SEPHRA JEMEDAFE
Garki 2
Summary
Excellent customer service representative with the ability to multi-task in a fast-paced working environment. A team player with a core aim of achieving business goals and experienced in resolving customer issues within acceptable time frames while creating positive customer experience.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
NG EAGLE Airline
Abuja
01.2024 - Current
- Provided comprehensive flight support to an average of 90 passengers daily including bookings, modifications, and payment processing, ensuring proficient and professional service
- Achieved an 85% first Call Resolution (FCR) rate, effectively resolving passenger inquiries accurately and efficiently during initial contact
- Maintained a 100% answer rate for inbound calls within 30 seconds, delivering timely and courteous service to meet customer expectations
- Demonstrated the ability to work independently and take initiative by managing customer interactions across multiple channels, including email and live chat via Zoho CRM, achieving a sub-5-minute average response time and enhancing customer experience
- Maintained accurate call logs and shift reports, contributing to performance evaluations and continuous improvement initiatives within the customer support team
Business Development Executive
Deiz Global Services Ltd.
Abuja
09.2023 - 12.2023
- Initiated and established partnerships with four international universities, expanding academic offerings and increasing prospective student inquiries by 30%
- Managed the application process for over 80 postgraduate students, screening and organizing application documents to ensure high-quality submissions and successful admissions
- Collaborated with partner universities to strengthen institutional relationships, resulting in 15% boost in student enrollment
Lead Generation Executive
Retention Concierge
Abuja
12.2020 - 08.2023
- Increased qualified lead volume by 20% quarterly through outbound and inbound calling campaigns
- Driven by a passion for customer service, I responded promptly and professionally to inbound customer queries via phone and email, providing helpful and accurate information and achieving a 95% customer satisfaction rating
- Cultivated relationships with prospects and existing clients, converting 30% of warm leads into sales opportunities and fostering client loyalty to drive repeat business
- Collaborated with sales and customer support teams via tools like Slack, ensuring alignment and streamlined communication to maximize lead conversion
- Drove improvements in conversion rates by leveraging Freshdesk CRM to optimize customer interaction tracking, ensuring seamless lead handoffs
- Demonstrated excellent time management by prioritizing high-value leads, balancing multiple tasks, and consistently meeting performance targets
Executive Assistant
BCl Resources
Nigeria
01.2018 - 02.2019
- Managed and prioritized 200+ emails for the CEO, ensuring a 24-hour response time and reducing response delays by 15%, facilitating timely decision-making
- Maintained CRM data, tracking 100+ leads and helping to streamline follow-up processes, resulting in a 10% increase in lead conversion and strengthening sales pipeline
- Handled sensitive information with professionalism, ensuring company data was kept confidential and improving internal trust and collaboration
- Coordinated 100+ meetings and events annually, achieving 100% on-time attendance and eliminating scheduling conflicts, improving overall productivity and executive efficiency
- Organized 10+ corporate events, including client meetings and internal sessions, ensuring 100% satisfaction with no logistical issues
Education
BSc - Sociology
01.2023
Skills
- Proficient in Microsoft Office Suite
- Proficient in CRM Software (Zoho,Hodu cc)
- Excellent communication and client relation skills
- Active Listening
- Reservation systems (Crane)
- Problem-solving
- Time Management
- Response to live queries with swift resolution time frame
References
To be provided on request.
Timeline
Customer Support Specialist
NG EAGLE Airline
01.2024 - Current
Business Development Executive
Deiz Global Services Ltd.
09.2023 - 12.2023
Lead Generation Executive
Retention Concierge
12.2020 - 08.2023
Executive Assistant
BCl Resources
01.2018 - 02.2019
BSc - Sociology
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