Sonia Aisuegbehien

SONIA AISUEGBEHIEN Lagos, Nigeria ⸱ - ⸱-PROFESSIONAL EXPERIENCE Sunhy Cleaning Service. March 2020 - Jan 2022. Customer Service / Telemarker  Automated Customer online payment system, which improve customer satisfaction by 17%  Utilized CRM tools to generate ticket and forward customer complain to appropriate department for quick resolution.  Overhauled the customer service unit leading to 20% increase in customer retention  Provided exceptional customer service delivery to facilitate 40+ sales per day  Offered customer support training to 3 customer service intern for 3 month.  Created customer satisfaction survey utilizing Microsoft Excel increasing customer retention by 12% and on-boarding new customers by 16%  Investigated issues to know the root cause and deployed appropriate methods for resolutions.  Utilized customer complain resolution medium to introduce new product which help to boost sales revenue by 13%  Trained two new employees in how to use Kayako, hubspot, entering customer data and organizing customer interaction logs  Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate.  Contacted businesses or private individuals by telephone to solicit sales for goods or services which resulted into 5.3% monthly revenue growth.  Scheduled 10+ appointments for sales representatives to meet with prospective customers and for customers to attend sales presentations Learn and Trainer Consult. Oct 2017 - Sept 2019. Admin and Customer Support             Scheduled more than 5 executive meeting monthly Led a team of 5 to design standard operational procedure manual for the company which reduce cost of training by 11.7% Deployed the use of Trello to track daily task accomplishment of every department Answered multi-line telephone to an average of 40 customers per day. Supervised the quality of customer service, oversaw the procurement and distribution of products to more than 4,000 customers. Scheduled virtual meeting using video cofrencing software Organized new office and designed systems to maximize office function efficiency by 30% Memorized entire line of company products and services, including prices and special discounts Proofread business documents to ensure 100% check spelling, grammar and compliance with office policies. Handled both international and domestic travelling using Travel Perk, reducing the expenses by 7% Responded to phone calls, email, and customer queries swiftly, thereby improving the Service Level Agreement by 35%. Expanded client base by 15% over the course of six months EDUCATION   University Of Lagos, Nigeria Master of science, International Law and Diplomacy Afe Babalola University, Ekiti State, Nigeria Bachelor of science, International Relations and Diplomacy - OTHERS   Technical Skills; Google Workspace, Zoom, Slack, Trello, Click Up, Hubspot, Zoho, Zendesk, Lead Generation Tools, IT Support, Canva, Mojo dailer, Script writting, Video editing, Linkedin Sales Navigator, Cold calling Certification; Professional Certificate In ICT and E-business (Polytechnic Ibadan)