Madu Leona Ebere

MADU EBERE LEONA CUSTOMER SERVICE SPECIALIST|ADMINISTRATIVE ASSISTANT- - Imo state, Nigeria | LinkedIn Url PROFESSIONAL SUMMARY As a diligent Customer Care Specialist with 5+ years of experience in the legal and real estate sectors, I am dedicated to delivering exceptional client support and ensuring a seamless client experience. Skilled in handling inquiries, I excel in needs assessment, providing tailored solutions, and maintaining confidentiality. My focus is on building strong client relationships to drive satisfaction and loyalty while proactively managing service requests and client communications. I document client interactions thoroughly, leveraging feedback to improve service delivery and contribute to the overall efficiency of the firm. AREA OF EXPERTISE • • • • Communication Problem-Solving Attention to Detail Cold Calling • Empathy • Customer relationship management • Time management • • • • Microsoft Office 365 Google Workspace Conflict Resolution Active Listening WORK EXPERIENCE Customer Service Specialist/ Associate client Consultant – Akah chambers, Imo, Nigeria January 2021 – August 2024 • Increased client acquisition by 30% in six months through targeted cold calling in retail and industrial property sales, fostering strong client relationships that boosted leads and conversions. • Optimized workflows, reducing processing times by 25% for faster resolution of client matters. Client Associate Immigration Consultant – Tokunbo Okunuga & Co, Lagos, Nigeria March 2018 – November 2020 • Developed and updated client resources and FAQs, which improved client self-service capabilities and reduced inquiry response times. • Fostered better collaboration among team members by implementing a shared communication platform, resulting in improved case handling efficiency and a 25% reduction in internal response times. Litigation Support Service – Ozurunmba Chambers, Imo, Nigeria February 2016 – December 2017 • Implemented new case management software that cut document retrieval times by 40%. • Established an improved document review process that boosted accuracy and reduced turnaround times for discovery documents. EDUCATION B.L – The Nigerian Law School, 2014 LL. B – Imo State University, 2012