Administrative Officer

Cleopatra Ntiti

Lagos, Nigeria. ******, +234**********, adu70y@r.postjobfree.com

PROFESSIONAL SUMMARY

Service-oriented Customer Support Representative with 3+ years of experience in contact center operations talking to customers over the phone, e-mail, online chat, or social media to resolve broad range of concerns. Offers strong computer skills in Microsoft Word, excel and web-based applications and delivers exceptional communication with keen attention to details. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers. SKILLS

• Proficiency in Microsoft Office suits (5 years)

• Efficiency-driven and organized with collaborative mentality.

• Dedicated to customer satisfaction, business goals and sales.

• Skilled in documentation and organization.

• Service standard compliance.

• Good listening, speaking, and writing skills.

• Ability to work under pressure.

• Ability to individually work without supervision and as a team.

• Ability to work with people of different demography

• Meticulous with an eye for details.

• Data recovery.

• Cultural awareness.

WORK HISTORY

CUSTOMER SUPPORT REPRESENTATIVE TEAM LEAD [ September 2020- August 2022] 54Gene- Lagos Nigeria

Responsibilities and Achievements

• I handled 54gene entire clientele database, creating an organized and accessible profile for each of our existing client.

• I Updated the weekly NPS (Net Promoter Scores). I was able to make record of our service improvements and ensuring improvements in areas that needed attention. In the first quota of 2021, I adjusted the customer support macros, tailoring it in line with our customers feedback, this improved Customer Satisfaction.

• I recommended solutions to complex situations through research and critical thinking. I was able to retain on the average 80% of new and already existing clients as their complaints were always met with a resolution.

• I coordinated timely responses via all the customer support software. This reduced our client wait time, as issues were resolved immediately.

• I handled incoming and outgoing communications via emails and phone calls.

• I leveraged sales expertise to promote services and capitalized on upsell opportunities. This increased our revenue by 40% in the 2nd quota of 2021.

• I consulted with interdepartmental teams, sharing strategic insights regarding customer experience and service-related trends. With this I was able to resolve issues that were beyond the customer support unit and improve service delivery. CUSTOMER CARE REPRESENTATIVE [ July 2019 – March 2020] MTN (Moon walker)- Lagos

Responsibilities

• I updated customers’ accounts and system database with latest details to support accuracy.

• Evaluating customers information to explore issues and mitigated dissatisfaction by employing timely and effective solutions.

• Providing top-notch services and detailed order.

• Conducted routine calls to ensure customers satisfaction.

• Educated clients on account services and resolved client inquiries regarding statement information and account balances.

• I managed the incoming communications via calls and emails.

• Interfaced with customer and built long-term, loyal customer relations.

• Maintained and managed customer files and database.

• I handled the sales of products and devices such as (MiFi, Routers, MTN phones, sim cards, VTU) ADMINISTRATIVE OFFICER [ May 2018 – March 2019]

Purple Castle International- Port Harcourt Rivers State Responsibilities

• Drafting informative reports regarding upcoming projects and required resources.

• Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.

• Codified office structures and processes to promote teamwork and performance.

• Established and developed highly efficient and dependable administrative team by coaching, motivating, and fostering career advancement.

• Provided administrative support, including processing purchase orders, service contracts and financial reports.

• Prepared agendas and took notes at meetings to archive proceedings.

• Managed daily payments processing and drafted related financial documents.

• Drafted and distributed invoices for outstanding payments. EDUCATION

• University of Washington [certification in project management]- September 2020

• Cross River University of Technology [Bachelor of Science] Degree in Mass Communication -November 2016

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