Ufai Stephanie Bundung
Plateau, Nigeria •-• - • LinkedIn
WORK EXPERIENCE
Sales Development/Customer Service Representative
July 2022 - September 2023
Septuagint (QML) Taxis
●
Achieved high customer satisfaction by implementing customer relationship management strategies, leading to
a 20% increase in customer retention within the first three months.
●
Enhanced operational efficiency by developing and implementing comprehensive SOPs, Policy documents,
and Process documents, reducing service delivery errors by 15%.
●
Fostered a collaborative team environment, boosting team morale and reducing conflict instances by 25%,
resulting in improved service delivery effectiveness.
●
Ensured timely response to customer inquiries by optimizing team workflows, resulting in a 28% reduction in
average response time across all communication channels.
●
Facilitated swift resolution of complex customer issues by escalating high-level inquiries, resulting in a 20%
decrease in unresolved support incidents within a quarter.
Sales Development Representative
November 2022 - June 2023
Mighty Digits
●
Analyzed customer feedback to propose solutions, resulting in a 5% decrease in churn rate and a 10% increase
in product adoption.
●
Co-ordinated a customer-focused environment, resulting in a 15% improvement in team productivity and
positive employee feedback.
●
Identified process improvement opportunities, leading to a 10% reduction in response time and a 15%
increase in departmental efficiency.
●
Supported training initiatives, contributing to a 20% improvement in first-call resolution rates and a 10%
reduction in escalations.
●
Demonstrated strong initiative by identifying and implementing innovative solutions to address recurring
customer issues, resulting in a 30% reduction in customer complaints and an increase in customer satisfaction
scores by 20%.
●
Cultivated strong client relationships through effective communication and account management, resulting in a
35% decrease in customer churn and a 25% increase in customer lifetime value.
Personal Assistant/Administrative Officer
January 2021 - January 2024
Malachi Development Centre | Makurdi, Benue, Nigeria
● Maintained office administration, staff scheduling, internal information flow, office readiness, supplies inventory,
equipment, and technology; established a 90 percent retention rate for staff.
● Sourced for training facilities and ensured all event logistics were readily available; Trained over 20 new hires on
company-specific procedures, policies, and compliance guidelines.
● Negotiated operational budget, created quarterly budget reports, audited expense reports, requested budget
transfers and expense reallocations, coordinated purchase requests, and reconciled procurement card statements,
reduced budgetary cost by 30%
● Developed sustainable and positive relations with customers and vendors; skillfully addressed refunds and order
deliveries; Obtained a 4.9 rating for customer satisfaction.
● Provided prompt customer service with a professional, patient, and friendly attitude, increased competency in
customer service, and got a 17% reduction in client attrition.
EDUCATION
● Master of Science ( MSc) in Tourism and French Language
ESEP-Le Berger University
ADDITIONAL INFORMATION
●
Technical Skills/Tools: CRM, Zendesk, Microsoft Teams, Asana, Google Forms, LiveChat, Asana, ClickUp,
Monday.com, Fresh desk, SEO and Content Strategy, Slack, Zoom, Calendly, Skype, Trello.
●
Certifications: ALX VA program, Managing people Certified, B2B Sales training - Ramped careers, Customer
Service: Handling Abusive Customers - LinkedIn, Problem-Solving and Troubleshooting - LinkedIn, Serving
Customers Through Chat and Text, Certified - LinkedIn.
