Mercy Nwosu Omoh
Lagos,Lekki
Summary
Dedicated Customer Service Professional with a strong background in handling difficult customers and maintaining client confidentiality. Demonstrates exceptional courtesy, calm composure, and patience under pressure. Proficient in email correspondence, call handling efficiency, and telephone etiquette. Skilled in customer needs analysis, data analysis, and customer retention strategies. Committed to excellence with expertise in time management and email inbox prioritization. Career goal includes advancing within the customer service field while continually enhancing skills in data confidentiality and client satisfaction.
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
1
1
year of professional experience
Work History
Customer care representative
Airbnb
Lekki, Lagos
05.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complaints swiftly.
- Established rapport with customers to encourage repeat business.
- Managed high-volume customer inquiries professionally.
- Prioritized tasks to meet and exceed company objectives and goals.
- Facilitated seamless communication between management and customers.
- Deescalated tense situations for improved customer relationships.
- Delivered exceptional service with timely responses to queries.
- Exhibited excellent problem-solving skills for effective dispute resolution.
- Demonstrated empathy whilst handling challenging customer issues.
- Fostered trust and loyalty through honest communication with customers.
- Maintained detailed records of all interactions, comments, complaints, and actions taken for future reference.
- Handled sensitive information confidentially to protect customer privacy rights.
- Offered prompt solutions to maintain customer satisfaction.
- Recorded and processed customer data accurately.
- Improved customer retention by 90%, through service and account management.
- Obtained feedback from customers to improve service experience.
- Listened actively to offer accurate information and best solution to their needs.
- Answered 30+ telephone calls per day with professionalism.
- Handled in-person, email, and mailed correspondence.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
Business administrator
Avista Beach Resort
Lagos, Lekki
08.2023 - 10.2024
- Enhanced productivity by streamlining office procedures.
- Managed business correspondence for improved communication.
- Assisted in financial planning to increase efficiency.
- Organised meetings, resulting in better team coordination.
- Scheduled appointments with clients and suppliers to foster relationships.
- Managed confidential information securely, upholding privacy standards.
- Processed invoices and purchase orders with high attention to detail.
Education
Bachelor of Business Administration - Business Adminstration
BYU
United State Of America Skills
- Exceptional courtesy
- Email correspondence
- Time management expertise
- Client confidentiality understanding
- Patience under pressure
- Handling difficult customers
- Call handling efficiency
- Knowledge in data analysis
- Calm composure
- Customer needs analysis
- Email inbox prioritisation
- Commitment to excellence
- Telephone etiquette
- Customer retention strategies
- Data confidentiality
- Customer Service
Languages
English
Advanced (C1)
Affiliations
- Travelling , Cooking and Reading
Timeline
Customer care representative
Airbnb
05.2024 - Current
Business administrator
Avista Beach Resort
08.2023 - 10.2024
Bachelor of Business Administration - Business Adminstration
BYU
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