Obiji Mercy

Mercy Obiji 📍 Abuja, Nigeria | 📧-| 📞 - 🔗 LinkedIn Profile Professional Summary Results-driven Customer Service & Sales Professional with 3+ years of experience in delivering exceptional customer experiences, optimizing sales processes, and increasing revenue. Adept at customer relationship management (CRM), inbound and outbound sales, and team training. Proven ability to resolve customer concerns efficiently, build rapport with customers, and enhance team productivity. Passionate about leveraging customer insights to foster long-term business growth. Key Skills ✔ Customer Relationship Management (CRM) | ✔ Sales & Business Development | ✔ Conflict Resolution ✔ Google Workspace | ✔ HubSpot | ✔ Freshdesk | ✔ Email Marketing | ✔ Social Media Management ✔ Data Entry | ✔ Digital Marketing | ✔ Canva | ✔ Graphic Design | ✔ Inbound & Outbound Calling ✔ Administrative Support | ✔ Training & Team Leadership Professional Experience Administrative Support 📌 Unique Electricals Limited, Abuja | July 2023 – January 2025 Provided administrative support by handling documentation, managing records, and overseeing internal communication. Led sales & customer service operations, implementing strategic CRM techniques that boosted revenue by 120% within 8 months. Managed and nurtured relationships with 40+ customers daily, resolving 90% of inquiries on first contact, increasing customer retention. Trained and mentored new staff, improving their sales performance by 40% through structured coaching. Conducted accurate stock-taking and financial planning, ensuring seamless business operations. Sales & Customer Service Representative 📌 Prymo Strategies and Investment Ltd, Abuja | Feb 2021 – June 2023 Contributed to 180% company growth by proactively identifying sales opportunities and improving team collaboration. Built strong customer relationships by actively engaging in meaningful conversations, understanding their needs, and ensuring personalized service, resulting in higher customer satisfaction. Handled email management, chat support, and data entry, ensuring prompt responses, efficient documentation, and accurate customer records. Assisted in onboarding and training new customer service agents, enhancing team performance. Customer Success Manager 📌 SigmaPAY (Fintech Startup), Remote | May 2021 – June 2022 Built and maintained strong client relationships, proactively addressing concerns and improving user engagement. Managed executive calendars, scheduled meetings, and prepared business reports using Google Docs & Calendly. Handled customer support via HubSpot, achieving a 95% satisfaction rate from user interactions. Designed marketing graphics and promotional materials using Canva to enhance brand visibility. Led social media management, increasing audience engagement by X% through strategic content creation and advertising campaigns. Leveraged email marketing tools (Mailchimp, Klaviyo) to enhance customer communication and retention. Education 📖 Bachelor of Science in Economics | Imo State University | 2018 Certifications 🎓 Certified Customer Relationship Management Professional | Chartered Institute of CRM (2020) 🎓 Human Resource Management Certification | Alpha Consulting (2020) 🎓 Certified Digital Marketer | Institute of Chartered Digital Marketing (2020) 🎓 Customer Service Foundation Course | Ingenium Concept Ltd (2023) Languages 🗣 English | Igbo