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Customer Service, Digital Marketing

Calabar, Cross River, Nigeria
October 31, 2023

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Akpan, Emmanuel Mfon

* ********* ****** *** ****** road - Ayobo, Lagos State.


Personal Profile:

A tech-savvy content developer, seasoned customer service manager, digital marketer, and android development enthusiast - with over 5 years’ experience helping organizations and brands achieve and constantly exceed their business goals of attracting, retaining and growing their customer base through exceptional customer-centric services, ads management service (SEM, PPC & Facebook ads), brand awareness, and content curation. An effective communicator, with good presentation skills and highly adept at developing ideas, strategies and problems solving. Highly organized individual with strong work ethics and a proven record in resolving and reducing customers’ complaints and exceeding customers’ service level expectations.


● Excellent verbal and written communication skills.

● Strong organizational, interpersonal, leadership and presentation skills.

● Excellent networking and people skills

● Excellent negotiator, tech and social media savvy, a great team player with exceptional ability to work under little or no supervision

● Ability to cope in a fast paced working environment with short turn-around timeline. Technical & Computing –

● Excellent appreciation and use of business apps, CMS, and graphics design app:

Microsoft Office Suite, Dynamic AX, PiLog MRDM

Digital Marketing skills: Facebook Business, Google Analytics, Hootsuite, Hubspot

Coding Skills: HTML,CSS, JavaScript, WordPress, Android mobile development (Beginner Level)

Graphics Design skills: CorelDraw, Adobe CS (illustrator, Photoshop, AfterEffects, InDesign) Education:

B.Sc Applied Geophysics, University of Calabar, Calabar. (2004-2009) S.S.C.E Stadium High school, Surulere, Lagos State. (1996-2002) F.S.L.C Ijero L.M.L.G Primary Sch., Ebute Meta, Lagos State. (1990-1996) Certificates and trainings:

Professional Diploma in Digital Marketing NIIT Ikeja (in view) Supply Chain Management Oxford Home Learning Academy Certified Online Marketing Fundamentals (Digital Marketing) Google Online Learning Certificate of Training in Customer Care Advantium Consulting, Cal. CRS. Professional Experience:

Store Keeper (Specialization: Inventory and Engineering Data Cataloging) June, 2018 – To date: Flour Mills of Nigeria Plc, 1 Golden Penny Place, Wharf Road Apapa Lagos State.

● Responsible for the implementation and maintenance of standard engineering consumable store practice

● Manages the implementation and maintenance of master data quality and integrity on a daily basis

● Responsible for cataloguing of all new stock items request

● Implements items set-up and codification of AX; examine incoming materials by confirming specifications supplied as against the requested

● Maintains item dimension and photography details structure for easy identification

● Assists in the processing of day-to-day store and warehouse operations; raising and processing of purchase order (PO), supply requisition voucher (SRV) and goods received voucher (GRV) processing and documentation

Head, Customer Support

2018: Thank U Cards (SiDon Media), 17B Da Sylva Street, Lekki Phase 1 Provided all round maintenance support service to 20+ Merchants on the Thank U Cashback loyalty platform and covered over 15 different locations. Interfaced with customers and clients; handled and responded to all client and user support queries and was a key part of the communications department.

● Led all online and digital marketing initiatives;

● Established a streamlined communication channel for managing all inbound and outbound communication with clients and colleagues;

● Managed all company product, gadgets and other assets inventory

● Drafted all business documents for presentation, as well as invoicing for clients.

● Resolved customers’ complaints promptly; leading to an improved customer relations and customers’ retention by 10%;

Customer Relation Officer II

2016 - 2017: Valinno Systems Limited, 3 Ogunmade Street off Ajao Road, Ikeja Lagos. Interfacing with customers and clients; handling all company communications by telephone, email, letter and face to face and on digital & social media channels.

● Led all online marketing initiatives;

● Established a streamlined communication channel for managing all inbound and outbound communication with clients and colleagues;

● Responsible for drafting all business documents for presentation, preparation of customer invoices, SLAs and other documents

● Act as first responder to customers request and complaints; resolve customers’ complaints promptly; and improved customer relations and customers’ retention by 10%; Management Trainee/ Project Officer (Research and Development) 2014 –2016: GrandCentral Global Services Limited

Managed and facilitated resource management, administration procedures and documentation for the managing partner

● Delegated duties to staff members, supervised the use of the facility, ensuring proper and effective resource management;

● Recruited skilled and competent staff for projects, scaling up the team leading to the successful completion and sign off a major project in Cross River State.

● Handled presentations, trainings, project evaluation and reported on milestone achieved on specific project.

Other job experiences:

Digital Marketer/Web Master (Remote) – Medion Studios 2019 – To date Executive Assistant and Project Officer - Infographics Nigeria Ltd 2013 - 2014 Project Assistant - Cornerstone Lead Inspire Transform Foundation (LIT) 2012 - 2013 Interests

Reading, researching and writing articles, social networking, and playing chess. References

Available on Request

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