Ifeoma Hilda Mberekpe

Provided end-to-end support for digital product users via WhatsApp Business and social DMs while managing community engagement. Created and optimized educational animated content for YouTube and TikTok and used audience feedback to improve support responses.

Built accurate international travel itineraries and handled urgent client changes under tight deadlines. Streamlined itinerary confirmation communications to reduce booking errors and improve service turnaround time in a fully remote setup.

Resolved 30+ daily multi-channel customer inquiries (chat, phone, email) with timely, empathetic service to maintain high satisfaction. Authored a FAQ and internal knowledge base that reduced ticket volume by an estimated 15% and coordinated logistics follow-ups to ensure 100% order resolution.

Managed 30+ daily multi-channel customer inquiries (chat, phone, email) with empathetic, timely resolutions. Authored a comprehensive FAQ knowledge base that reduced ticket volume by an estimated 15% and ensured 100% follow-up on pending orders by coordinating between internal teams and clients.

Handled Instagram and Facebook inquiries as the primary social commerce support contact while maintaining brand voice consistency. Processed and audited product records to ensure 100% data accuracy and worked with logistics to implement an order-tracking system that reduced “Where is my order?” inquiries.

Served as the primary point of contact for Instagram and Facebook inquiries, maintaining brand voice consistency and driving engagement through rapid responses. Processed and audited product records for 100% data accuracy and partnered with logistics to implement transparent order tracking, reducing repeated “Where is my order?” inquiries.

Grade: Second Class Upper Division

Completed a Bachelor of Science in Nursing at Madonna University (2016–2021), graduating with Second Class Upper Division.