Open to opportunities

Anita Umunna

@anitaumunna

Customer Service Representative with 3+ years supporting education and hospitality, skilled in CRM management and empathetic complaint resolution.

Nigeria

Message

What I'm looking for

I’m looking for a customer support role where I can deliver empathetic, fast resolutions, keep CRM records accurate, and partner cross-functionally to improve client experience—while using proven service-recovery and conflict-resolution skills to drive retention.

I’m a Customer Service Representative with 3+ years of experience delivering high-quality client support across education and hospitality. I handle 100+ daily interactions while resolving complaints with empathy, active listening, and practical problem solving to protect satisfaction and retention.

In education, I’ve managed customer inquiries end-to-end by collaborating with admissions and academic teams. I maintain accurate records in Salesforce CRM and improved follow-up response time by 40%, contributing to a 30%+ increase in enrollment inquiries and stronger parent relationships through proactive communication.

In hospitality, I support guests with prompt, professional communication and calm execution in high-pressure situations. Using HubSpot CRM, I improved service tracking and follow-up efficiency, contributing to a 15% increase in upsell revenue through positive customer experiences and improved repeat patronage.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative (Hybrid)

Current

Jephthah Comprehensive Secondary School

Dec 2024 - Present (1 year 10 months)

Managed 100+ daily customer interactions across phone, email, and in-person channels, resolving inquiries and complaints with empathy. Maintained customer records in Salesforce CRM and improved follow-up response time by 40%, supporting a 30%+ increase in enrollment inquiries and engagement.

Customer Support Complaint Resolution Active Listening Problem Solving Conflict Resolution CRM Management Salesforce Email Support Phone Support Customer Retention Service Recovery Time Management Cross Functional Collaboration

Customer Service Representative

Golden Tulip Port Harcourt Hotel

Jan 2023 - Dec 2024 (1 year 11 months)

Managed 100+ daily guest interactions across phone, email, and in-person channels, resolving inquiries and complaints to maintain satisfaction and loyalty. Maintained accurate guest records in HubSpot CRM and improved service tracking and follow-up efficiency, contributing to a 15% increase in upsell revenue.

Customer Support Complaint Resolution Active Listening Problem Solving CRM Management HubSpot Email Support Phone Support Customer Retention Time Management Cross Functional Collaboration Service Recovery

Acting Head / HR Officer

Golden Tulip Port Harcourt Hotel

Jul 2019 - Jan 2023 (3 years 6 months)

Managed relationships with 100+ internal stakeholders, improving communication and operational collaboration. Reduced employee grievances by 35% through proactive conflict resolution and improved HR documentation accuracy and reporting by 20%.

Stakeholder Management Conflict Resolution Documentation HR Reporting Cross Functional Collaboration