Mmesoma Onyeakpa

MMESOMA ONYEAKPA Tel: -|Email:-|Lagos, Nigeria PROFESSIONAL SUMMARY Dedicated Customer support, appointment setting and sales professional with over 2 years of experience in providing exceptional support to customers, partners, and prospects via live chat, email, phone and video. Proven track record of resolving customer issues promptly and professionally, with a strong emphasis on empathy and effective communication. Skilled in maintaining and contributing to knowledge bases, identifying areas for process improvement, and advocating for customer needs. Possess a growth mindset, passion for quality assurance, and admission- driven approach to customer. CORE COMPETENCIES • • • • • • • • • • • Microsoft Office Suite Booking and Travelling Arrangement Calendar Management Administrative Support Skills Time Management Attention to details Email and Phone Handling Customer Service Problem-Solving Decision Making Persuasion and Negotiation SKILL HIGHLIGHTS - Conflict Resolution and Multitasking - Task Prioritization - Good communication Skill - Document Preparation and Editing - Customer Support Skills - Adaptability Skills - Empathy Skills - Product Knowledge - Appointment Scheduling - Multitasking - Cold calling • Proficient in Hubspot, Dropbox, Live Chat, Airbnb, Asana, Calendly, Booking.com, ClickUp, Monday.com, Intercom, Freshdesk, Zoom, Loom, Slack, Zapier and other virtual collaboration tools. • Experienced in performing a wide range of administrative tasks including appointment scheduling, records management, and data entry • Excellent organizational and time management skills. • Strong communication skills, both written and verbal. • Detail-oriented with a high level of accuracy. • Ability to multitask and prioritize tasks effectively PROFESSIONAL EXPERIENCE Administrative Assistant (Volunteering) Digital Witch Technical Support Community June 2024 - Aug 2024 • Coordinated and managed daily operations, scheduling, and organizing meetings and events, resulting in a 30% increase in time efficiency and productivity. • Implemented a streamlined customer support system, reducing response time by 40% and increasing customer satisfaction ratings by 25%. • Improved meeting efficiency by preparing detailed agendas and summaries, leading to quicker decision-making. • Automated routine tasks such as scheduling meetings, invoicing, or handling customer inquiries, freeing up time for other priorities. Customer Support Specialist/administrative Executives Petrospect Limited January 2023-Present • Provided quick and helpful support to customers, partners, and prospects via email, live chat, phone, and video. • Responded professionally, empathically, and promptly to customer inquiries, resolving issues efficiently. • Maintained and contributed to the knowledge base by authoring, editing, and updating selfservice resources. • Identified and implemented process improvements to optimize the customer experience. • Served as the voice of customer feedback, advocating for customer needs to revenue and product teams. • Utilized intercom in ticketing and supporting customers. • Utilized Calendly and google calendar to set appointment for executives and customers alike • Ensure proper documentation and Access to information by ensuring timely and clear data entry using excel sheet, google sheet and hubspot. Customer Support and Sales rep. Culture Kitchen Catering Services Limited, Nigeria April 2022-January 2023 • Provided excellent wait service to ensure satisfaction. • Made menu recommendations, answering questions and sharing information with restaurant patrons. • Provided excellent customer service to guests. • Analyzed customer feedback and order management using hubspot. • Upsell additional menu when appropriate. • Made cold calls selling our swift delivery services and ensuring that others were properly taken and delivered seamlessly • Managed incoming calls and customer inquiries EDUCATION University of Nigeria Nsukka B.Ed in Home Economics TRAINING AND CERTIFICATION • On-Demand IT Skills (Digital Witch Community) Sept 2015 - Oct 2019 April,2024