Sonia A.

SONIA AKPOFUNURE Ikeja, Lagos |-| - | LINKEDIN | MY PORTFOLIO Professional Summary: Customer-focused and tech-savvy support professional with a knack for problem-solving. Experienced in customer retention, handling inquiries, resolving technical issues, and using CRM tools to enhance the customer experience. Passionate about providing smooth, efficient support and helping customers’ succeed. Key Skills: Customer Support & Assistance. Phone, Email & Chat Support. CRM & Ticketing Systems. Data Entry & Record Management. Order Processing & Follow-ups. Technical Troubleshooting. Complaint Handling & De-escalation. Customer Retention & Engagement. Professional Experience: Project Support Officer, Excelerate| 2024. Assisted in project planning, execution, and timely delivery. Managed documentation, reports, and task tracking. Coordinated communication between teams and stakeholders. Monitored timelines, identified risks, and suggested improvements. Provided administrative support and used Trello & Google Sheets for collaboration. Data Entry and Customer Service Representative: Nitomek Services, USA (Remote) | July 2022 – May 2023 Entered and maintained data with a 98% accuracy rate, using Excel and Google Sheets. Delivered excellent customer support via email and chat, resolving issues promptly. Created detailed reports for management, improving decision-making processes. Administrative Assistant: Keysteps Consultancy, UK (Remote) | January – June 2022 Provided comprehensive administrative support, including scheduling appointments, managing calendars, and handling email correspondence. Assisted in customising CVs and cover letters and tracked job application pipelines using tools like Google Sheets. Maintained organised records for quick document access, improving team efficiency. Utilised Slack, Trello, and Calendly to manage remote team communications and scheduling. Contact Center Agent: MULTICHOICE Group | January 2014 – July 2019 Managed over 100 inbound customer inquiries daily, resolving issues efficiently. Outbound, email, and chat support. Supported team operations by maintaining accurate customer records in Salesforce. Coordinated with other departments to resolve escalated issues, achieving high customer satisfaction rates. Customer Retention Executive: MULTICHOICE Group | June 2013 – December 2013 Conducted outbound calls to engage customers and address service issues to prevent churn. Identified upselling opportunities, enhancing customer value and boosting revenue. Collaborated with the customer service team to implement effective retention strategies. Education: B.A. in Mass Communication | Babcock University, Nigeria | Second Class Upper Division (2:1). Certifications: Certified Customer Service and Telesales Professional (CCSTP) Certificate links Achievements: Reduced customer churn by 20% through proactive engagement at Multichoice Group. Recognised as a “Top Performer” for maintaining exceptional customer satisfaction rates.