Promise Ejiofor

PROMISE EJIOFOR-PROFESSIONAL SUMMARY Dedicated Customer Care Specialist with 3 years of experience in customer support and sales, specializing in providing exceptional customer experiences and creative problem-solving. Proven track record of developing strong client relationships, ensuring timely issue resolution, and driving customer satisfaction in fast-paced e-commerce environments. Adept at utilizing multiple software tools to enhance productivity and streamline communication processes. Experienced at bringing innovative measures that enhance on-time deliveries; focusing on providing top-notch client support, solution provision, and developing relationships to ensure customer loyalty, and business growth. SKILLS ● ● ● ● ● ● ● Customer Relationship Management Multi-Channel Support (Email, Phone, Live Chat) Creative Problem-Solving CRM and Knowledge Base Utilization Cross-Functional Collaboration Escalation Management Data Entry and Reporting TECHNICAL PROFICIENCIES ● ● ● ● Productivity Tools: Slack, Zoom, Google Workspace, Microsoft Office, Trello, Asana, Click-up CRM Systems: Hubspot, Salesforce, Zendesk, Freshdesk, Intercom Communication Platforms: Email, Live Chat, Phone Support, Social Media Analytics and Reporting: Google Sheets, Excel, and Google Analytics. WORK EXPERIENCE CUSTOMER SUPPORT SUPPORT Oct. 2023 - June. 2024 IMMOBIL RELAX ● ● ● ● ● Managed an average of 30 customer interactions via phone, live chat, and email, handling bookings, inquiries, and support for our hotel and vacation rental properties. Achieved a 95% customer satisfaction rate by providing exceptional service, promptly addressing concerns, and offering personalized recommendations for guest stays. Updated room availability and rates across multiple platforms including Booking.com and Airbnb, ensuring accurate information and preventing overbookings. Monitored and responded to guest reviews on Booking.com, and Airbnb, maintaining our properties' high ratings and addressing any issues raised. Collaborated with cross-functional teams to resolve complex customer issues, ensuring comprehensive solutions and timely follow-ups. CUSTOMER CARE SPECIALIST May. 2021 - July. 2023 LADYP SIGNATURE ● ● ● ● ● Resolved over 2000 customer inquiries and complaints, resulting in a 30% increase in customer retention and new customer acquisition. Developed and maintained a comprehensive knowledge base, reducing average response time by 25% and improving consistency in customer support. Implemented a proactive follow-up system, ensuring complete and timely resolution for all customer cases. Collaborated with the sales department to achieve targets, increasing revenue by 20% through effective upselling and cross-selling techniques. Streamlined the order processing and payment system, improving record-keeping efficiency by 80% and reducing errors. CUSTOMER CARE SPECIALIST/SALES ASSISTANT Feb. 2019 - Mar. 2021 CHICASON GROUP OF COMPANIES ● Generated and nurtured over 1000 quality leads, contributing to a 30% increase in sales closure rates. ● Established and maintained positive relationships with over 1000 customer accounts, ensuring high levels of customer satisfaction and loyalty. ● Utilized multiple CRM systems to track sales leads and manage customer interactions, improving overall account management efficiency ● Consistently met and exceeded sales targets by effectively communicating product features and benefits to prospective and existing clients. EDUCATION ● University of Nigeria, Nsukka (2017) BSc in Food Science and Technology CERTIFICATIONS ● ● ● ● ● Improving Your Listening Skills Serving Customers Through Chats and Texts Customer Service Foundations Digital Marketing Fundamentals Data Entry Academy - LinkedIn Learning - LinkedIn Learning - LinkedIn Learning - IIDE - Accounting Hub