Emem Ekpo, Customer Support Specialist

About

I’m a dedicated customer care professional with over two years of experience providing top-tier support across phone, email, and live chat. I excel in resolving inquiries, troubleshooting issues, and delivering solutions with empathy and efficiency. Skilled in using CRM systems, I ensure accurate records while multitasking in fast-paced environments. My goal is always to create a positive customer experience and foster lasting relationships that benefit both the company and its clients.

Experience

INTERTRADE SUPPLY LIMITED

Apr 2023 – Mar 2024

Lagos, Nigeria

Customer Support Agent

Handled 60+ weekly customer enquiry regarding shipment and tracking, resulting in a 95% satisfaction rate by providing timely response and resolution. Reduced shipping discrepancies by 20% by coordinating with warehouse and logistics teams to investigate and resolve customer issues effectively. Handled complex customer inquiries with a 98% resolution rate, demonstrating adaptability and effective communication in ambiguous situations. Managed escalations and resolved complex delivery concerns, reducing complaints by 15% by taking ownership of customer issues and following up through to completion. Increased team productivity by 10% by implementing a new customer feedback system, leading to faster identification of common issues and improvement areas. Initiated a customer feedback initiative that identified key service gaps, contributing to a 30% improvement in customer satisfaction scores.

TOPKONSULT CREATIVE AGENCY

Apr 2023 – Mar 2024

London, United Kingdom

Client Success Specialist

Increased client retention by 15% through proactive communication and relationship-building, ensuring that over 80 clients received personalized solutions that truly met their needs, as reflected in client satisfaction surveys. Reduced client churn by 25% through effective issue resolution and post-project follow-ups, ensuring client satisfaction and long-term loyalty. Boosted revenue by 20% by identifying upsell opportunities and collaborating with internal teams to tailor creative solutions, resulting in additional service packages for key clients. Streamlined client onboarding process by 30%, enhancing efficiency through the creation of detailed guides and personalized training sessions for new clients. Maintained a 95% satisfaction rate by acting as the primary point of contact, managing project timelines, ensuring all client needs were met and received positive feedback from manager and customers. Initiated a customer feedback initiative that identified key service gaps, contributing to a 30% improvement in customer satisfaction scores.

Education

University ofUyo

Aug 2019 – Jul 2024

Bachelor of Science , Medical physiology

Emem Ekpo

Customer Support Specialist

Languages