Irene Alaefuna

Developed and implemented client strategies to drive customer satisfaction and retention, resulting in a 30% increase in clientele retention and satisfactory database. Coordinated communication between employees and customers, ensuring information flow and managing daily customer support functions.

Provided accurate and satisfactory answers to customer queries, de-escalating situations with dissatisfied customers while adhering to SLAs. Guided callers through troubleshooting and company site navigation, consistently meeting and surpassing daily KPIs. Trained new employees on customer management policies and collaborated to improve customer experience.

Oversaw daily salon operations, including hiring, training beauticians, and managing employee shifts. Resolved recurring service price list complaints by creating a catalogue and merging the booking app to social media, which drove double engagement and led to a 70% reduction in specific issue tickets. Managed payments, tracked transactions, and promoted services on social media.

Completed secondary education, earning a High School Diploma. Focused on foundational subjects to prepare for future academic and professional pursuits.

Completed an online course in Business and Management. Gained insights into key business principles and management strategies.

Obtained an Online Certificate of Completion from Great Learning Academy. Enhanced skills through specialized online training.

Completed Soft Skills Training Certification through Jobberman Nigeria. Developed essential interpersonal and professional skills for the workplace.

Completed the Customer Service Foundation course on LinkedIn. Acquired fundamental knowledge and best practices in customer service.