Disemfon Akpan
Customer Experience Associate
Lagos,LA
Summary
Experienced customer service and sales professional with a proactive, customer-focused approach. Proficient in handling inquiries, resolving complaints, and demonstrating strong communication and problem-solving abilities. Known for efficiently navigating fast-paced environments while maintaining a commitment to delivering excellent service and fostering lasting customer relationships.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Success Associate
Vivus Hub Ltd
Luxembourg City, Luxembourg
10.2025 - Current
- Manage a portfolio of key accounts, ensuring consistent communication and support throughout the customer lifecycle.
- Deliver high-quality training sessions for clients on product usage and functionality, increasing user adoption rates.
- Work closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.
- Participate in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.
Inside Sales Representative
The Oniya Group
Houston, Texas
04.2025 - 09.2025
- Managed approximately 70+ outbound calls, emails and faxes per day from customers.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Managed friendly and professional customer interactions.
Customer Experience Associate
The Sciart Finance Company Limited
03.2023 - 10.2024
- Managed high call volume, maintaining a professional demeanor and ensuring timely resolution of issues.
- Conducted routine follow-ups with clients to measure satisfaction and proactively address potential concerns.
- Provided personalized assistance to customers, tailoring solutions to best meet their individual requirements.
- Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
- Increased customer retention by 35% over six months through personalized support and consistent service delivery.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Achieved a 96% customer satisfaction score during quarterly reviews by delivering outstanding, solution-oriented service.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
Customer Experience Intern
The Sciart Finance Company Limited
09.2022 - 03.2023
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Provided personalized recommendations for products or services based on an in-depth understanding of each customer''s unique needs and preferences.
- Streamlined customer support processes for improved efficiency and faster response times.
- Collaborated with team members to refine customer service strategies, leading to increased customer retention.
- Provided 360 Customer Experience & Account Management.
- Promoted customer and transaction documentation.
- Ensured adherence to management policy.
Sales and Marketing Representative
Heirs Life Assurance
06.2022 - 08.2022
- Followed through with leads to close sales over phone, in office and during external consumer engagements.
- Built strong relationships with local businesses and community influencers to drive brand awareness.
- Collaborated with the marketing team to align campaigns with district-specific goals and seasonal trends.
Education
Bachelor of Science - International Relations
Covenant University
Ota, Nigeria 10.2017 - 10.2021
Skills
Communication
Client support
Client advocacy
Trend monitoring
Marketing
Ticket resolution
Escalation handling
Customer retention
Languages
2,4
Timeline
Customer Success Associate
Vivus Hub Ltd
10.2025 - Current
Inside Sales Representative
The Oniya Group
04.2025 - 09.2025
Customer Experience Associate
The Sciart Finance Company Limited
03.2023 - 10.2024
Customer Experience Intern
The Sciart Finance Company Limited
09.2022 - 03.2023
Sales and Marketing Representative
Heirs Life Assurance
06.2022 - 08.2022
Bachelor of Science - International Relations
Covenant University
10.2017 - 10.2021