Open to opportunities

Jovian Mike

@jovianmike

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Customer service and engagement specialist who builds loyalty through empathetic, detail-driven support.

Nigeria

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What I'm looking for

I’m looking to deliver excellent customer service, resolve issues efficiently, and build strong customer relationships. I bring empathy, clear communication, and careful documentation to keep workflows running smoothly.

I’m a highly organized, detail-oriented professional focused on delivering excellence through clarity, efficiency, and a proactive approach. I bring strong writing, communication, and multitasking skills from supporting roles, handling scheduling, correspondence, and task coordination while maintaining confidentiality and smooth workflow in fast-paced environments.

My background includes customer-facing excellence—driving a 25% increase in return visits, improving upsells by 15–20%, and reducing negative feedback by over 30% through empathetic complaint resolution. I also bring operations and leadership experience from managing daily store functions (inventory control, staff supervision, and performance reports) and more recent remote work as an AI Data Annotator and RLHF & Model Evaluation Specialist, alongside freelance social media management using Canva, CapCut, and analytics tracking.

Experience

Work history, roles, and key accomplishments

Current

Remote Call Agent

Current

24 Hours Group

Sep 2025 - Present (10 months)

Handled inbound and outbound calls, emails, and chats, providing accurate product/service information and resolving customer inquiries and complaints with empathy. Documented interactions in a CRM, escalated priority issues, followed up on complex cases, and met KPI targets for call volume, handle time, and customer satisfaction.

Customer Support Customer Satisfaction Escalation Management Conflict Resolution KPI Tracking

Current

Social Media Management Assistant

Current

Lotus Residence

Jul 2025 - Present (1 year)

Managed Lotus Residence’s social media presence across Instagram, TikTok, and LinkedIn by developing content calendars and creating posts and reels using Canva and CapCut. Monitored engagement analytics, launched and managed a LinkedIn account, and organized media assets in a dedicated Google Drive.

Social Media Strategy Instagram Marketing TikTok LinkedIn Engagement Management Canva Capcut Social Media Analytics

Customer Engagement Specialist

Volt Nightlife & Asabana Hotels

Jul 2023 - Jul 2025 (2 years)

Delivered customer experiences that increased return visits by 25% and drove 15–20% upsells of premium drinks through personalized recommendations. Resolved complaints empathetically, reducing negative feedback by over 30% and earning Staff of the Year (2023) for exceptional service.

Customer Engagement Upselling Complaint Resolution Multitasking Service Recovery Customer Service Excellence

Store Manager

Otus Stores

Jan 2019 - Dec 2021 (2 years 11 months)

Assisted the director with daily operations including inventory control, staff supervision, and distribution logistics, and took delegated leadership actions during managerial absence. Generated performance reports on sales and inventory trends, supervised staff training to company standards, and managed customer relationships and complaint resolution.

Inventory Control Staff Supervision performance reporting Customer Relationship Management Operational Continuity

Education

Degrees, certifications, and relevant coursework

University of Nigeria, Nsukka

Bachelor of Arts (Combined Honours), History / English

2018 - 2023

Grade: Second Class Upper (CGPA: 4.07/5.00)

B.A. in Combined Honours (History/English), focusing on the research, analysis, and interpretation of historical events and literary texts. Developed critical thinking and improved writing and communication skills through essays, critiques, and creative writing.