Hi, I’m
MMELI .V. Isaac-Ironondu
Lagos
Summary
I am a results-driven customer service professional with a strong track record in addressing customer needs, resolving issues promptly, and delivering tailored solutions. Proficient in CRM systems, particularly HubSpot, with a keen eye for documentation and workflow optimization, I effectively manage inbound opportunities to drive customer satisfaction and retention fast-paced remote environments.
With my background in research, I bring a people-centered approach to customer support, blending strong communication with insight to help teams connect better with their clients. I’m confident I’d be a great fit for your team.
Overview
7
years of professional experience
1
Certification
Work History
Washed Feet Scents
Sales & Customer Support Representative
11.2024 - Current
Job overview
- Respond to customer inquiries and process inbound product orders efficiently.
- Educate customers about fragrance options and product features to drive sales.
- Manage records of customer feedback, support requests, and repeat orders.
- Provide professional follow-up to ensure customer satisfaction.
REVIVE & ICARE HIV Projects
Client Retention Specialist
11.2021 - 02.2025
Job overview
- Acted as a virtual assistant managing communications and scheduling with stakeholders and clients.
- Coordinated remote follow-up calls to ensure adherence to project timelines.
- Maintained accurate documentation using CRM systems.
- Liaised between clients and internal technical teams to track next steps and deliverables.
- Followed up with clients to remind them of next visit schedule.
- Implemented effective communication strategies to maintain open lines between clients and internal teams, resulting in timely issue resolution when needed.
- Streamlined internal processes for handling client issues, increasing team efficiency and ensuring consistent service delivery across all accounts.
Qaval Research Ltd
Customer Support Retention Manager
09.2020 - 04.2021
Job overview
- Handled client onboarding and follow-up queries in survey research and analysis projects.
- Managed customer-related data collection and response tracking.
- Created progress reports and managed feedback from clients on service experience.
- Contributed to client retention through consistent communication and timely updates.
- Promoted a culture of continuous improvement within the customer support department by encouraging innovation and idea-sharing among team members.
TQ Consult
Customer Support Specialist
07.2018 - 01.2019
Job overview
- Assisted with procurement, inventory tracking, and customer inquiry resolution.
- Handled phone and email communications, ensuring client satisfaction.
- Supported internal documentation and logistics management.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Education
University of Ibadan
Master of Public Health (MPH) from Environmental Health Sciences
11.2022
Rivers State University
BSc from Applied & Environmental Biology (Microbiology)
08.2016
Skills
- Customer & Sales Support
- Data entry and management
- Inbound Support, Client Retention, Follow-Up Calls,
- CRM & Documentation
- Remote Work Proficiency
- Complaint handling
- Time Management, Self-Motivation, Virtual Scheduling, Online Collaboration
- Verbal & Written Communication, Active Listening, Professional Correspondence
- Google Workspace, Microsoft Office, Zoom, Google Meet, Trello, Slack, Internet Research
Certification
- Communication Foundations – LinkedIn Learning
- Time Management Essentials – LinkedIn Learning
- Program Management, 2024
Referees
Available on request
Timeline
Sales & Customer Support Representative
Washed Feet Scents
11.2024 - Current
Client Retention Specialist
REVIVE & ICARE HIV Projects
11.2021 - 02.2025
Customer Support Retention Manager
Qaval Research Ltd
09.2020 - 04.2021
Customer Support Specialist
TQ Consult
07.2018 - 01.2019
Rivers State University
BSc from Applied & Environmental Biology (Microbiology)
University of Ibadan
Master of Public Health (MPH) from Environmental Health Sciences
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