MARCELINE .A. AKAKPO

Customer Service Professional

Lagos, NG.

About

Experienced Customer Service Professional with a proven track record of resolving complex issues efficiently and cultivating strong customer loyalty. Passionate about delivering exceptional service experiences that directly contribute to organizational success and enhance customer satisfaction.

Work

JENNIFER'S EMPIRE

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CUSTOMER SERVICE AGENT

Lagos, Lagos State, Nigeria

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Summary

Managed customer inquiries and enhanced service delivery, contributing to high satisfaction rates and operational improvements.

Highlights

Consistently achieved a 98% customer satisfaction rating through exceptional service delivery and prompt issue resolution.

Provided valuable input in improving internal customer service processes, enhancing overall operational efficiency.

Recognized as 'Employee of the Month' for consistently delivering exceptional customer service and exceeding performance benchmarks.

TEGA'S PLACE

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CUSTOMER SERVICE LEAD

Lagos, Lagos State, Nigeria

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Summary

Led customer service operations, driving process improvements and enhancing client satisfaction for a diverse client base.

Highlights

Proactively identified and implemented process improvements, resulting in a 20% reduction in customer escalations and enhanced service efficiency.

Delivered high-quality customer service to an average of 60 clients per day, ensuring consistent satisfaction and retention.

Demonstrated outstanding problem-solving and de-escalation skills, achieving an 80% first-contact resolution rate for complex customer situations.

Education

DELTA STATE POLYTECHNIC

Lagos, Lagos State, Nigeria
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Certificate BASIC OFFICE MANAGEMENT

Skills

Conflict Resolution

De-escalation, Mediation, Problem Solving.

Communication Skills

Excellent Communication, Persuasive Speaking, Active Listening.

Customer Service

Service and Support, LiveChat, Customer Satisfaction.

Attention to Detail

Accuracy, Thoroughness.

Emotional Intelligence

Self-control, Empathy, Courteous.

Goal-Oriented Focus

Results-driven, Performance Management.

Technical Proficiency

Microsoft Excel, Social Media Management, Facebook, Instagram, TikTok.