Macelina Otii

MACELINA OTII Lagos, Nigeria; -;-PROFESSIONAL SUMMARY Customer service and administrative professional bringing over 3years of experience in customer support , I.T support, data entry, business and administrative support. Possess useful skills and practical knowledge of service delivery, communication etiquette, critical thinker, computer competences, resolving problems, accuracy, empathy and improving customer satisfaction with proven multitasking abilities. Committed to maintaining professional relationship to increase profitability and business success. SKILLS\ COMPETENCES VERBAL AND WRITTEN COMMUNICATION SKILLS. DATA ENTRY, ORGANIZING AND ERROR DETECTION. CUSTOMER SUPPORT AND CUSTOMER ENGAGMENT SPECIALIST. EMPATHY AND EMOTIONAL INTELLENGENCE. ADMINISTRATIVE SUPPORT. VIRTUAL ASSISTANCE. TECHNICAL SUPPORT. EMAIL MANAGEMENT, PHONE AND CHAT SUPPORT. TELEMARKETING. PROJECT MANAGEMENT. MATHS SKILLS EVALUATION. WORK HISTORY BOILING POINT ACADEMY 12\2022 - CURRENT EXAM CO-ORDINATOR AND DATA ENTRY OFFICER. Entered numerical data into database with accuracy and typing speed of 80WPM using 10-kay pads. Obtained scanned record for about 400 students and upload into database. Print and photocopied 8 ream of A4 papers with examination questions from various subjects and classes obtaining success and completed ask in record time that ensure great success in the examination and recommendations from management. ADMINISTRATIVE AND CLERICAL ASSISTANT 8\2018 - 12\2020 Developed polices that saved the organization 300 hours a year. Trained 2 corp members in office tasks which later became full time employee. Draw up and maintained termly calendar and appointment\program activities for 2 session [18 months]. Maintained, entered, organized and stored files\data for easy references and keeping inventory of office’s supplies. Contacting customers over phones, chats and email [attends to about 50-80 customers across these media daily]. RELIANCE GLOBAL SERVICES 11\2016 – 6\2018 CUSTOMER SERVICE REPRESENTATIVES Attended to about 75-100 walk-in customers and to about 100-120 calls, chats and mails. Provided primary support to internal and external customers. Grew existing customers by 30% through exceptional customer service and effective technique. Improved customers satisfaction by 28% in 4 months according to online surveys. Handled challenging queries unresolved by team and retained 85% of customers. Organized and manage team tasks using trello and click up. Reduced customer’s complaints by 45% through escalated grievance resolution procedures. VOLUNTERRING SUPER PHARM AND STORE 7\2008 – 2\2010 MEDICAL RECEPTIONIST AND CASHIER Provided accurate information about products, gave recommendations about drugs and goods which increased customers by 65%. Worked closely with shift manager to solve problems and handle customer concerns. EDUCATION UNIVERISTY OF BENIN, BENIN CITY 4\2010 – 6\2014 BACHELOR OF SCIENCE IN MICROBIOLOGY. TRAINING AND CERTIFICATION DATA ANALYSIS (IN-VIEW) COURSERA. CUSTOMER SERVICE FUNDAMENTAL (2022) COURSERA. TECHINAL SUPPORT FUNDAMENTAL (2021) DIGITAL WITCH INC. DIPLOMA IN COMPUTER (2015) FUTA PROJECT MANAGEMENT (2015) PMPI