Uwakmfon Marcus Akpan

UWAKMFON MARCUS AKPAN Akwa Ibom State, Nigeria -, - |- https://www.linkedin.com/in/uwakmfon-akpan-b6 Professional Summary Enthusiastic Customer Support Specialist and Virtual Assistant with over three years of experience, eager to contribute to team success through hard work, attention to detail, and excellent organizational skills with a clear understanding of customer support, Sales, conflict resolution, and customer satisfaction, Executive Support, Social Media management, lead generation, project management, and Talent Recruitment: Motivated to learn, grow and excel in a fast-paced industry. Experience Virtual Assistant/ Talent Acquisition Officer Premier Healthcare Staffing Solutions/BPO, Florida, USA January, 2022 - April, 2022 Virtually assisted the CEO by completing administrative tasks such as; business correspondence, data entry, web research, Calendar management, and project management. Engaged in the recruitment of different medical practitioners for our clients. Scheduled appointments, verified employee's details, and responded to calls and emails on behalf of the manager. Resolved customers' complaints, provided appropriate solutions and followed up with customers according to the organizational Service Level Agreement. Followed up with all medical practitioners to ensure that they promptly respond to their work shift. Completed special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results. Virtual Assistant [Freelance] Prather Marketing Services January, 2021 - December, 2021 Professionally responded to over 100 calls, live chats, and emails per day to solve all customers' complaints. Professionally supported the Executive in the daily operation of the organization. Ensured that each client is handled according to the organizational service level agreement (SLA) and the highest customer satisfaction possible. Carried out surveys and marketing strategies to improve customers' product satisfaction and feedback. Recorded all customers' details in the CRM system such as Intercom, Hubspot, Salesforce, Gohighlevel, and others. Worked with the marketing team to achieve weekly and monthly sales quotas. Customer Care Representative MTN Nigeria July, 2019 - December, 2020 Responded to both inbound and outbound calls from potential and existing patients who had Sim card and data services problems. Professionally resolved all customers' complaint within a short time and this reduced the numbers of unsatisfied customers by 60%. Resolved all customers' complaints and inquiries within the organizational service level agreement. Identified and escalated priority issues and reported to the high-level management for a quick resolution. Researched required information using available resources. Telemarketer Gateway Homes & Properties March, 2017 - April, 2019 Increased profits by 20% through effectively maintaining relationships with clients and ensuring high-quality customer service. Provided information to customers about existing properties and assisted customers to book an appointment in the CRM System. Coordinated and scheduled the buying and selling of real estate opportunities. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns within a short time. Generated and followed up with qualified leads leading to 80% of them booking successful appointments with the company. Created awareness and surveys for new products and this increased the customer base by 80%. Kept records of customers' contracts, and interactions, and processed customers' accounts in the CRM system. Sales Representative Lead Assurance Limited May, 2016 - February, 2017 Provided information on fashion products and services to existing and potential customers. Promptly attended to customers’ needs, complaints and enquiries. Maintained and updated customers’ account files and records in the CRM System. Sold over 100 units of items in 1 month and this boosted the revenge of the company. Processed customers’ instructions, computed service charges and interests on services rendered. Prepared and analyzed the various incomes for proper accounting using computerized systems. Maintained proper book-keeping of the company’s accounts. Liaised with other branches of the company for inter-branch transactions. Skills Customer Service Organizational and interpersonal skills Excellent Communication Skills Google Suite Microsoft Suite Technical Skills Cold Calling & Appointment Scheduling Team work & Collaboration Executive Support Inbound & Outbound Correspondence Administrative Support Sales & Marketing Education University of Uyo, Akwa Ibom State, Nigeria Bachelor of Science (B.Sc.) in Sociology and Anthropology 2015 - 2020 Certifications & Awards Inbound Sales Certified by Hubspot Academy Customer Service: Problem Solving & Troubleshooting Certified by LinkedIn Learning Digital Marketing Certified by Hubspot Academy Sales Management Certified by LinkedIn Learning. Languages English Igbo Reference Available on Request - ""