Nmezi Obianuju Edna

NMEZI OBY EDNA Surulere, Lagos | - |-PROFESSIONAL SUMMARY Solution-driven Customer service with over 3 years of experience in customer relationship management, client management, office administration, sales and hospitality management. Proven ability to resolve customer complaints quickly and effectively, while maintaining professional trust with brands. Demonstrated a deep understanding of customer needs, while tailoring solutions that resulted in customer satisfaction and loyalty. Converted potential customers into brand advocates through excellent interpersonal and communication skills. Designed a customer feedback mechanism that enhances the swift alignment of customer service strategies with brand positioning. Possesses skills to influence, drive consensus and facilitate solutions that increase customer retention. AREA OF EXPERTISE Email Management Lead Generation Customer Relationship Management Administrative Management Operational Management People Management Project Management Tools Data Entry Critical Thinking Time Management Problem Solving Strategic Communication SOFTWARE TOOLS Google Workspace Microsoft Office Zoom Slack Hubspot Trello PROFESSIONAL EXPERIENCE Executive Virtual Assistant - Hiremote Africa (Remote) May 2022 – Present Deployed google calendar for meeting automation and reminder, reducing the time of the meeting scheduling process by 50%. Designed and harmonized monthly event calendar across 5 departments. Developed an automated workflow process within the staff, increasing productivity by 30%. Initiated the use of Quickbooks and Expensify for financial records and reporting. Which led to saving over 400k. Reviewed the Standard Operational Procedure for the company which was used to onboard 12 interns. Customer Service – Nkoyo Kitchen Appliance. Surulere, Lagos Aprl 2020 – Aug 2022 Reviewed constantly the customers’ feedback and then suggested ways to improve the processes and customer service level agreement. Resolved an average of 80 inquiries per day and consistently met performance milestones in speed, accuracy, and volume. Developed call script for cross-selling products and services and mitigating customer dissatisfaction, improving customer retention by 12%. Attended customers through different mediums such as email, phone calls, and social media chat, which increase customer satisfaction. Operational Supervisor – Road Chef Drive Thru Restaurant. Lekki Phase 1, Lagos Oct 2017 – Dec 2019 Oversaw 5+ employees, and maintain consistency across standard operational procedures in each department, resulting in an 8% increase in service delivery efficiency. Researched and interpreted information on competitors, customers, market needs, and industry trends to better understand and promote products. Facilitated the use of different payment systems such as point of sales and mobile transfer, resulting in payment system improvement. Team Member - Film House Imax Cinema. Lekki Phase 1, Lagos June 2016 – Oct 2017 Investigated any problem relating to seating arrangement as a result of double booking and wrong ticketing. Supervised complete evacuation of customers in an orderly manner from the Cinema facility, while ensuring optimum safety standards Swiftly responded to customer complaints and issues promptly, thereby improving customer satisfaction by 12%. Anchored the sales of refreshments and other consumables for customers based on the request, thereby increasing another stream of income. EDUCATION Hospitality Management – National Open University, LagosIn-view