Promise Joseph Ikut

 PROMISE IKUT Customer Service Representative - https://www.linkedin.com/in/promise-ikut PROFESSIONAL PROFILE Results-driven Operations Manager and Customer Service Representative with 5 years of experience in managing day-to-day operations, leading teams, and providing exceptional customer service in e-commerce and various industries. Proven track record of improving operational efficiency, reducing costs, and enhancing customer satisfaction. Competencies Exceptional verbal and written communication abilities. Proficient in Microsoft Office Suite, Google Workspace and Video Conferencing Software like Zoom, Google Meet. People's person, Customer-Centric approach with a strong focus on problem-solving. Proficient in CRM and Project management software (Zendesk, Herodesk, Slack, HubSpot, Asana, Intercom and many others) Detail-oriented, organised, and adept at handling multiple priorities Exceptional prioritising conflicting tasks Ability to build rapport and trust with customers. Ability to work independently and as part of a team. Excellent documentation skills. PROFESSIONAL EXPERIENCE Operations Manager/Customer Service Representative E-commerce Company (October 2024- April 2025) Improved operational efficiency by 80% through process improvements and automation. Reduced customer complaints by 60% through effective issue resolution and proactive communication. Increased customer satisfaction ratings by 80% through excellent customer service and proactive issue resolution. Successfully implemented a new logistics provider, resulting in reduced shipping times and costs. Developed and implemented a customer service training program, resulting in improved customer service skills and knowledge among representatives. Customer Support Representative Vindesima Limited Nigeria(May 2023- August 2024) Established a feedback loop with Product to help bring the voice of the user in all product-related decisions (through qualitative data analysis. Increased Customer Satisfaction by 80% (average) and reduced contact rate by 10%. Supported the development of an internal knowledge base which helped increase productivity within our team, centralised our resources and reduced support resolution time by 10 hours (average). Ensured high lead conversion with the pipeline (78%) using various communication channels to improve customer experience. Customer Service Representative DUECON NIGERIA LIMITED (June 2022– April 2023) Responded to customer inquiries via phone, SMS, and email. Onboarded new customers and worked collaboratively across teams to ensure a successful journey. Updated customer databases and maintained records of interactions. Built rapport with customers through quality conversations, understanding customer goals, and helping them achieve them. Carried out periodic reviews with customers and provided guidance for successful product use. Resolved customer requests through all communication channels within 24 hours. Provided customers with exceptional support to ensure program completion. Provided timely feedback to the company and customers regarding service failures or customer concerns. Customer Service Representative Osas & Oseji Estate Surveyors and Valuers(May 2020– April 2022) Provided exceptional customer support through various channels, managing an average of 50+ inquiries daily. Assisted clients in resolving technical issues, demonstrating strong IT support and troubleshooting skills. Compiled comprehensive weekly reports, identifying customer trends and recommending process improvements. Streamlined office operations by introducing an efficient filing system, resulting in a 30% reduction in retrieval time. Collaborated with team members to achieve departmental goals. EDUCATION HND in Environmental Biology, Akwaibom State Polytechnic, Nigeria -) University of Michigan (in view) CERTIFICATIONS and TRAININGS Digital marketing Certified Customer Success Specialist Customer Success Fundamentals Customer Success Master Class Customer Success Advanced Concept Customer Success Strategic Management Customer Success Career Advancement Google Data Analytics Digital Witch Support Certification in IT Support Skills Tech Support Virtual Assistant Customer Service Representative Diploma in Customer Service LANGUAGES English