MERCY NNAMDI UKAIRO
-
CUSTOMER SERVICE REPRESENTATIVE
-Abuja, Nigeria
SUMMARY
Results-driven Customer Service Representative with 4 years of experience in providing exceptional customer support and fostering
positive client relationships. Proven track record of consistently exceeding performance metrics and delivering outstanding service.
Adept at resolving complex issues and handling challenging situations with professionalism and empathy. Strong communication and
problem-solving skills. Passionate about delivering top-notch customer experiences to maximize satisfaction and drive business growth.
EXPERIENCE
CUSTOMER SERVICE/SERVICE CENTRE OFFICER
ACCESS PENSIONS LIMITED
September 2023 till date
Acted as the main point of contact for customers, provided impeccable support and managed a high‑volume workload, handling an
average of 100+ customer interactions daily via phone,walk in, email, and live chat, and ensured timely resolution of issues.
Exceeded customer satisfaction targets by 35% through prompt and personalized assistance, effectively addressing inquiries, and
resolving issues.
Processed customer's portfolio update, documentation and payment requests. Maintaining due diligence and high level
professionalism
Demonstrated exceptional problem‑solving skills by resolving complex customer complaints, resulting in a 42% reduction in
escalations to supervisors.
Collaborated with cross functional teams to streamline processes, coordinate problem resolution and ensure smooth customer
experiences resulting, in a 60% decrease in average resolution time.
Utilized CRM software to track and document customer interactions, ensuring accurate and comprehensive records for future
reference.
Managed a portfolio of key accounts, developing strong relationships and providing exceptional customer service increasing customer
retention rates by 30%.
Maintained a high level of professionalism, empathy, and courtesy during interactions with customers, ensuring their satisfaction
and building positive relationships.
RELATIONSHIP MANAGEMENT OFFICER
12/2022- 09/2023
ACCESS PENSIONS LIMITED
FIRST GUARANTEE PENSIONS LIMITED
04/2022-12/2022
Set up accounts for new customers, ensuring accurate documentation and customer satisfaction.
Managed a portfolio of key accounts, developing strong relationships and providing exceptional customer service increasing
customer retention rates by 30%.
Maintained a high level of professionalism, empathy, and courtesy during interactions with customers, ensuring their
satisfaction and building positive relationships.
Utilized CRM software to track and document customer interactions, ensuring accurate and comprehensive records for
future reference.
TICKETING & RESERVATION OFFICER
12/2019 - 04/2022
JCC TRAVELS & TOURS
Resolved customer inquiries, including changes to itineraries, cancellations, and special requests, in a timely and customer‑oriented
manner.
Handled payment transactions, ensuring accuracy and adherence to company policies.
Maintained up‑to‑date knowledge of travel industry trends, regulations, and airline policies to provide customers with accurate and
current information.
Provided exceptional customer service during flight delays, cancellations, and rebooking, ensuring minimal inconvenience to
passengers.
1/2
SKILLS
Customer-focused service
Excellent verbal and written communication
Customer Relationship Management
skills
Complaint and Conflict
Active listening and empathy
Resolution
Excellent organizational skills
Cross-functional
Discretion and Confidentiality
Collaboration and
Multitasking, Time
Microsoft Office ( Word, Excel,
Dynamics 365 CRM,
Outlook,Service Desk)
Management and Effective
Google Workspace
Interpersonal Skills
Prioritization
FreshDesk
Problem Solving
Salesforce
Workforce
Zendesk
CPas
Fund Fusion
E D U C AT I O N
Economics
Abia State University Uturu - Bachelor of Science (BSc)
C E R T I F I C AT E S
Strategy Consulting Virtual Experience
06/2020 - Present
Institutional Banking Virtual Internship Program
06/2020 - Present
Investment Management Virtual Experience Program
10/2021- Present
Sustainability in Banking Virtual Experience
05/2022 - Present
LANGUAGES
English
Native
