Nyakno Essien

ESSIEN NYAKNO Tel: -, Email:-PROFESSIONAL PROFILE Dynamic and versatile Customer Service professional with a strong commitment to delivering exceptional service by efficiently managing resources. Skilled in providing comprehensive account management support and adept at swiftly addressing customer support issues. Known for resolving queries and concerns promptly, and contributing to record-time solutions. Committed To Ensuring Customer satisfaction through prompt and effective solutions. PROFESSIONAL EXPERIENCE Estility, Lekki, Lagos state May 2024 - Till date Position: Customer Service Representative ∙ Responded promptly and professionally to customer inquiries, complaints and service requests. ∙Identified and reported technical issues within the app to the development team. ∙ Assisted users with login issues, account recovery, and password resets. ∙ Accurately document and process customer information. ∙ Maintained a high standard of customer satisfaction by resolving issues efficiently and effectively. ∙ Documented customer feedback to improve user experience and product functionality. Cakes and Cream, Opebi, Lagos state November 2022 – May 2024 Position: Customer Service Officer ∙ Spearheaded the generation and identification of sales/business leads, contributing to increased revenue streams. ∙ Resolved an average of 150 inquiries in any given week and consistently met performance benchmarks in all areas. ∙ Listened calmly to complaints and resolved issues in a professional and accommodating manner which brought about receiving regular commendations from customers and management team on the high level of customer service. ∙ Maintained an exceptional 98% customer satisfaction score consistently throughout the year,reflecting a commitment to delivering outstanding service and fostering positive customer experiences. ∙ Implemented follow-up procedures to ensure the resolution of customer needs, enhancing overall service quality. Honey's Cupcakes, Ikoyi, Lagos state June 2022 - November 2022 Customer Service Officer ∙ Successfully decreased average call handling time by 15%, demonstrating efficient communication skills and effective time management while maintaining service excellence. ∙ Skillfully resolved 90% of customer complaints during initial calls, showcasing a proactive approach to problem-solving and a dedication to swift resolution. ∙ Provided prompt and effective solutions to customer needs, resolving issues swiftly. ∙ Maintained detailed records of customer interactions, processed accounts, and managed filings.∙ Conducted thorough follow-up to ensure customer satisfaction, contributing to positive customer experiences. Keafasons Communications, Ikotun, Lagos state February 2021- April 2022 Sales Representative/Customer Relationship Executive ∙ Delivered ∙ Played exceptional customer service, fostering strong client relationships. a key role in business development efforts, contributing to company growthwithinQ2of year 2021. ∙ Coordinated ∙ Maintained logistics operations, ensuring smooth delivery of products and services. accurate records, implemented bulk SMS marketing strategies, and managed client relationships effectively. EDUCATION University of Uyo, Akwa Ibom State April 2014 - June 2018 Bachelor of Education, Social Studies Effortswill Academy, Egigbo Lagos 2013 West African Senior School Certificate PROFESSIONAL CERTIFICATION Master Course in Customer Relationship Management (CRM) February 2024 Certified by Udemy Cold Calling Guide: Master Selling on the Phone November 2023 Certified by Udemy Digital Witch IT Support Training September2023 Certified by Digital Witch Diploma in Customer Service June 2023 Certified by Alison Certificate in Customer Care Skills and Telephone Etiquette June 2023 Certified by Alison Customer Relationship Management February 2023 Certified by Terra Learning SKILLS: ∙ Proficient in Microsoft Excel, Word, and PowerPoint. ∙ Ability to use CRM tools like Zendesk, Freshchat, etc. ∙ Data entry skill ∙ Sales negotiation and Business Development skill ∙ Strong interpersonal skills, effective team player, and leader. ∙ Excellent Administrative and time management skill ∙ Excellent communication and planning skills ∙ Analytical and logical approach to problem solving ∙ Excellent oral and written communication skills ∙ Creative and innovative Skills ∙ Excellent training and presentation skills ∙ Excellent Customer Service skill ∙ Sales and Business Development ∙ Complaint Resolution skill ∙ Relationship Management