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MARIAM A MAFE
CUSTOMER SERVICE SPECIALIST
Ikeja,LA
Summary
A Driven and Empathetic Customer Service Professional fueled with the desire for excellence in enhancing customer experiences ,by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Accustomed to working independently and collaboratively. An analytical thinker and a decisive problem solver that can proffer solutions to boost customer satisfaction and retention. Committed to maintaining professional relationships to further drive productive results.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Customer Service Specialist
MOSHJAY GLOBAL SERVICES
06.2021 - Current
- Sustained continuous improvement by implementing client interface management systems through telephone communication, email marketing and social media
- Increased sales by 7% by implementing different sales incentive for new and existing customers
- Identified customer needs and provides advice, guidance and suggestion to clients to aid in their product decision making
- Comprehensively understood of company’s product and services in order to give customers correct and concise information about products.
- Performed market research to learn about new trends to increase productivity, attract new customers and maintaining existing customers’ satisfaction and enhancing company’s reputation
- Pitched and on-boarded new customers
- Established effective customer feedback channels to relevant departments to promote continuous process improvement.
- Maintained and managed customer files and databases
Public Affairs Officer
LAGOS STATE LOCAL GOVERNMENT SERVICE COMMISSION
01.2018 - 05.2021
- Communicated and disseminated critical information effectively to public
- Wrote press releases and prepared information for distribution by media outlets on various governmental activities
- Drafted speeches and arranged interviews for government officials
- Hosted and anchored public developmental events
- Liaised with different communication and media outlets on various developmental projects and activities.
- Communicated with media weekly to build relationships and optimize press coverage
Client Service Representative
MILORD NIGERIA LIMITED
01.2016 - 11.2018
- Offered detailed advice on product and service benefits, maintaining customer satisfaction and generating repeat business
- On-boarded new clients and off boarded existing clients
- Built strong rapport with customers using exceptional communication and relationship-building skills, increasing client retention
- Expertly de-escalated objections and disputes, handling professionally and efficiently to maintain customer satisfaction
- Offered prompt response via email and telephone communication to provide solutions for customer satisfaction
- Used exceptional organization and time management to improve average call times, enhancing department efficiency.
Education
M.Sc - Mass communication
University of Lagos
LAGOS,NIGERIA 01.2020 - Current
B.A. Hons - Mass Communication
Babcock University
OGUN ,NIGERIA 09.2010 - 06.2014
Skills
Product knowledge and communication
Accomplishments
- Co-facilitated the introduction and installation of mobile telecommunication satellites for residents of the rural mining fields.
- Achieved 7% increase in customer satisfaction and retention by introducing a customer tracking software to the company.
- Introduced the customer satisfaction survey form to boost customer loyalty and retention.
Certification
Digital customer service 2.0 Eazl institute
07-2022
Links
www.linkedin.com/mw/in/mariam-mafe-338baa6b
Interests
REFEENCES
AVAILABLE ON REQUEST
Timeline
Digital customer service 2.0 Eazl institute
07-2022
Customer Service Specialist
MOSHJAY GLOBAL SERVICES
06.2021 - Current
M.Sc - Mass communication
University of Lagos
01.2020 - Current
Public Affairs Officer
LAGOS STATE LOCAL GOVERNMENT SERVICE COMMISSION
01.2018 - 05.2021
Client Service Representative
MILORD NIGERIA LIMITED
01.2016 - 11.2018
B.A. Hons - Mass Communication
Babcock University
09.2010 - 06.2014
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