MAUREEN OBETA
Customer Service Representative
Enugu, Nigeria • Tel: + - • Email:-LinkedIn Profile: https://www.linkedin.com/in/maureen-obeta
SUMMARY
Results-driven E-Commerce Sales Outreach Specialist with over 5 years of experience in customer service
and sales. Proven expertise in lead conversion, abandoned cart recovery, and proactive customer
engagement via email, SMS, and live chat. Adept at utilizing CRM tools, Shopify, and customer engagement
platforms to drive sales and enhance customer satisfaction. Passionate about exceeding sales targets,
fostering customer relationships, and optimizing revenue generation in fast-paced e-commerce
environments.
SKILLS
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Proficient in Customer Relationship Management (CRM).
Highly skilled in digital Fluency (Google Workspace, Microsoft Office).
Product Upselling & Cross-Selling
Multichannel Support: email, phone, live chat, and social media platforms.
Proficiency in using (CRM) tools: Intercom, Hubpot, Zendesk, Appollo.oi, Trello
Highly skilled in tracking customer inquiries, trends, and feedback.
Persuasive Communication & Negotiation skills.
Time Management & Multitasking
Problem-Solving & Conflict Resolution
Efficient in calendar management, Scheduling, and coordinating appointments.
WORK EXPERIENCE
Feb 2019 till date
Customer Service
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NK’s Collection
Remote, Nigeria
Manage an average of 80+ customer inquiries per day via phone,
email, and live chat, ensuring quick resolution.
Successfully recover 40% of abandoned carts by implementing strategic
follow-ups.
Collaborate with marketing teams to align outreach efforts with business
goals, resulting in improved campaign effectiveness.
Resolve 90% of customer complaints on first contact, reducing
escalations by 30%.
Maintain a <8-hour response time for customer communications
through prioritization techniques.
Increased productivity rates by ~20% by improving internal response
workflows.
Contributed to achieving the highest quarterly customer satisfaction score
(91%).
Completed IT Support Certification, enhancing expertise in tech-driven
customer solutions.
Oct 2021 - Dec 2022
Customer Service
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Jun 2017 – Aug 2019
Dantinajo Gold
Delivered multichannel support, ensuring effective communication
through diverse channels such as email, phone, and social media
platforms.
Led a customer service team, implementing strategies that increased repeat
purchases by 25%.
- Developed sales engagement initiatives, boosting overall revenue by 15%
within the first year.
Managed customer inquiries and concerns promptly, maintaining a
customer satisfaction rate of 95%.
Provided guidance and training to new members of the customer
service team as required, contributing to their effective skill
development.
Maintained meticulous and accurate records of customer interactions,
transactions, and issues within the company's CRM system, ensuring
comprehensive documentation.
Customer support
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Delta, Nigeria
Oyikens Electrical.
Enugu, Nigeria
Implemented customer appreciation and loyalty programs, increasing
repeat patronage by 25%.
Trained and mentored entry-level customer service officers, enhancing
their communication, listening, and multitasking skills.
Collected and analyzed feedback from 900+ customers annually, leading to
process improvements and increased satisfaction.
Ensured accurate customer data handling, improving follow-ups and
engagement strategies using google suite.
Played a key role in the documentation and maintenance of technical
support processes, ensuring consistency and accuracy in issue
resolution across the team.
EDUCATION
2021
Bachelor of Science (Microbiology) University of Calabar, Nigeria.
LANGUAGE: English, Hausa, Igbo
PROFESSIONAL TRAININGS ATTENDED
IT Support Specialist
Digital witch
Soft skills
JobberMan
Communication Strategies
Panninga Foundation
