Margaret Abasieyene Akpan

MARGARET ABASIEYENE AKPAN Customer Service Representative LinkedIn: www.linkedin.com/in/margaret-akpan | Portfolio: https://margaret-abasieyene.my.canva.site, https://margaret-abasieyene.my.canva.site/customer-support PROFESSIONAL SUMMARY Client-focused and solutions-driven service professional with 2+ years of experience in client relations, customer support, and administrative assistance. Proven track record in resolving client issues promptly, maintaining professional relationships, and improving service delivery using CRM tools like Zendesk and Freshdesk. Adept at managing communication, maintaining client records, and supporting sales and business development teams. Highly organized with strong interpersonal, communication, and timemanagement skills. SKILL: ● ● ● ● ● ● ● ● Client Service & Support Customer Relationship Management (CRM) Communication & Problem Solving Calendar & Email Management Client Records & Reporting Microsoft Office Suite Trello | Asana | Google Workspace | Slack Zendesk | Freshdesk | HubSpot |FRONTREST PROFESSIONAL EXPERIENCE Freelance Virtual Assistant- Administrative & Customer Support Remote- |Jan 2024-Present ● ● ● ● ● Provided responsive customer support for multiple clients via email, chat, and phone using tools like Zendesk and Freshdesk. Managed calendars, inboxes, and appointments to improve time efficiency and client satisfaction. Designed branded client reports and forms to enhance communication and service clarity. Resolved scheduling conflicts and supported smooth communication using tools like Calendly and Google Calendar. Created travel itineraries, ensuring accurate bookings and client convenience. ● Recommended process improvements based on client feedback, leading to improved workflow Restaurant Manager-Ábulà Tàwà, Ikeja November 2024- present ● ● ● ● ● Recruited, trained, and supervised a team of 20+ employees across front and back of house positions. Monitored and optimized speed of service metrics while ensuring consistent food quality and customer satisfaction Resolved customer concerns promptly while maintaining positive guest relations. Implemented customer feedback systems to continuously improve service quality. Ensured compliance with food safety regulations and maintained health inspection readiness. Managing and keeping financial Records. Taking inventory and requisitioning for new items. ● Forecasted sales and adjusted inventory/staffing levels accordingly. ● ● Shift Manager- Chicken Republic, Calabar December 2023 - June 2024 ● I responded to customer inquiries across multiple channels (phone, email, in-person), resolving 95% of escalated issues promptly and ensuring high customer satisfaction. ● I delivered accurate information on products and services, providing troubleshooting guidance and support as needed. ● I managed the processing of orders, returns, and exchanges, ensuring smooth and timely operations. ● Maintained 99% cleanliness and hygiene standards, ensuring compliance with HACCP and food safety regulations. ● Trained 14 team members per shift, increasing productivity by 25% through effective team leadership, coaching, and mentoring. ● I ensure 100% compliance with food quality and safety standards, adhering to brand guidelines and quality control processes. ● Implemented FIFO and FEFO inventory management, reducing waste by 15% and optimizing stock control. ● Managed front-of-house cash records with 99% accuracy, utilizing point-of-sale (POS) systems and cash handling procedures. Client Relations- Ivory Health Club- Ikeja, Lagos Internship- |June 2023-December 2023 ● ● ● ● ● Handled customer inquiries and service issues, achieving a 90% resolution rate within 24 hours. Followed up on customer feedback and collaborated with the team to implement service improvements. Promoted subscription packages and supported the sales team in achieving monthly targets. Maintained customer records and scheduled client engagements to enhance service delivery. Created promotional materials using Canva for upcoming events. EDUCATION Bachelor of science in Business Administration, National Open University of Nigeria- CERTIFICATION ● ● ● ● Customer Service – Zendesk Diploma in Customer Service – Alison Virtual Assistant – ALX Africa, Wing Academy, Remote Trybe Asana Foundations & Workflow Specialist – Asana Academy ● AI Career Essentials – ALX Africa ACHIEVEMENTS ● Reduced inbox clutter by 60% for multiple clients through proactive email sorting, labeling, and template-based replies. ● Resolved over 90% of client issues within 24 hours during internship. ● Reduced inbox clutter by 60% for clients through streamlined email management. REFERENCES Available on request