PATIENCE EBONG
Customer Success Specialist
Lagos,LA
Summary
Well-qualified customer success specialist proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Customer Success Specialist
MyJobMag Limited
Ikeja , Lagos
02.2021 - Current
- Created a comprehensive customer service document for the company and headed company’s customer service department.
- Entered customer interaction details in CRM software to track requests, document problems and record solutions offered.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Recommended the company's CV builder services to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Content Executive
MyJobMag Limited
Ikeja , Lagos
09.2020 - 02.2021
- Sourced for scholarships, news and other technical information from designated websites.
- Uploaded contents on the website daily.
- Created valuable and engaging content for the company’s website with new blog entries, refreshing articles which were majorly related to the IT services provided by the company.
- Verified and corrected all data entry errors before upload; and reported them where appropriate.
- Distributed content on social media.
- Created a comprehensive mailing list for the company.
- Evaluated project requirements and content standards for each project in order to produce copy in line with creative structure.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.
- Managed competing deadlines with efficiency.
- Completed thorough research into assigned topics.
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
Client Service Intern
STB McCann
, Nigeria
10.2001 - 01.2018
- Reviewed creative briefs from clients.
- Researched and customized service proposals for clients to meet requirements and set profitable compensation scale.
- Created presentations detailing overall marketing strategy.
- Strategically implemented clients' objectives.
- Brainstormed creative ideas for marketing campaigns.
- Researched media outlets for campaigns.
- Researched clients' products, services, marketing plans, competitors and target markets.
- Monitored on-going marketing campaigns.
- Assisted with student-centered activities on campus to establish professional relationships.
- Conducted market research to attract clients in new territories.
- Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
- Presented advertising campaign proposals to clients for approval or adjustment.
- Met with potential clients to discuss advertising needs and goals.
- Utilized effective marketing techniques to increase brand recognition.
Education
Bachelor of Science - Mass Communication
University Of Lagos
Lagos, Nigeria 11.2015 - 11.2019
Skills
Excellent communication and writing skills
Social media savvy
Creative & analytical skills
Content Development
Excellent client relationship
Customer ServiceData entryEnglish Proficiency
Marketing strategyMarket researchPresentationsSocial Research
Copywriting
Social Media Management
Certification
Customer Service Foundations Certificate 2021
Timeline
Customer Success Specialist
MyJobMag Limited
02.2021 - Current
Content Executive
MyJobMag Limited
09.2020 - 02.2021
Bachelor of Science - Mass Communication
University Of Lagos
11.2015 - 11.2019
Client Service Intern
STB McCann
10.2001 - 01.2018