Rosemary Akpan
CUSTOMER SERVICE REPRESENTATIVE
+234‑- ‑-
Professional Summary
Dedicated and customer-focused Customer Service Representative with five years of experience delivering top-tier support through phone, email, and chat. Skilled in handling high-volume customer interactions, resolving complex issues, and maintaining accurate records using CRM tools like HubSpot, Salesforce, Zendesk, and Intercom. Adept at upselling and cross-selling, improving customer satisfaction, and ensuring a seamless client experience. Passionate about building strong customer relationships and contributing to business success.
Skills
Customer Support (Phone, Email, Live Chat)
Complaint Resolution
Problem-Solving Aptitude
Ticketing
Live Chat Support System
Effective Communication
Troubleshooting
Upselling and Cross-Selling
CRM Tools (Hubspot, Freshdesk, Zendesk, Intercom, Salesforce)
Multitasking
Time Management
Customer Service
Virtual Assistance
Complaint resolution
Order Processing
Email/Chat Support
Effective Communication
Troubleshooting
Administrative Support
CRM Tools (Hubspot, Freshdesk, Trello, Calendly, Monday.com )
Microsoft Office Suite
Data Entry
Appointment Scheduling
Google Workspace
Time Management
Calendar Management
Call Documentation
Problem-solving aptitude
Work History
03/2022 to Current
Customer Service Representative
Digital Witch
Handles 30+ customer interactions daily via phone, email, and live chat, ensuring timely resolution of inquiries and complaints.
Improves customer retention by 20% through personalized support and problem-solving strategies.
Manages customer data using CRM tools like HubSpot and Salesforce, ensuring accurate records and seamless customer interactions.
Upsell and cross-sell services, contributing to a 15% increase in sales revenue.
Provides multilingual support, assisting a diverse customer base across different regions.
Assist in onboarding new clients, guiding them through company processes and services.
03/2020 to 03/2022
Customer Service Representative
Ice Maven
Provided multi-channel support (phone, email, chat) to assist customers with inquiries, complaints, and product information.
Demonstrated strong phone etiquette and communication skills, ensuring a seamless customer experience.
Resolved customer issues and service requests, reducing complaint resolution time by 30%.
Provided after-sales support, ensuring customer satisfaction and fostering long-term relationships.
Volunteered under SHIRLEY AS: Customer Service Representative
Education
2020
Bachelor Of Business Administration : Business Administration
University Of Uyo - Akwa Ibom State, Nigeria
2023
IT Support/CRM Training : Digital Witch Support Community
Customer's Satisfaction - Alison
