Lydia Irabor

LYDIA IRABOR ​ Email:-| Phone: - | LinkedIn: www.linkedin.com/in/lydiairabor Professional Summary Customer-driven Customer Support & Sales Specialist with 5+ years of experience in multi-channel support, sales, and client relationship management. Skilled in lead conversion, issue resolution, and CRM optimization to enhance customer satisfaction and retention. Key Skills & Competencies ✅ Customer Success & Relationship Management ✅ SLA and FRT management ✅ Multi-Channel Support (Phone, Chat, Email) ✅ CRM Tools ✅ Conflict Resolution & Retention Strategies ✅ Insurance & Financial Service Knowledge ✅ Process Optimization & Complaint Handling ✅ Cold & Warm Lead Engagement Professional Experience Customer Experience Specialist​ Kuda Bank | Sept 2022 – January 2025​ 🔹 Managed 100+ daily inquiries via chat, email, and phone, resolving customer issues with a 95% satisfaction rating. 🔹 Prospected and nurtured leads, improving conversion rates by 90% through personalized engagement. 🔹 Collaborated with internal teams to streamline service workflows, reducing resolution time by 85%. Customer Service Team Lead​ Ximafx Consulting Limited | Nov 2020 – Oct 2021​ 🔹 Led and mentored a customer service team, ensuring compliance with service standards and increasing customer retention by 20%. 🔹 Managed escalations and high-priority concerns, resolving issues efficiently and improving client satisfaction. 🔹 Developed training resources and internal knowledge bases, reducing response time by 25%. Customer Support & Direct Sales Agent​ Union Bank of Nigeria Plc | Dec 2017 – Jan 2020​ 🔹 Provided multi-channel customer support (phone, email, chat), decreasing complaint escalations by 30%. 🔹 Guided customers in product selection and financial solutions, increasing service adoption by 35%. 🔹 Worked cross-functionally with internal teams to improve customer engagement and optimize sales performance. Education & Certifications ●​ ●​ ●​ ●​ Bachelor of Science in Political Science – Ambrose Alli University (2015) Customer Service: Troubleshooting & Problem Solving – Certified CRM Systems & Call Center Operations – Certified Data Entry & Confidentiality Compliance – Certified Key Achievements ✔️ Transformed a struggling customer service department, leading to a 40% increase in retention. ✔️ ️Developed and implemented CRM-driven service workflows, enhancing efficiency, reducing complaint resolution time AI-powered service tools, cutting response times by 50% and reducing manual errors.