, email campaign. Soft Skills: Active Listening, Written & Verbal Communication, Empathy, Multitasking, Time Management, Attention to Detail EDUCATION Institute of Management and Technology Dec 2016 – Aug 2018 Higher National Diploma — Computer Science CERTIFICATIONS • • • Google IT Support Fundamentals — Jan 2024 Customer Service Skills — Alison — Dec 2023 CRM Software Certification: Salesforce, HubSpot, Zendesk, Freshdesk — Jun 2020