Hillary Nnorom
Customer Experience
Somolu,Nigeria
Summary
I am looking to obtain a position in a vibrant and growing organization that uses my experience as Customer Service Representative and skills in adaptability and creativity. My objective is to utilize my experience to advance the goals of the organization and to continue developing my skills.
3 years of experience as Sales & Marketing Representative 3 years of experience as Customer Service Representative 2 years of experience as Content Creator Expert skills in Call Answering, Content Writing Advanced skills in Sales Support, Sales & Business Development, Sales Available to work in 2 Weeks Current salary ₦250,000 Expected salary ₦350,000 - ₦500,000
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work history
Customer Support and Sales Agent
Sanlam
10.2023 - 01.2025
- Responded to customer inquiries and resolved complaints via phone, email, and chat
- Maintained accurate records of customer interactions and transactions
- Routinely collaborated with other departments to address customer concerns
- Complied with company policies and procedures to ensure customer satisfaction
Customer Support and Sales Resolution Officer
United Bank for Africa UBA
02.2022 - 10.2023
- Responded to customer inquiries and resolved complaints via phone, email, and chat
- Maintained accurate records of customer interactions and transactions
- Routinely collaborated with other departments to address customer concerns
- Complied with company policies and procedures to ensure customer satisfaction
- Successfully resolved over 90% of customer complaints within 24 hours
- Created and implemented a new feedback survey to measure customer satisfaction
- Consistently exceeded monthly customer service goals, resulting in positive recognition from management
- Generating leads, making sales calls, continuously updating our CRM database, and meeting sales target
Digital Market Manager/Social Media Manager
IjelalaHairandBraids, DriveMe and VOAfrica
01.2021 - 02.2023
- Developing and implementing comprehensive social media strategies aligned with the brand's objectives
- Conducting market research and analyzing trends to inform content creation and engagement strategies
- Overseeing the creation of high-quality, engaging content across multiple platforms e.g., Facebook, Instagram, Twitter, LinkedIn, TikTok
- Scheduling and publishing content using social media management tools like Hootsuite, Buffer, or Sprout Social
- Managing and growing online communities by responding to comments, messages, and mentions in a timely and professional manner
- Fostering positive interactions and building relationships with followers and influencers
- Monitoring social media performance using analytics tools e.g., Google Analytics, native platform analytics
- Preparing and presenting reports on KPIs such as engagement rates, follower growth, website traffic, and conversion rates
- Planning and executing paid social media campaigns, including budgeting, targeting, and optimization
- Collaborating with other departments e.g., marketing, sales, customer service to align social media campaigns with overall business goals
- Monitoring brand mentions and industry trends to identify opportunities or potential risks
- Managing crises and mitigating negative feedback on social platforms
- Grew the Instagram following by 35% over six months, leading to a 20% increase in engagement
- Launched a viral campaign that increased brand awareness by 50%, resulting in a 15% boost in sales
- Improved overall engagement rates by 40% by refining content strategies and optimizing post timings
- Reduced ad spend by 25% while maintaining a consistent return on investment ROI of 5:1 through targeted social media ads
- Built and managed an active online community of 20,000 members, driving higher levels of customer loyalty and repeat purchases
- Successfully managed a social media crisis, reducing negative sentiment by 70% within 48 hours
Business Solutions Sales Representative
SakalGB
02.2021 - 02.2022
- Proactively sourced and generated leads through warming leads, networking and email campaigns
- Conducted thorough research to understand the business challenges, pain points, and specific needs of potential clients
- Established and nurtured relationships with key decision-makers, including C-level executives, IT directors, and department heads
- Led consultative sales presentations and meetings to demonstrate the value of our solutions
- Worked closely with internal teams such as sales engineers, product managers, and customer success managers
- Delivered persuasive sales proposals and quotations, clearly highlighting the ROI and benefits of our solutions
- Maintained and tracked the sales pipeline using zoho to deliver accurate sales reports to management
- Provided exceptional support from the first interaction to post-sale implementation
- Successfully generated over NGN 6 million in new business by prospecting and closing deals across various channels
- Increased client engagement through strategic networking and cold calling, converting 20% of leads into long-term clients
- Closed over 20 sales agreements in 12 months, contributing to a 15% growth in annual revenue
- Achieved an 18% increase in average contract value through effective negotiation and upselling
- Maintained a high customer satisfaction rate, with over 60% retention through consistent follow-ups and after-sales support
Media Officer and On Air Personnel
Lion FM
03.2017 - 04.2020
- Moderating panels or talk shows, interviewing show guests about their lives, their work, or topics of current interest on various relevant topics in line with station policies, NBC rules and other relevant governing bodies
- Negotiating and purchasing ad space and time to effectively reach target audiences
Education
Bachelor's Degree - Public perception of Lassa Fever Media Campaign
University of Nigeria
06.2016 - 06.2021
Skills
- Call Answering
- Content Writing
- Sales Support
- Sales & Business Development
- Sales
- Call Center
- Social Media Management
- Creative writing / Copywriting
- Customer Service
- Assistant Manager
- Excel spreadsheets
- Creative problem solving
- Sales reporting
- Telephone sales
- Effective delegation
- Social media savvy
- Niche market understanding
- Upselling techniques
- Client engagement
- After-sales support
- Customer relationship management software
- Point of sale systems
- Digital marketing
- Conflict Resolution
- Communication
- Customer relations
- Public speaking
- Crisis management
- Customer profiling
- Cross-Selling proficiency
- Product demonstration
- Customer retention strategies
- Zendesk
Custom
Seeking a more challenging and fulfilling role
Languages
English
Native
Chinese (Mandarin)
Elementary
Personal Information
- Gender: Male
- Nationality: Nigerian
References
References available upon request.
Timeline
Customer Support and Sales Agent
Sanlam
10.2023 - 01.2025
Customer Support and Sales Resolution Officer
United Bank for Africa UBA
02.2022 - 10.2023
Business Solutions Sales Representative
SakalGB
02.2021 - 02.2022
Digital Market Manager/Social Media Manager
IjelalaHairandBraids, DriveMe and VOAfrica
01.2021 - 02.2023
Media Officer and On Air Personnel
Lion FM
03.2017 - 04.2020
Bachelor's Degree - Public perception of Lassa Fever Media Campaign
University of Nigeria
06.2016 - 06.2021
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