MERCY ENE OTACHE-| linkedin.com/in/mercy-otache
PROFILE
Experienced customer service representative with a proven track record of resolving customer complaints and promoting
conflict resolution. Skilled in cultivating key client relationships across diverse industries. Proficient in customer service
and relationship management, sales, marketing, brand management, and customer account management
WORK HISTORY
Fidelity Investments
August 2024
Customer Service Relationship Advocate Job Simulation on Forage
• Completed a simulation focused on learning customer service on the Fidelity Investments team
• Navigated multiple customer calls effectively using active listening skills
The KiddoSpace
June 2024
Customer Support (Independent Contractor)
• Handled and responded to various types of customer service tickets needs from all over the world using Gorgias.
• Carried out order management tasks like cancellation, modification and discount requests on Shopify within
average handling time of less than 4minutes.
• Provided top-notch customer service and trustpilot review campaigns to increase NPS promoters and convert
detractors with a 100% success rate.
• Adequately used product knowledge to guide customer purchase decisions and increasing order completion rate
by 80%.
Tropical General Investment Group Distri
January 2023 – March 2024
Position: Customer Success/Account Manager
• Conducted market trend analysis to inform brand development and product pricing decisions
• Monitored distributor stock inventory and market visibility of products
• Developed sales strategies to increase outlets and achieve 100% coverage
• Conducted market intelligence reports on competitor activity, new product performance, and customer feedback
• Collaborated with sales team to implement marketing campaigns and drive sales
• Built relationships with modern trade customers to increase customer loyalty and market share
Access Bank Plc, Lekki, Lagos
April 2019 – January 2023
Position: Customer Service Representative
• Provided assistance to resolve customer concerns via phone, email and chat in a timely and professional
• manner and achieved a customer satisfaction rating of over 90% consistently.
• Processed over 500 order management requests per month with quality score of 98% or higher.
• Successfully resolved a high volume of customer complaints, resulting in a 20% decrease in overall customer
• service issues.
• Collaborated with the marketing team to develop a customer loyalty program that increased repeat business
• by 15%.
• Served as a trainer to other team members, providing guidance and support to help improve overall team
• performance.
• Received a promotion to a senior customer service representative position based on exemplary job performance
• and achievements
EDUCATION
B. Sc Biochemistry
Kebbi State University of Science and Technology, Aleiro.
(2011 – 2016)
High School Diploma (SSCE/WAEC)
Federal Science and Technical College, Yaba
(2005 – 2011)
CERTIFICATION/TRAINING
2024
IT Support Training (Digital Witch Support Community)
2024
VA MasterClass (Elite VA Support Community)
2022
Virtual Assistance (ALX)
2020
Digital Marketing (Google Digital skills for Africa)
2018
Professional certificate in Human Resources Management (HR)
Skills Edge Consulting Limited, Abuja.
2018
Customer Service and Relationship Management (CSRM)
Skills Edge Consulting Limited, Abuja.
SKILLS/TOOLS
Active Listening | Detail Oriented | Problem Solving | Communication | Customer Service | Order Management
Software tools and applications (MS Word, PowerPoint, Excel, Google workspace), Communication tools Slack, Zoom
Shopify, Wordpress, time management Calendly, Time doctor, Project management tools and CRM (Salesforce,
Hubspot, Zendesk, Freshdesk, Gorgias).
REFEREES
Available on request
