Mercy

Mercy Nwuba Results-Driven Client Support Specialist Email Address:-LinkedIn: www.linkedin.com/in/mercychinyerenwuba Contact: - PROFESSIONAL SUMMARY As a Seasoned and Proactive Customer Support Expert with over four years of experience, I excel at swiftly addressing customer inquiries and resolving concerns, whether it’s by email or by live chat, having streamlined processes to cut response times by 80% and expedite issue resolution. I have also developed and led training programs for new hires, boosting team efficiency and reducing onboarding time by 95%. By fostering strong relationships and consistently delivering quality service, I can help maintain a high customer retention rate. SKILLS & ABILITIES • • • • • • • • • • Strategic Problem-Solving skills Billings and Account Management Effective Communication Skills Empathy Email Management Advanced English Proficiency Proactive Team player Project Management & Coordination Exceptional Organizational Skills Adaptability & Flexibility • • • • • • • Technical Support & Troubleshooting Conflict Resolution Can-Do Attitude Customer Satisfaction Proactive Team Player Customer Relationship Management (CRM) Ability to learn any software Client Engagement & Retention Strategies Operational Efficiency Enhancement • • • • • • • • Excel Ontraport Zoom Canva Calendly Notion Grammarly Airtable • • TOOLS • • • • • • • • Slack HubSpot Zendesk Microsoft Office Suites Google Workspace Intercom Thinkific Dropbox EXPERIENCE March 2024 – June 2024 Client Engagement | Community Manager (Remote) Built To Impact LLC - USA • • • • Coordinated follow-up through communications, ensuring clients received appropriate information and timely responses. Responded to client phone calls, providing timely and accurate information to address their needs which led to a 90% reduction of customer churn. Led training programs and managed customer service operations at Built To Impact, driving 98% excellence in service delivery. Processed customer payments and billing inquiries with 100% accuracy, building trust and reliability. August 2023 – Feb 2024 Client Experience Expert Zedco Real Estates LLC - USA • • • March 2023 – June 2023 Account Manager | Customer Care Officer IDIOLNUPO Intl. Bridal Wears - Nigeria • • • Sep 2022 – Dec 2022 Developed successful customized strategies for engaging new customers and expanding sales territory. Served as the main point of contact for 40+ client executives and managed their accounts with accurate discretion for a long time. Provided first-line operational support to all points of purchase by email and telephone which reduced delay in providing exceptional support by 90%. Virtual Administrative Assistant ALX (Africa Leadership Xcelerator) - Kenya • • • July 2022 – Aug 2022 Drafted and responded to emails with a 95% response rate within 24 hours, enhancing client satisfaction and internal communication. Streamlined customer relationship management for a portfolio of 80+ clients, achieving a 90% improvement in response time and boosting customer satisfaction scores by 95%. Orchestrated customer portfolio management, surpassing SLAs for response time and customer satisfaction by 80%. Developed proficiency in utilizing a wide range of online tools and platforms which helped me in operational efficiency, improved customer interactions and performed excellently well working remotely. Streamlined communication by managing incoming messages and correspondence, ensuring a 90% timely distribution and organization for improved workflow. Met and exceeded targeted lead conversion goals through strategic engagement tactics on Instagram, contributing to overall business growth and revenue generation. Client Support Specialist | Proactive Virtual Assistant Digital Witch Support Community - Nigeria • • • Developed expertise in virtual communication and problem-solving techniques, ensuring exceptional online customer experiences. Developed proficiency in utilizing a wide range of online tools and platforms which helped me in operational efficiency and improve customer interactions. Proactively assisted customers in resolving disputes, demonstrating strong problem-solving skills to achieve satisfactory resolutions. EDUCATION Sep 2017 – Jan 2021 Nnamdi Azikiwe University – Nigeria Management Policy CERTIFICATE • • • https://drive.google.com/file/d/13xpQTFcJRhMSZ0VCfdg3_UAgx19j8Nu2/view?usp=drive_link https://drive.google.com/file/d/1UT0jli6RXiQnLDeMu_O1HA4I7Julhb3J/view?usp=drive_link https://drive.google.com/file/d/1O1TOj4KtULTFnPymdOUwKjIqXj6bQWW9/view?usp=drive_link LANGUAGES • • • English-language Yoruba Igbo