TOBECHUKWU AKUPUOME

*** ******** ****, ******* **, 647-***-****

ady76t@r.postjobfree.com

SUMMARY

A highly talented, agile and detail oriented customer service specialist with experience providing exception support and ensuring projects are completed on time and with extreme confidentiality. Strived in fast paced virtual environments following established procedures and practices to exceed all customers’ expectations. Experienced in creating an effective organized environment in which I can excel at focusing time in providing top level client support, resolving issues, account maintenance and developing relationships to ensure loyalty and growth. Unique skills set offering exceptional organizational/administrative skills combined with ensuring 100% customer satisfaction.

CORE COMPETENCIES

Customer Service.

Project Management.

Call center.

Office Management.

Business Development.

Relationship Building.

Community Relations.

Customer Retention.

Customer Focused.

Documentation.

SKILLS

Proficiency in Microsoft Office Applications with the aptitude to learn new applications relevant to your project.

E-commerce (Amazon, Shopify) Customer Service Support, Data Entry, Lead Generation/Web Research, Cold Calling, Sales and Email Marketing Skills

Experienced Graphic Designer using tools such as (but not limited to) Adobe Photoshop, Illustrator and Canva.

2+ years of Social Media Management experience. (FB, IG, TikTok, Pinterest)

Knowledge of Administrative and Accounting systems such as; Zoho CRM, Hubspot CRM, MailChimp, Slack, ClickUp, Zendesk, Trello, Xero, Sage and QuickBooks.

Excellent time-management skill and multitasking ability.

Experience in Document Control and Filing Procedures.

Flexible team player willing to do what it takes to get the job done; adaptable and always enjoys a challenge.

Possession of leadership and priority setting skills.

Ability to work under pressure, multitask and work with little or no supervision

Possession of numerical, analytical and problem solving skills.

EDUCATION

Post Graduate Certificate in Marketing Management- Digital Media.

Lambton College Toronto, Ontario Canada.

May 2022- August 2023.

B.A History and International Studies.

Delta State University Abraka, Delta State Nigeria.

January 2012 – July 2016.

PROFESSIONAL EXPERIENCE

NOVEMBER 2022- JUNE 2023

CUSTOMER SERVICE REPRESENTATIVE ALLIANCE ONE

Providing fast and friendly customer support over the phone to 60+customers daily

Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Managing large amounts of inbound calls while troubleshooting and ensuring high level of customer satisfaction.

Keeping records of customer interactions, process customer accounts, and file documents.

Actively educating and advising customers about a broad range of client products and services.

Continuously striving for diplomatic conflict resolution in case of customer complaints or concerns relating to client products by resolving issues within the same day, utilizing all communication methods available, avoiding escalation, and keeping the Customer Service Manager updated on current issues

APRIL 2019- APRIL 2022

CLIENT SERVICE SPECIALIST CAROTEC NIGERIA LIMITED

Managed the company’s sales activities for both B2B and B2C including inventory, operations and Logistics Management and continually increased sales quota by 40% yearly.

Efficiently managed a high volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints empathetically and professionally

Identified chronic customer issues by creating and maintaining a customer complaint log.

Responsible for taking payment and issuing statements, resolved disputes and customer complaints.

Managed quality communication, customer support and product representation for each client.

Handling client’s issues professionally by making sure they are given first call resolutions and handled with empathy.

Increased customer retention by 40% within one year of job role by engaging in feedbacks, service evaluation and follow-up.

AUGUST 2018 – MARCH 2019

VIRTUAL ASSISTANT BRAINSTORM INCORPORATED

Performed data entry and lead generation; MS office, Excel, Outlook, Google spreadsheet.

Created powerful slides and slideshows for presentations.

Engaged in internet and web research for projects.

Created landing and sales pages, Email Marketing, etc.

Calendar management and appointment setter/bookings.

Social media management and digital marketing.

Customer relationship management.

MARCH 2017- JULY 2018

CUSTOMER SERVICE REPRESENTATIVE ENIGMA DELIGHT.

Acted as a point of contact for phone calls and correspondence.

Offered outstanding customer service and credit support in a call center environment.

Provided outstanding services though outbound and inbound calls to maintain customer retention.

Prepared presentations, reports and correspondence.

Communicated with clients regarding general enquiries, and credit application processes and requirements.

Provided professional solutions in a timely manner and seeking alternative approaches to best salvage the situation.

Liaised with clients on specific issues as instructed by employer.

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