Unyime Ekpenyong

. UNYIME EKPENYONG Nigeria • - •-LinkedIn: linkedin.com/in/unyimeekpenyong PROFESSIONAL SUMMARY Results-oriented Customer Service/Administrative Specialist with experience in managing customer interactions and providing administrative support across various industries. Proven track record of enhancing customer experiences, driving team performance, and ensuring operational efficiency. Skilled in recruiting, training, and supervising customer support teams to deliver exceptional service. Proficient in handling administrative tasks, managing calendars, coordinating events, and maintaining confidentiality. Adept at building rapport with clients and stakeholders, resolving issues, and exceeding organizational goals. Seeking opportunities to leverage expertise in customer service and administrative functions to contribute to organizational success. WORK HISTORY Customer Service and Administrative Manager El-hanan Ventures Limited - Nigeria 08/2021 - Current ● Enhance customer experiences through targeted strategies, resulting in a 20% increase in contract renewals within the first year. ● Act as a key liaison between equipment manufacturers and healthcare clients, facilitating effective communication and ensuring seamless service delivery. ● Provide comprehensive technical and customer support via phone, email, and on-site visits, resolving 95% of customer issues within 24 hours. ● Oversee the installation, maintenance, and servicing of a wide range of medical equipment, including Uct528 CT, Multiva 1.5T MRI, and others, ensuring optimal performance and compliance with safety standards. ● Lead the assembly and installation of complex medical devices such as Optika B-290 series and B-150 microscope, demonstrating precision and attention to detail. ● Utilize CRM tools such as Zendesk and HubSpot to manage customer interactions and support tickets, achieving a 25% reduction in response times. ● Implement virtual assistant tools like Trello and Asana to streamline task management and project planning, resulting in a 40% improvement in task completion rates. ● Employ Google Suites for collaborative document creation and Notion for organizing project documentation, enhancing team collaboration and document management efficiency. Sales Engineer Ajitech Electromedical Ventures Limited - Nigeria 12/2020 - 06/2021 ● Utilized CRM tools such as HubSpot to manage customer interactions and sales leads, resulting in a 25% improvement in lead tracking and follow-up. ● Conducted sales calls and product demonstrations to showcase medical equipment capabilities, resulting in a 30% increase in lead conversions. ● Collaborated with prospective clients to understand their needs and requirements, configuring optimal solutions and achieving a 25% increase in customer satisfaction. ● Developed detailed quotes and proposals outlining technical specifications, pricing, and post-sales support, resulting in a 20% increase in deal closures. ● Provided comprehensive after-sales support, answering technical questions and troubleshooting issues, resulting in a 15% reduction in customer complaints. . ● Managed the complete sales cycle from lead generation to deal closure, achieving quarterly revenue targets consistently. ● Cultivated and maintained long-term relationships with clients, resulting in a 20% increase in customer retention rates. ● Collaborated cross-functionally with marketing, operations, and technical support teams to ensure seamless customer experiences and timely delivery of products and services. ● Leveraged Slack for internal communication and collaboration, facilitating real-time information sharing and decision-making among team members. Sales Engineer Benramii Nigeria Limited - Nigeria 12/2019 - 11/2020 ● Achieved a 20% increase in sales prospects through effective market research and lead generation efforts. ● Conducted market research and lead generation activities to identify potential customers, resulting in a 20% increase in sales prospects. ● Scheduled and conducted sales presentations and product demonstrations for prospective clients, showcasing equipment capabilities and features. ● Developed detailed quotes and proposals outlining technical specifications, pricing, and post-sales support, leading to a 15% increase in deal closures. ● Managed customer relationships by addressing inquiries, concerns, and providing personalized solutions, resulting in a 25% improvement in customer satisfaction ratings. ● Utilized CRM tools such as HubSpot and Trello to track leads, manage customer interactions, and streamline sales processes, increasing team efficiency by 30%. ● Collaborated with cross-functional teams including marketing, operations, and technical support to ensure seamless customer experiences and timely delivery of products and services. ● Leveraged Asana for project management and task tracking, ensuring timely follow-up and completion of sales activities. Executive Administrative Assistant God's Love and Grace Ministry - Ghana 05/2015 - 10/2019 ● Managed executive calendar and scheduled meetings, conferences, and travel arrangements, achieving a 95% on-time rate for all appointments. ● Prepared meeting materials, took notes, and followed up on action items, resulting in a 20% increase in meeting efficiency. ● Organized and maintained both paper and electronic records, contact lists, and important documents, ensuring easy access to information and a 100% accuracy rate. ● Screened calls and emails, determining priority issues for the executive's attention, resulting in a 30% reduction in unnecessary interruptions. ● Provided professional communication with executives, employees, and visitors, maintaining a high level of professionalism and customer satisfaction rating of 95%. ● Coordinated activities and events such as meetings, conferences, interviews, and lunches, receiving positive feedback from participants and stakeholders. ● Conducted research and gathered relevant information as needed by the executive, contributing to well-informed decision-making processes. ● Ensured smooth day-to-day office operations for the executive and leadership team, minimizing disruptions and maintaining productivity levels. ● Anticipated organizational needs and proactively addressed them as appropriate, fostering a proactive and solution-oriented work environment. ● Maintained discretion and strict confidentiality regarding sensitive information, earning the trust and confidence of the executive and colleagues. ● Completed special projects and administrative tasks as assigned by the executive, meeting deadlines and delivering high-quality results. SKILLS ● Proficient in CRM (Customer Relationship Management) systems such as Zendesk, HubSpot, and Freshdesk for managing customer interactions and support tickets ● Experienced in project management tools like Trello and Asana for organizing tasks, setting priorities, and tracking progress. ● Strong problem-solving abilities with a keen attention to detail. ● Experienced in team management and leadership. ● Proficient in using office productivity software (e.g., Microsoft Office Suite). ● Ability to multitask and prioritize tasks effectively . ● Familiarity with productivity tools including Notion and Google Suites for collaborative document creation, task management, and project planning. ● Knowledgeable in automation platforms like Zapier for streamlining workflows and integrating various software applications. ● Skilled in communication platforms such as Slack for team collaboration, messaging, and file sharing. ● Exceptional customer service and interpersonal communication skills. ● Proficient in administrative tasks such as scheduling, organizing, and record-keeping. ● Excellent time management skills and ability to meet deadlines. ● Strong organizational skills with the ability to maintain confidentiality. ● Adaptable to fast-paced and dynamic work environments EDUCATION Bachelor of Science: Biomedical Engineering All Nations University College - Ghana CERTIFICATIONS ● Email Marketing - HubSpot Academy Issued Sep 2023 - Expires Oct 2025 ● Foundations of Project Management - Coursera AWARDS ● Employee of the year - El-hanan Ventures Limited Dec 2022 ● Outstanding staff of the year for customer engagement, customer retention, and customer satisfaction. 2014 – 2018