Mercy

Mercy Nwuba Customer Experience & Reputation Management Expert Email Address:-LinkedIn: www.linkedin.com/in/mercychinyerenwuba WORK SAMPLE REMOTE | AVAILABLE FULL-TIME | TIMEZONE: EST/CST-ALIGNED PROFESSIONAL SUMMARY I’m a people-first communicator with years of experience creating smooth, meaningful interactions between brands and customers, particularly in the short-term rental, real estate, and hospitality sectors. I’ve helped growing companies reduce churn, build loyal client relationships, and maintain stellar reputations across public platforms by listening carefully, responding with empathy, and acting fast. If your support inbox is a mess, refunds are rising, and negative reviews are starting to trickle in… you're not just losing sales, you're losing trust. In e -commerce, you don’t get a second chance to impress a customer. Fast, reliable, and human-centered support is the difference between abandoned carts and repeat buyers. My background in customer success, remote operations, and support analytics means I’m not just here to respond to reviews, I’m here to make sure they reflect a company’s best. SKILLS & ABILITIES • • • • • • • • Online Reputation Management (Airbnb, Vrbo, Google Reviews) Live Chat, Phone & Email Support Data Entry & Customer Documentation Escalation Handling & Guest Relations Team Collaboration & Escalation Handling Feedback Pattern Analysis & Quality Improvement Conflict Resolution Customer Experience Optimization • • Strategic Problem-Solving skills SLA Tracking & Client Retention (95%+ sustained rates) Fast, Autonomous Problem-Solving in Remote Environments Adaptability & Flexibility Can-do Attitude Clear, Polished Guest Messaging & Review Responses Technical Support & Troubleshooting Operational Efficiency Enhancement • • • • • • TOOLS • • • • • • • • • • • • • • • • • • • • • Slack HubSpot Zendesk Microsoft Office Suites Google Workspace Intercom Thinkific Dropbox Excel Ontraport Zoom Canva Calendly Notion Airtable Zapier Trello Asana ChatGPT Claude.ai Monday.com EXPERIENCE March 2024 – June 2024 Client Engagement/Community Manager (Remote) Built To Impact LLC - USA • Managed client communications across channels, cutting churn by 90% through proactive outreach. • • Jul 2023 – Dec 2024 • • • Handled account management and service support for 80+ property clients using HubSpot and LiveChat, achieving 95% satisfaction score. Responded to guest concerns and special requests with warmth and clarity, maintaining a 24-hour resolution window in 95% of cases. Identified review trends across listings and communicated action steps to improve check-in processes, reducing guest complaints by 89%. Account Manager IDIOLNUPO Intl. Bridal Wears - Nigeria • • July 2017 - Dec 2019 I coordinated day-to-day team operations and resolved client support issues using Google Workspace, Excel, and Slack. I ensured brand reputation remained intact by maintaining organized and accurate communication logs with vendors and stakeholders. Customer Support Manager Zedco Real Estates LLC - USA • Sep 2021 – Nov 2022 Ensured compliance with customer service standards, aligning with company policies and procedures. Executive Administrative Assistant EIMAR Construction & Consulting Ltd – Lagos, Nigeria • Feb 2023 – Jan 2024 I delivered 98% client satisfaction in service delivery by leading structured training sessions and ensuring high responsiveness. I managed 40+ client relationships with consistent follow-up, empathy, and discretion. I led customer communications and resolved concerns, achieving a 90% faster resolution rate. Client Support Specialist Digital Witch Support Community - Nigeria • • I educated customers on service options, addressed concerns with care, and followed through on resolutions. Logged and tracked issues, improving visibility and closure rates for customer complaints. Education Sep 2017 – Jan 2021 Nnamdi Azikiwe University – Nigeria Management Policy CERTIFICATE • Monday.com Admin Associate • Customer Success Manager_Udemy Certified • Professional Diploma in Office Administration Management Virtual Assistant_ALX • LANGUAGES • English-language • • Yoruba Igbo