Hannah Adaeze Ekpe
Ketu, Lagos,Nigeria
Summary
Results-driven Customer Success & Operations Professional with 6+ years of experience supporting global clients across customer service, sales support and executive administration. Proven track record of improving clients satisfaction, optimizing workflow and driving sales performance through efficient issue resolution and strategic support.
Experienced in multichannel customer engagement (phone, email, chat & social media )and proficient in CRM platforms including Salesforce and Zoho to ensure accurate documentation pipeline management and proactive follow-up. Recognized for strengthening client retention, enhancing operational efficiency, and collaborating cross-functionally to deliver measurable business impact.
Highly adaptable, detail-oriented, and skilled in remote communication, data privacy compliance, and continuous process improvement within a fast-paced International environment.
Overview
7
7
years of professional experience
Work History
Customer Service Support
The Smart Wash Limited
Lagos, NG
06.2024 - 10.2025
- Respond to customer inquiries via phone, email, chat, and social media platforms
- Schedule, reschedule, and cancel carwash and home cleaning appointments
- Provide accurate information on services, pricing, promotions, and service coverage
- Handle customer complaints and service issues professionally and escalate when necessary
- Coordinate with cleaning crews and carwash teams to ensure timely service delivery
- Confirm bookings and follow up with customers to ensure satisfaction
- Maintain accurate customer records in CRM or booking systems
- Adherent to company service standards and data privacy policies
- Provided comprehensive customer support, resolving inquiries and issues efficiently while enhancing overall customer satisfaction.
- Utilized CRM software to track customer interactions, ensuring accurate documentation and follow-up on service requests.
- Collaborated with cross-functional teams to address service gaps, contributing to a more seamless customer experience.
- Analyzed customer feedback to identify trends, driving continuous improvement initiatives in service delivery.
- Maintained updated knowledge of products and services to provide accurate information and support to customers.
- Developed strong relationships with clients by providing reliable customer service support.
Customer Service Support /Sales Executive
FABSLIMTOX SOLUTIONS
Surulere, Nigeria
05.2023 - 05.2024
- Respond to customer inquiries via phone, email, and social media, ensuring prompt and professional communication.
- Provided personalized skincare product recommendations based on customer concerns such as acne, dryness, or sensitivity to promote brand effectiveness and product benefits.
- Handled product complaints and returns, resolving 90% of issues on first attempt
- Collaborated with the marketing team to communicate product promotions and educate customers on new launches.
- Maintained a 4.8/5 average customer satisfaction rating through consistent service excellence.
- Developed strong customer relationships by effectively addressing inquiries, resulting in improved customer loyalty and retention.
- Utilized CRM software to track sales leads and manage customer interactions, enhancing workflow efficiency and accuracy.
- Collaborated with team members to strategize and implement promotional campaigns, increasing product visibility and sales performance.
- Managed inventory and facilitated product restocking to ensure availability, minimizing customer wait times and enhancing the shopping experience.
- Engaged in continuous learning about product offerings to provide informed recommendations, resulting in increased cross-selling opportunities.
- Cultivated relationships with existing customers to encourage repeat business.
- Monitored feedback from customers regarding product quality and suggested improvements accordingly.
- Generated reports to summarize sales performance metrics and present findings to management team.
- Enhanced product knowledge through continuous learning and professional development activities.
- Conducted product demonstrations and training sessions for clients, leading to increased product knowledge and sales conversions.
- Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest.
- Achieved sales goals, increasing revenue for top accounts and expanding personal sales portfolio.
Administrative Assistant
CHRISTINES ATELIER
Lekki, Nigeria
01.2022 - 04.2022
- Identified new market opportunities through market research and social media research.
- Coordinated multiple office functions and supervised 4 employees.
- Designed, implemented and maintained a variety of systems and guidelines to ensure and monitor compliance to program regulations.
- Achieved a 90% first-call resolution rate through effective problem-solving techniques and communication skills.
- Spearheaded the implementation of a new customer relationship management system, which improved customer satisfaction by 20%
- Called and reached out to customers via email and text messages to keep them updated about our business and availability.
- Analyzed and generated sales and various reports for presentations on a daily, weekly, and monthly basis.
- Coordinated office operations by managing schedules, ensuring seamless communication, and enhancing overall team productivity.
- Collaborated with team members to plan and execute events, enhancing organizational culture and team engagement.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Answered questions from customers regarding products and services offered by the company.
- Proofread content for typo-free emails and documentation.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
Social Media Manager/ Head Of Operations
SHADIAT ALASOOKE
Lekki, Nigeria
11.2020 - 12.2021
- Participated in marketing and social media initiatives and communicated with key clients and business partners.
- Managed the office social media account by creating contents and getting engagements.
- Successfully generated increases in engagement rates with social media content supporting public relations and sales, resulting in new opportunities for the organization.
- Coached, counseled and disciplined employees when necessary, using proper documentation and proper techniques.
- Supervised the operation of the front desk, production to maintain the highest productivity, employee morale and client service as possible.
- Oversaw daily operations of social media channels, ensuring consistent messaging and adherence to brand guidelines.
- Participated in brainstorming sessions with other professionals to generate innovative ideas.
Sales & Marketing Member
SHOPRITE
Ikeja, Lagos State
01.2019 - 09.2019
- Worked in a team to analyze customer buying habits and market trends.
- Communicated with customers, performed detailed market research, and identified multiple potential business growth opportunities
- Developed promotional campaigns that increased customer engagement, contributing to improved sales performance and brand visibility.
- Reviewed customer feedback from surveys or focus groups to inform future decisions around product development or service delivery.
- Managed in-store product placement and merchandising to ensure optimal visibility and availability.
- Executed sales promotions, demos, and sampling events to drive consumer engagement and increase sales.
- Maintained strong relationships with retailers and distributors, addressing stock, display, and operational issues.
- Collaborated with marketing team to implement brand awareness campaigns and point-of-sale activations.
- Monitored competitor activity, pricing, and consumer trends to inform sales strategies.
- Gathered consumer feedback during in-store activations to improve product offerings and marketing approaches.
- Tracked sales performance and provided actionable insights to optimize retail execution.
Education
National Diploma (ND) - Hospitality Management
YABA COLLEGE OF TECHNOLOGY
Yaba, Lagos State, NigeriaSenior School Certificate Examination (SSCE) -
ELEPE COMMUNITY SENIOR HIGH SCHOOL
Lagos State, NigeriaSkills
- Client Relationship Management
- Inbox & Calendar management
- Multichannel Support (Phone, Email, Chat, Social Media)
- Client Satisfaction & Retention Focus
- Conflict & Complaint Resolution
- Data entry and Lead Generation
- Market/ Product Research
- CRM Systems Proficiency (Salesforce, Zoho, Hubspot )
- Google Workspace & Advanced Microsoft Office Skills (
- Operational Management
- Travel Coordination Systems
- Files & Document Organization
- Projects Management Tool ( Asana Trello, Mondaycom
References
Available Upon Request
Skills Highlights
- Market/ Product Research (Trello/Hubspot)
- CRM Systems (Zapier/Airtable)
- Google Workspace
- Digital Support (Metricool/Notion)
- Excellent presentation skills
- Operations Assistant
Languages
English
Upper Intermediate
B2
Timeline
Customer Service Support
The Smart Wash Limited
06.2024 - 10.2025
Customer Service Support /Sales Executive
FABSLIMTOX SOLUTIONS
05.2023 - 05.2024
Administrative Assistant
CHRISTINES ATELIER
01.2022 - 04.2022
Social Media Manager/ Head Of Operations
SHADIAT ALASOOKE
11.2020 - 12.2021
Sales & Marketing Member
SHOPRITE
01.2019 - 09.2019
National Diploma (ND) - Hospitality Management
YABA COLLEGE OF TECHNOLOGY
Senior School Certificate Examination (SSCE) -
ELEPE COMMUNITY SENIOR HIGH SCHOOL