Peace Isong Akpan

Peace Isong Akpan Abuja, Nigeria | - |-| Linkedin | Upwork Highly resourceful professional with 6+ years of valuable experience in operations management, customer service and sales across various industries. Highly skilled in supervising and motivating employees while promoting and encouraging strategies to sell products. Adept at organizing work schedules, onboarding staff and setting goals. Committed to monitoring sales performance, tracking progress and leading the team to achieve and exceed quotas. Track record in answering customer questions while retaining customers and seeking out new prospective sales. EDUCATION University of Benin Benin, Nigeria B.A Mass Communication- ● Hands-on experience in creating and editing digital media content using industry-standard tools. ● Certificate of Most Zealous Communicator in University of Benin Mass Communication Student Association 2016. TECHNICAL EXPERIENCE • Ticketing Systems: Zendesk, Gorgias, Notion, Freshdesk and Shopify chat • Documentation Tools: Microsoft Office suite and Google Workspace. • Communication Platforms: WhatsApp, Slack, Skype, Bitrix, and Google Meet • Voice tools: RingCentral, and Vici dial. • Social Media: Facebook, Instagram and TikTok • Additional tools: Periscope, Sticky.io, Shopify, Zoho, and Salesforce PROFESSIONAL EXPERIENCE Cutely Covered (Online Women's Fashion Store) Remote Customer Support July 2022 - Present ● Consistently handled over 100 email tickets weekly, demonstrating efficiency and a high capacity for customer query resolution. ● Successfully managed customer service emails (Zoho), phone, chat, and social media interactions. ● Implemented a customer service template, resulting in a 20% reduction in response times, providing faster and more standardized support. ● Implemented training programs for new agents, resulting in a 40% improvement in onboarding efficiency. ● Resolved chargebacks and disputes on Shopify and PayPal, maintaining a 90% dispute resolution success rate. Dropshipping Company Remote Customer Support Specialist - Contract Feb 2023 – September 2023 • Manage email support for a portfolio of 25 dropshipping stores, ensuring timely and accurate responses to customer inquiries. • Respond to various types of customer emails using provided copy-paste templates, including handling order cancellations, refund inquiries, shipping issues, and order site navigation problems. • Achieved a consistent daily average of over 100 emails responded to, meeting and exceeding the minimum requirement. • Monitored and managed order cancellations and refunds, ensuring compliance with company policies and customer satisfaction. Cavaier AB Remote Customer Service Manager January 2023 – July 2023 ● Managed and responded to customer support emails, achieving a 98% response rate within 24 hours, exceeding industry standards. ● Monitored customer feedback and reviews, identifying areas for improvement and implementing strategies that contributed to a 25% reduction in negative feedback. ● Utilized Reamaze and Shopify proficiently, streamlining customer support processes and improving overall team efficiency by 15%. ● Successfully responded to chargebacks on Klarna and PayPal, maintaining a 90% success rate in dispute resolution, minimizing financial losses for the company. ● Led a team of 5 customer support agents, fostering a positive and collaborative work environment Outsource Global Abuja, Nigeria Phone and Sales representative May 2018 – September 2019 ● Efficiently managed 300+ daily inbound and outbound calls, consistently meeting time targets and ensuring prompt issue resolution. ● Exceeded both personal and team qualitative and quantitative targets, earning recognition as the "Most Improved Agent" for surpassing weekly goals. ● Adhered to rigorous quality guidelines, receiving positive feedback from customers and contributing to a high level of service excellence. LEADERSHIP EXPERIENCE Rapid Phone Center Remote Operations Supervisor February 2022 – March 2023 As the Operations Manager at Rapid Call Center Company, I led a high-performance team by providing coaching, leadership, and efficient management. I conducted weekly coaching sessions, monitored Quality Assurance, and collaborated with support teams to achieve service-level goals. Effective communication, documentation of performance levels, and mastery of critical systems were key components of my role in maintaining an inclusive and efficient work environment. ● Initiated daily and weekly update system for improved communication within the team. ● Conducted regular coaching sessions leading to a 20% increase in high-performance indicators. ● Introduced a disciplinary form for structured performance improvement, positively impacting team efficiency. ● Monitored and reinforced Quality Assurance, resulting in a 15% improvement in service quality. ● Achieved a 25% increase in employee engagement and morale through proactive communication. Outsource Global Abuja, Nigeria Operations Department Manager September 2020- February 2022 ● Collated data performance for 100+ agents using CRM tools, facilitating comprehensive insights into individual and team performance. ● Evaluated performance by analyzing and interpreting data and metrics, enabling data-driven decision-making and targeted improvement strategies. ● Collaborated with peers to plan and execute successful community-building programs, fostering a positive, multicultural living environment for 100+ children. Outsource Global Abuja, Nigeria Team Leader September 2020- February 2022 • Implemented prescribed performance management techniques to monitor, identify, and resolve performance and behavioural issues, resulting in a 60% improvement in team efficiency. • Managed a team of 15 individuals, conducting weekly performance appraisals and establishing a feedback loop that contributed to continuous improvement. • Reviewed CMS statistics daily, providing constructive feedback to the team and contributing to a 10% increase in overall productivity. • Successfully resolved escalated customer issues, maintaining a high level of customer satisfaction and resolving concerns in a timely manner. AWARDS Core Value Award Top Rank 5 Prequalification Team Lead Top Team Leader for the Third quarter A Top Team Leader for the first quarter Best improved Agent – Outsource Global – Citizens Disability – Outsource Global – Outsource Global – Outsource Global OTHER Certifications: Customer Service Foundation Training 2022 (LinkedIn), National Youth Service 2018(NYSC) Languages: English (Fluent) July 5, 2021 July-