Mmesoma Jane Agunwa

MMESOMA JANE AGUNWA Customer Support Specialist || Marketing Executive Nigeria PROFESSIONAL SUMMARY Detail-oriented, empathetic, and dedicated Customer Support Specialist and Marketing Executive with proven experience in administration, record keeping, and client relationship management. Adept at delivering personalized customer experiences, resolving inquiries with empathy and efficiency, and building long-term client relationships that enhance retention and loyalty. Skilled in exceeding sales targets through consultative selling, upselling, cross selling, and lead generation strategies that increase revenue and strengthen market presence. Proficient in managing calendars, coordinating virtual meetings, handling CRM tools, and streamlining workflows to optimize team productivity and business efficiency. Recognized for consistently achieving high customer satisfaction scores, reducing response times, and boosting repeat business through outstanding service delivery. Demonstrates strong communication, multitasking, and problem-solving abilities in fast-paced and high-pressure environments. Passionate about leveraging digital tools, social media strategies, and virtual assistance expertise to enhance organizational efficiency while driving customer satisfaction, business growth, and digital transformation. Brings a unique blend of sales expertise, technical proficiency, and customer support skills to organizations committed to operational excellence and client success. CORE COMPETENCIES Technical Skills ∙ CRM Administration & Optimization ∙ Business Process Automation ∙ Virtual Scheduling & Appointment Coordination ∙ Project & Task Management ∙ Digital Document Creation & Management ∙ Data Handling & Reporting ∙ Digital Communication & Team Collaboration ∙ Workflow & Internal Automation ∙ Service Level Agreement Time Management ∙ Virtual Productivity & Support Operations ∙ Remote Administration Coordination ∙ Virtual Administrative Support for Medical Teams ∙ Data Entry, Research & Data Analysis ∙ Remote Project Management WORK HISTORY Marketing Executive | Hybrid, Cross-Functional Skills ∙ Calendar & Appointment Management ∙ Email, Inbox & Phone Management ∙ Task & Workflow Optimization ∙ Time Management Across Multiple Time Zones ∙ Digital Marketing & Lead Generation ∙ Strong Written & Verbal Communication ∙ Adaptability in Remote Environments ∙ Task Coordination & Follow-through ∙ Empathy and Attention to Detail ∙ Virtual Communication with Patients and Teams ∙ Multidisciplinary Collaboration via Remote Platforms ∙ Project Coordination, Confidentiality & Discretion ∙ Problem-Solving Aptitude and Attention to Detail ∙ Adaptability to Technologies and Systems FIDELITY FORTUNE MANAGEMENT COMPANY | NIGERIA. Mar 2022 To Dec 2024. ∙ Delivered customer support and client engagement services across phone, in-person, and digital channels, achieving consistently high satisfaction ratings. ∙ Promoted, upsold, and cross-sold a portfolio of financial and investment products, contributing to growth in client acquisition, retention, and revenue streams. ∙ Built and managed a portfolio of clients by providing personalized service, proactive follow-ups, and issue resolution, resulting in repeat business and referrals. ∙ Prepared and delivered professional reports, proposals, and client presentations, strengthening sales team effectiveness and supporting executive decisions. ∙ Conducted market research and competitor analysis, identifying trends and providing insights that shaped marketing and sales strategies. ∙ Coordinated internal and external communication, ensuring timely responses to clients, proper escalation of issues, and improved overall customer trust. ∙ Supported management with administrative tasks such as calendar scheduling, virtual meeting coordination, and follow up reporting. ∙ Handle confidential documents and sensitive communications with discretion and professionalism, maintaining the trust of executives and stakeholders. Administrative Officer | On-Site, FIDELITY FORTUNE MANAGEMENT COMPANY | NIGERIA. Sep 2019 To Feb 2022. ∙ Acted as a point of contact for walk-in clients, responding to inquiries and directing them to appropriate departments for resolution. ∙ Provided end-to-end administrative support, including handling correspondence, scheduling meetings, and preparing internal communications. ∙ Oversaw the accurate maintenance of company records, client files, and confidential documents, ensuring compliance with organizational and industry standards. ∙ Maintained and updated client databases, improving data accuracy and accessibility for customer-facing teams. ∙ Collaborated with colleagues across multiple departments, enabling smoother team coordination and service delivery. ∙ Ensured confidentiality in all client documentation, building trust and compliance readiness during audits. Customer Support | On-Site, JESUS CARES INSURANCE COMPANY | NIGERIA. Jan 2015 To Aug 2019. ∙ Handled record keeping and documentation of client insurance policies, claims, and renewals, ensuring compliance and accuracy. ∙ Assisted in providing customer support services by addressing inquiries, clarifying policy details, and guiding clients through documentation processes. ∙ Supported insurance officers in preparing policy updates, renewal notices, and reports, improving the flow of client communication. ∙ Organized and maintained filing systems, reducing delays in accessing client information and enhancing office efficiency. ∙ Provided general administrative support, including scheduling meetings, handling correspondence, and assisting with office operations. ∙ Ensured strict confidentiality of sensitive customer information, safeguarding trust and meeting compliance requirements. ∙ Collaborated with the customer service team to improve response times, reducing customer wait times and enhancing satisfaction. ∙ Actively contributed to process improvements that helped streamline workflows and reduce redundancies in record management. EDUCATION Banking & Finance | Bachelor of Science [B.Sc.] FEDERAL POLYTECHNIC, ANAMBRA | NIGERIA | 2021. ∙ Developed practical expertise in data entry, reporting, financial documentation, and customer service practices. ∙ Gained hands-on experience in client relationship management and team collaboration through academic projects and group research assignments. TRAINING AND CERTIFICATIONS In-Demand Digital skills DIGITAL WITCH SUPPORT COMMUNITY ∙ Acquired practical knowledge of CRM platforms, productivity tools, and digital communication systems, including Google Workspace, Microsoft Office Suite, and virtual collaboration tools. TOOLS AND PLATFORMS ∙ CRM & Helpdesk Systems: HubSpot, Freshdesk ∙ Email Marketing & Outreach: Lemlist, Apollo ∙ Project & Task Management: Trello, Monday.com ∙ Document Control: Docs, Sheets, Word, Excel ∙ Automation & Integration: Zapier, Make LANGUAGE ∙ English [Fluent] ∙ Communication Tools Gmail, Slack, Teams ∙ Collaboration Tools: Drive, Dropbox ∙ Scheduling: Calendly, Google Calendar, Pick Time ∙ SLA Time Tracking: Clockify, Time Doctor ∙ Data Entry & Analytics: Google Sheets, Excel