Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Hi, I’m

Benedict Akpan

Customer Service Representative
2, Ogbonnaya Str, Off Ashipa-Olayemi Road, Alimosho LCDA, Ayobo, Lagos State.

Summary

Personal Profile: Experienced Customer Care Professional with Front Desk, Marketing, and Administrative Support experiences. An effective communicator, with good presentation skills and highly adept at developing ideas and strategies, negotiation and excellent sales acumen. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

11
years of professional experience
7
years of post-secondary education
2
Certificates
1
Language

Work History

Health Safety and Environment

Job overview

  • Technical & Computing –, (HSE) Professional
  • Good Knowledge on Microsoft Office Suite:
  • Outlook 07/2013, Word 07/2013 Access 07/2013, PowerPoint 07/2013, Excel 07/2013.

Air Peace Limited
Lagos

Customer Service Representative
10.2021 - Current

Job overview

  • Respond to customer comments and questions via LiveChat during shifts.
  • Document detailed calls and complaints using call center's CRM database.
  • Explaine detailed payment options and price, receipt and billing details to customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 50 calls per shift to meet fast-paced call center demands.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.

Wemy Industries Limited

Call Center Agent
09.2019 - 01.2021

Job overview

  • Collaborate and communicate across organizational levels to derive new strategies for reaching broad range of customers and document progress.
  • Represent company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
  • Made 200 cold calls per day resulting in client base growth by 50%.
  • Contact customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Use computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
  • Contact businesses via cold or warm calling to offer services relevant to industries or niches.
  • Set up appointments with interested customers according to schedule availability.
  • Generated minimum of 20 new leads each day
  • Overcame objections using friendly, persuasive strategies.
  • Attained over a million naira in sales targets on monthly basis.

The Next Edition Media Co. Limited
Lagos

Admin Officer/Writer
04.2017 - 08.2019

Job overview

  • Proofread copy written by colleagues to correct spelling, punctuation and grammar.
  • Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
  • Wrote and edited communications within assigned beat areas.
  • Brainstormed ideas to create useful content for clients.
  • Wrote compelling, succinct, clear news scripts under tight deadlines.
  • Followed company policies and editorial guidelines to craft thorough, well-written content.
  • Translated technical terminology and jargon into plain, clear language.
  • Researched and wrote original content for case studies, emails and newsletters.
  • Organized material to research and complete writing tasks.

Cash ‘n’ Carry Nigeria Limited

Customer Care Officer / Trainee Supervisor
01.2016 - 03.2017

Job overview

  • Evaluated interactions between associates and customers to assess personnel performance.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Kept accurate records of all customer interactions and transactions.
  • Offered free products or services to pacify irate or unsatisfied customers.
  • Maintained and managed customer files and databases.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

University of Calabar Teaching Hospital, UCTH

Customer Care Representative / Front desk Officer
11.2013 - 12.2015

Job overview

  • Listened, recorded and liaised with the management to respond professionally customer complaints and giving feedback where necessary
  • Ensured that customers are properly received and welcomed as the first constant person in the guest house, ensure that all customers check in/out in line with the standard procedure as stipulated by the management on daily basis
  • Received all guest house calls and ensuring all reservation meet customers request and also ensure customer expectation are constantly exceeded
  • Trouble shoot problems and work hand in hand with the management to proffer the best solution possible.

Education

National Teachers Institute, Usman Dan-Fodio University
Okitipupa, Ondo State

Post-Graduate Diploma from Education
01.2012 - 08.2012

University Overview

University of Calabar
Calabar, Cross River State

Bachelor Of Science from Mathematics and Statistics
09.2004 - 08.2010

University Overview

Skills

Ability to work with little or no supervision

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Certification

UMITT (2009) AfriHub Technologies UniCal Center, Calabar

Interests

  • Meeting People

Timeline

Customer Service Representative
Air Peace Limited
10.2021 - Current
Call Center Agent
Wemy Industries Limited
09.2019 - 01.2021
Admin Officer/Writer
The Next Edition Media Co. Limited
04.2017 - 08.2019
Customer Care Officer / Trainee Supervisor
Cash ‘n’ Carry Nigeria Limited
01.2016 - 03.2017
Customer Care Representative / Front desk Officer
University of Calabar Teaching Hospital, UCTH
11.2013 - 12.2015

Project Management Professional Institute Certification HSE Competence Level 2

04-2012
National Teachers Institute, Usman Dan-Fodio University
Post-Graduate Diploma from Education
01.2012 - 08.2012
UMITT (2009) AfriHub Technologies UniCal Center, Calabar
04-2009
University of Calabar
Bachelor Of Science from Mathematics and Statistics
09.2004 - 08.2010
Health Safety and Environment

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Benedict AkpanCustomer Service Representative