Promise Ihekwo

IHEKWO PROMISE EZINNE customer service support No 8 Kayode Bello Igando, Lagos State-,- PROFILE SUMMARY I am a detailed, result-oriented, and confident virtual support with a proven ability to listen attentively and a penchant for Communicating complex information more simply to ensure positive feedback. I am a dedicated and customer-focused individual with a passion for providing exceptional service. I have honed my communication and problemsolving skills to effectively assist customers with their inquiries and concerns, ensuring that they leave satisfied and become long-term advocates of the company. I am patient and empathetic, and I take pride in delivering a top-notch customer experience. As a competent customer support, I pay apt attention to details, I am loyal and efficient, with the ability to achieve tasks when working alone and in a team. I am an avid reader and a fast learner with a natural curiosity for learning new things for personal development and the growth of your organization. AREA OF EXPERTISE ▪ Customer Satisfaction: Able to adopt a proactive approach to engaging with ▪ customers. This includes sending follow-up messages to ensure their satisfaction, leveraging email triggers to stay connected, providing easy access to the self-service knowledge base for quick issue resolution, and sending celebratory messages after each purchase to show appreciation and nurture customer loyalty. Additionally, I focus on managing customer engagement and strive to create opportunities to upsell and cross-sell, enhancing overall customer satisfaction and driving business growth. Lead Generation: Expertise in utilizing tools such as Apollo.ai software to carry out comprehensive research and assess potential leads. I follow up on leads through appropriate channels and apply fundamental sales principles to engage prospects, address objections, and effectively articulate the value proposition. I also integrate feedback from clients and prospects to fine-tune strategies and enhance performance. ▪ Customer retention: I established a customer feedback program by creating a well-designed NPS survey question and distributing it to customers via email and other appropriate channels. I then collected and analyzed the responses using Google Sheets, and together with my team lead, we recommended and implemented changes based on the feedback. This led to improvements in sales, referrals, and increased customer retention. ▪ Data and File Management: Ability to proactively implement a structured file management system. This initiative included developing customized file organization methods for each client, and carefully arranging their data to guarantee effortless access. By accurately recording customer information, my goal was to enhance efficiency and provide smooth and pleasant user interaction. E ▪ Email Management: Ability to Manage high volume email inboxes, follow-up customers, and carry out product education through emails, responding to over 100 inquiries and labeling mails according to urgency and importance to prioritize them accordingly. PROJECT ACCOMPLISHMENTS ▪ I consistently maintained high customer satisfaction levels, as evidenced by positive online reviews following their interactions with me. I established a customer feedback program by creating a well-designed NPS survey question and distributing it to customers via email and other appropriate channels. I then collected and analyzed the responses using Google Sheets, and together with my team lead, we recommended and implemented changes based on the feedback. This led to improvements in sales and increased customer retention. ▪ I fostered immediate sales by 20% by ensuring buyers were well-informed and confident in their purchasing decisions by presenting the products and services, with comprehensive and informative details, this enhanced customer satisfaction and encouraged advocacy through satisfied customer referrals and future growth through positive word-of-mouth. ▪ I performed a thorough website audit to identify areas for improvement and offered detailed suggestions to enhance its performance. After implementing the recommendations, the website's visibility increased by an impressive 80%. ▪ I successfully authored a blog post with the appropriate searchable keywords and met the search engine optimization requirements. ▪ Responded to complaints and made to make sure that all orders & services were completed on a timely basis. ▪ Followed up on customers through phone calls, emails, and WhatsApp messages and responded to messages from these mediums of communication. ▪ Offloaded time-consuming tasks like sorting through emails, prioritizing messages, and responding to routine inquiries. This allowed the manager to focus on strategic decision-making and high-priority tasks, leading to better productivity and reduced overwhelm. CORE INTERPERSONAL SKILL Attention to Details: I pay apt attention to details, as demonstrated by how I handle customers’ inquiries, SEO content writing, appointment setting, problem solutions, etc. Telephone and Email Etiquette: I have good telephone etiquette, this is evidenced in my professional and courteous approach to handling customer inquiries, scheduling appointments, supporting sales efforts, conducting follow-ups, and resolving issues over the phone. Good communication: Strong communication skills, both verbal and written, demonstrated in E-mail management and customer interaction. I communicate complex information in a smaller manner to ensure positive outcomes, motivate others, and generate a positive attitude toward setting up new pro Customer relationship: My ability to handle inquiries promptly, personalize recommendations, support sales efforts, manage appointments effectively, and resolve issues demonstrates my strong customer service skills. These efforts contribute to creating positive customer experiences and fostering long-term relationships with customers at Floor Nigeria. Problem-solving: My work experience at Floor Nigeria demonstrates my proficiency in applying problem-solving skills across various responsibilities, from customer complaint resolution and sales support to appointment management and SEO content optimization. These efforts contribute to achieving business objectives, enhancing customer satisfaction, and driving overall organizational success. SOFT SKILLS Microsoft workspace Google workspace Freshdesk Zendesk Google Drive Trello slack SEO Leadscrape Appllo.ai WORK EXPERIENCE January 2024 – MaY 2024 online customer support at Ikenna Abada Commerce. As a Virtual online Customer Support Specialist at Ikenna Abada Global Commerce, I was responsible for providing exceptional customer service and support through various online channels. My role focused on ensuring customer satisfaction, promoting product knowledge, and enhancing overall customer experience. Key Responsibilities: Customer Inquiry Handling: Responded promptly to customer inquiries, queries, and complaints through email, chat platforms, and social media, maintaining a high level of professionalism and empathy. Product Presentation: Presented detailed and informative descriptions of the lingerie products offered by Ikenna Abada Global Commerce, assisting customers in making informed purchasing decisions. Phone Communication: Managed incoming phone calls, addressing customer concerns and providing assistance as needed. Social Media Management: Handled social media platforms, engaging with customers' comments, messages, and posts to maintain a positive brand image and customer relationship Customer Follow-Up: Proactively followed up with customers post-purchase to ensure satisfaction, address any issues, and gather feedback. Product Updates and Education: Informed customers about new product arrivals, promotions, and updates, educating them on product features, benefits, and usage through social media channels. WhatsApp Communication: Created and managed WhatsApp broadcast lists for efficient communication with customers, ensuring timely updates and promotions reach targeted audiences. Administrative Tasks: Maintained accurate records of customer interactions, transactions, and feedback, collaborating closely with the sales and marketing teams to optimize customer engagement and support initiatives. January 2021-November 2023 Customer care representative at FLOOR NIGERIA. As a Customer Care Representative at Floor Nigeria, I played a pivotal role in delivering exceptional customer service and supporting sales initiatives through effective communication and problem-solving skills. Key Responsibilities Customer Interaction: Responded promptly to customers' inquiry calls and managed the E-mail, ensuring timely and professional responses to inquiries and concerns. Product inbox Recommendation: Selected and recommended products to customers based on their needs and preferences, facilitating informed purchasing decisions. Sales Support: Assisted the sales department in achieving a 20% increase in sales goals over three months through proactive follow-up on E-mail leads and scheduling appointments between managers and prospective customers. Appointment Management: Managed and scheduled appointments efficiently, optimizing the customer engagement process and ensuring seamless interactions between managers and clients. Lead Generation: Provided informative presentations of products via phone calls and emails, effectively generating leads and supporting customers in their decision-making process to drive sales. Problem Resolution: Identified and analyzed customer complaints, taking prompt and effective measures to resolve issues and enhance customer satisfaction. Google Ranking: Successfully ranked blog posts on Google through SEO optimization and keyword integration, contributing to increased website traffic and customer engagement. Content Marketing: Strategically crafted blog posts to enhance online visibility and drive organic traffic to the website, resulting in improved brand awareness and lead generation. SEO Content Writing: Wrote blog posts and optimized website pages with SEO techniques, incorporating relevant Google keywords to improve search engine rankings. CERTIFICATION(S) 2024 Digital Marketing Skill Institute ( SEO SPECIALIST) 2024 Virtual assistants (Ramanda Enterprise for virtual assistant skills) EXTRA-CURRICULAR ACTIVITIES JULY 2023 B1 GOETHE INSTITUTE OF GERMAN LANGUAGE GRADUATE. FOREIGN LANGUAGE: I Embarked on a language journey, I took German language courses from basic to intermediate level. I attended language events and seminars at Goethe Institute organized by German personnel. ACADEMIC QUALIFICATION- Nnamdi Azikiwe University (B.E.D English Education ) INTEREST 1. Reading: Motivational and business-minded articles 2. Learning and practicing digital marketing strategies 3. Listening to both entertainment and business news 4. Travelling and meeting new people 5. Singing-I love to sing Christian and a few selected circular music REFEREES Available on request