Susan E. Obire Asagba | Freelancer Resume

CUSTOMER SUPPORT & MARKETING SPECIALIST SUSAN EGUONOGHENE OBIRE-ASAGBA ㅡ 📍 Nigeria | 📧-| 📞 - 🔗 Lagos, LinkedIn: Susan E. Obire-Asagba PROFESSIONALS SUMMARY Results-driven Customer Service and Marketing Specialist with diverse experience in customer service, sales, and entrepreneurship. Skilled in resolving complex customer issues, fostering strong relationships, and ensuring high satisfaction levels. Proficient in utilizing CRM tools, social media platforms, and communication tools to drive sales and enhance customer engagement. A proactive problem-solver and strong communicator, committed to continuous learning and staying up to date with industry trends. ㅡ SKILLS Technical Skills ● CRM Software: HubSpot, Salesforce, Microsoft Dynamics 365, Zendesk, Intercom, Jira ● Help Desk & Ticketing Systems: Freshdesk, Jira Service Desk, LiveChat ● Communication & Collaboration Tools: Microsoft Teams, Slack, Zoom, Skype ● Office Applications: Microsoft Word, Excel, PowerPoint, Google Suite ● Data Collection Tools: Kobotoolbox, SurveyMonkey, Google Forms, Typeform Soft Skills ● Communication: Able to present complex information in a clear and engaging manner. ● Problem-Solving & Critical Thinking: Skilled at diagnosing issues and implementing effective resolutions. ● Empathy & Active Listening: Understands customer needs and responds with genuine care. ● Time Management & Multitasking: Efficient in handling multiple priorities and meeting deadlines. ● Team Collaboration: Works effectively with cross-functional teams to achieve shared goals ㅡ EXPERIENCE Sales & Business Development Coordinator (Self-Employed)| Yuba-Dècor | Lagos, Nigeria| Jan 2020 - Present • Launched and managed a small business selling custom-made throw pillows and offering curtain installation services. • Pitched product placements to local supermarkets and malls; adapted sales strategy by leveraging Instagram and WhatsApp Business to reach direct consumers after initial rejections. • Built a loyal customer base by promoting visually engaging content, responding to inquiries promptly, and delivering high-quality, personalized services. • Coordinated product sourcing, pricing, and delivery while managing inventory, budgeting, and client relationships. • Organized nation-wide delivery service, collaborating with courier service to fulfill clients orders across Nigeria. • Gained hands on experience in lead generation, marketing and customer service. Skills Demonstrated: Entrepreneurial thinking, social media marketing, direct sales, customer support, negotiation, product promoting resilience. Customer Service Representative | C&I Leasing Plc | Lagos, Nigeria| April 2016 – May 2018 • Managed high-volume inbound calls, emails, and live chat to process cab bookings and dispatch requests. • Assisted customers with ride scheduling, service inquiries, and troubleshooting booking issues. • Resolved complaints professionally, ensuring a seamless user experience across multiple communication channels. • Collaborated with internal teams to optimize booking workflows and response times. Skills Demonstrated: Multichannel support (calls, emails, chat), problem-solving, communication, conflict resolution, time management. Marketing Officer | C&I Leasing| Lagos, Nigeria| June 2018 – August 2019 ● Led user onboarding and adoption efforts for the RedClick app, helping customers install, navigate, and optimize their experience. ● Engaged with users to gather feedback and escalated technical issues to the IT team, ensuring continuous improvement. ● Hit monthly targets for bringing in drivers for D.T.O (Drive to own) scheme,assisted in training and supporting new drivers, improving their understanding of company services. ● Promoted customer engagement initiatives, explaining app features and addressing concerns to enhance adoption. Skills Demonstrated: User engagement, technical support, customer education, market research, collaboration, meeting sales Quotas. ㅡ EDUCATION ㅡ COURSES & B.Sc. Sociology (In-View) | University of Lagos, Yaba, Nigeria | 2018 – 2025 LinkedIn Learning (2024) CERTIFICATION • Customer Service: Handling Abusive Customers • Customers Creating Positive Conversations with Challenging • Customer Service Foundations • Effective Communication Skills Coursera (2020) • Customer Service Fundamental Coursera (2025) • Project Management (Undergoing Training)