Open to opportunities

Mercy Enang

@mercyenang

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Passionate CX specialist driving customer satisfaction through empathy.

Nigeria

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for growth and collaboration.

I am a dedicated Customer Experience (CX) specialist with a strong focus on driving customer satisfaction through empathy and innovative solutions. My experience as a Customer Support Representative at Otaku.hugo Technologies has equipped me with the skills to handle customer inquiries effectively, maintain high satisfaction ratings, and contribute to team productivity. I co-authored the team’s SOP, which increased productivity by 25%, and implemented strategies that reduced customer complaints by 20%.

Throughout my career, I have demonstrated my ability to collaborate with cross-functional teams, communicate customer feedback, and enhance service quality. My proactive problem-solving skills have led to significant improvements in customer retention and satisfaction. I take pride in mentoring new team members and creating training materials that foster a culture of continuous improvement. My commitment to excellence is reflected in my ability to maintain a 98%+ customer satisfaction rating while managing a high volume of inquiries.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Otaku.hugo Technologies

Dec 2020 - Present (4 years 6 months)

As a Customer Support Representative, I enhanced customer satisfaction through effective communication and proactive problem-solving. I co-authored SOPs that improved team productivity and handled customer inquiries across multiple channels, maintaining a high satisfaction rating.

Effective Communicator Empathy Customer Education Team Collaboration Time Management

Current

Content Moderation Analyst

Current

Otaku.hugo Technologies

Apr 2022 - Present (3 years 2 months)

Reviewed class listings before publishing to ensure safety and compliance with the company’s policies. Educated new users on the processes involved in listing classes according to the company’s standards and COPPA law.

Content Moderation Policy Compliance User Education

Current

Customer Support Representative

Current

Otaku.hugo Technologies

Dec 2020 - Present (4 years 6 months)

As a Customer Support Representative, I drove customer satisfaction through effective communication and empathy. I co-authored SOPs that increased productivity by 25% and maintained a 98%+ customer satisfaction rating. I handled inquiries via multiple channels and provided technical assistance, contributing to a 20% reduction in complaints.

Effective Communicator Empathy Customer Education Team Collaboration Time Management Content Moderation

Back Office Customer Support Representative

SOFTWARE Otaku.hugo Technologies

Aug 2021 - Apr 2022 (8 months)

In this role, I co-authored the internal SOP document, enhancing team productivity by 20%. I trained new teammates, which led to a 5% decrease in customer dissatisfaction. My focus was on maintaining high service standards and effective communication.

Intercom Zendesk Metabase Training Customer Satisfaction Team Collaboration Communication Skills Problem Solving

Back Office Customer Support Representative

SOFTWARE Otaku.hugo Technologies

Aug 2021 - Apr 2022 (8 months)

In this role, I contributed to the development of internal SOPs and trained new teammates, which led to improved customer satisfaction and productivity. I utilized various support tools to manage customer inquiries effectively.

Intercom Zendesk Metabase Training Customer Satisfaction Communication Problem Solving Team Collaboration

Customer Service Representative Intern

Glolab Pizza

Apr 2018 - Jun 2018 (2 months)

As an intern, I developed a follow-up system for unsatisfied customers and initiated a referral program that significantly increased customer engagement and sales.

Referral Programs Customer Feedback Problem Solving Communication Teamwork Reporting Microsoft Excel Customer Satisfaction

Communications Lead

National Youth Service Corps (NYSC)

Sep 2019 - Aug 2020 (11 months)

As a Communications Lead, I promoted health awareness in rural areas and encouraged participation in health-related activities through effective feedback communication methods.

Communication Community Engagement Team Leadership Public Speaking Event Coordination Problem Solving Social Media Management Strategic Planning

Communications Lead

National Youth Service Corps (NYSC)

Sep 2019 - Aug 2020 (11 months)

Led communication efforts for health awareness initiatives in rural areas, promoting feedback methods that increased community participation in health activities.

Communication Community Engagement Leadership Team Collaboration Public Speaking Event Coordination Problem Solving Reporting

Customer Service Representative Intern

Glolab Pizza

Apr 2018 - Jun 2018 (2 months)

During my internship, I developed a follow-up system for unsatisfied customers, reducing complaints by 7%. I also initiated a customer referral program, increasing the customer base by 6% in just two weeks.

Customer Service Follow Up Systems Referral Programs Sales Strategy Communication Skills Team Collaboration Microsoft Office Problem Solving Customer Feedback

Education

Degrees, certifications, and relevant coursework

University of Benin

Bachelor of Science (B.Ed.), Human Kinetics and Sports Science

2014 - 2018

Studied Human Kinetics and Sports Science with a focus on education, gaining knowledge in physical education, sports management, and health awareness.