Mercy Ekunke

MERCY EKUNKE Block C, A’ Close 111 Road, 3rd Avenue, Gwarimpa, Abuja • Phone: --• www.linkedin.com/in/mercy-ekunke PROFESSIONAL PROFILE Energetic and goal-driven administrative and customer service professional with over 5 years of experience in client support, customer care, account management, debt recovery, and digital communication. Well-versed in communication tools, CRM software, and virtual call systems. Experienced in remote work environments, adept with digital communication tools, and committed to delivering outstanding service that drives client satisfaction and organizational growth. Seeking an opportunity in a dynamic and diverse organization, with particular interest in call centre operations, administrative coordination, or customer experience management. EDUCATION Bachelor of Arts - History and International Studies University of Calabar, Calabar 2021 Senior Secondary Certificate Examination - WAEC NYSC Demonstration Secondary School, Ikot Ansa, Calabar 2012 PROFESSIONAL EXPERIENCE Collection Specialist 2024 – Present FairMoney Microfinance Bank, Abuja • • • • • • • • Proactively manage a portfolio of delinquent accounts, initiating outbound calls using Tiphone CRM to recover overdue payments and restructure repayment plans. Recovered over ₦50M in non-performing loans within the first 3 months through strategic negotiation and customer follow-up. Delivered exceptional customer service by addressing borrower concerns professionally, providing solutions tailored to financial challenges while protecting client relationships. Maintained accurate and up-to-date records of payment promises, account status, and call outcomes, contributing to improved recovery tracking and reporting. Consistently exceeded daily and weekly call and recovery targets, with an average of 1000+ successful contact attempts per day. Applied strong problem-solving skills to resolve disputes and miscommunication, ensuring a 25% increase in successful resolutions on first contact. Collaborated cross-functionally with customer support and risk teams to escalate critical issues, leading to improved turnaround time for account resolutions. Honed communication, persuasion, and negotiation skills, building customer trust and enhancing repayment compliance. Educational Instructor 2021 - 2022 Ibesikpo Secondary Commercial School, Akwa Ibom State • • • • Designed and implemented engaging lessons focused on improving students' written and verbal communication skills. Utilized problem-solving methodologies during tests to enhance critical thinking among students. Fostered effective communication with peers, colleagues, administrators, and parents, leading to a 20% increase in student performance. Assisted students in understanding the importance of historical studies and their applications, resulting in a 45% improvement in exam scores. • Integrated technology into the classroom to facilitate modern learning techniques, increasing student engagement by 65%. Customer Care Representative, Executive Assistant 2020 - 2021 Aim Global Company (La Buena Vida), Calabar, Cross-River State • • • • Managed incoming customer inquiries, providing excellent service and resolving issues promptly, resulting in a 30% improvement in customer satisfaction. Scheduled meetings, managed calendars, and performed administrative tasks efficiently, leading to a 35% increase in organizational productivity. Demonstrated strong persuasive skills, gaining customer trust and confidence, which boosted sales by 53%. Assisted with daily time management and organizational tasks, contributing to smoother operations and enhanced team collaboration. 2019 – 2020 Social Media Manager (Remote) Dr Sara Skin Clinic, Lagos State • • • • Increased brand visibility and engagement through strategic use of social media platforms, achieving a 60% growth in followers within six months. Managed daily social media campaigns ensuring consistency and alignment with brand guidelines, leading to a 45% increase in customer inquiries. Enhanced customer engagement by creating compelling content, including videos, to strengthen the company’s online presence. Responded to online inquiries and comments promptly and professionally, fostering a positive community and improving customer satisfaction by 20%. 2014 – 2015 Sales Executive Edmark Nig Ltd., Cross River State • • • Promoted high retailing standards and provided accurate product information to customers, leading to a 35% increase in sales. Managed inventory and stock, ensuring accurate record-keeping and timely replenishment, which reduced stock outs by 25%. Assisted customers in locating products and provided exceptional service to enhance their shopping experience, improving customer loyalty by 40%. TRAINING & CERTIFICATION • • • • • • • McKinsey Forward Certification Program -McKinsey & Company Business Analysis – Data Modelling - Google Certification on Digital Marketing - Google Certificate Program on Software Development – Women Techsters SKILLS & COMPETENCIES Call Centre & Customer Service Skills - Call Handling (Phone, Email, Chat), Conflict Resolution & Empathy, CRM & Remote Work Tools (e.g. Google Workspace, Zoom, Trello), Time Zone Flexibility & Remote Collaboration Technical & Administrative Skill - Power-BI Power BI (Basic Data Visualization), Microsoft Office suits, IT Support, Calendar & Schedule Management Other Skills – Excellent Communication Skills, Analytical Skills, Problem Solving and Critical Thinking, Administrative Orientation, Team Leadership, Organizational Skills, Time Management, Adaptability & Multitasking