MERCY CHIMAOBI
Enugu, Enugu State, Nigeria
Customer Service Representative
PROFESSIONAL SUMMARY
A Customer Support Representative with over 6 years of experience in client relations, resource
management, and business operations. Proficient in scheduling and coordinating appointments using tools
such as Microsoft Teams, Calendly, and Google Calendar. Experienced in managing business workflows and
tracking project progress through platforms like Monday.com, ClickUp, and Asana to ensure timely and
professional delivery. Dedicated to enhancing customer satisfaction and delivering seamless support
experiences through efficient communication, organizationS and attention to detail.
SKILLS
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Customer service and client relations
Time management and multitasking
Good typing speed
Effective communication and emotional intelligence
Team leadership, training and conflict resolution
Sales strategy, implementation and revenue growth
Smart, reliable and adaptability
Digital literacy, google workspace, Microsoft 365
CRM tools, internal communication tools
Appointment setting and scheduling
Attention to detail
WORK HISTORY
Aug ’2018 -Date
Customer Success Manager and Business Manager
K.C Gaming Network Limited
• Attends to over 30 customers calls on daily basis, attending to customers needs while
ensuring that customers satisfactions and retainerships are met.
• Sends over 50 mails daily, keeping the board abreast with daily happenings in the
shop to ensure easy flow of communication.
• Manages credit on the tills and ensures no till has more than the specified credit so as
to ensure no cash and credit shortage and uphold proper accountability from
cashiers.
• Ensures that each department has the right number of workers on ground daily to
ensure optimal delivery and increase in revenue generation.
• Trains staff on product knowledge and ensures the best hands are placed on each till
for maximum productivity.
• Ensures prompt and complete payment of customers winnings.
• Manages both the company, outsourced staff and giving feedback to each unit
concerning each staff on monthly basis.
• Analyzes performance metrics to drive efficiency
• Resolves customers complaints and ensuring a seamless experience.
Jan ‘2016 -Aug ‘2018
Payout Officer and Customer care Manager
Ichase Outsourcing Limited
• Opened online account for customers while striving they adhere to the rules to avoid
their accounts from being blocked.
• Delivered top-tier customer support, resolving queries promptly.
• Processed transactions, payments, withdrawals and refunds.
• Delivered excellent customers, kept customers happy and engaged.
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Managed accounts of walk-in customers and customers in diaspora, ensured
transparency and accountability.
Increased customer loyalty which led to business growth.
Resolved issues, complaints and escalated technical issues to I.T department.
EDUCATION
Higher National Diploma: Mass Communication.
Institute of management and Technology
TRAINING AND CERTIFICATIONS
Digital Witch IT Support Community - 2024
• IT Demand Skills
• Technical Support
