Open to opportunities

Mercy Ikeh

@mercyikeh

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Customer service leader driving retention, conversion, and operations.

Nigeria

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What I'm looking for

I seek a role where I can lead customer support teams, improve retention and conversion, apply data-driven service improvements, and grow within a collaborative, impact-focused organization.

I am a reliable and resourceful Customer Service professional with a B.Sc. in Computer Science and practical experience leading support teams in fintech, marketing, and education sectors. I consistently drive high customer satisfaction, conversion, and retention through data-informed service and process improvements.

At KWIQ Fintech and other employers I supervised transactions, managed communities, and led customer-experience initiatives that improved conversion and retention rates; at OneGas and Pipminds I implemented marketing and service strategies that increased sales and operational efficiency.

I bring strengths in team management, market research, virtual assistance, CRM tools, and cross-functional collaboration, and I am committed to creating seamless customer journeys and measurable business impact.

Experience

Work history, roles, and key accomplishments

Customer Support

Starpips Forex Academy

Jan 2025 - Dec 2025 (11 months)

Fostered 99% quick response time and led customer conversion and retention initiatives that increased retention by 60% while maintaining 99% customer satisfaction; contributed to content strategy and follow-up resolutions.

Customer Support Customer Retention Content Strategy CRM Customer Satisfaction Troubleshooting

Customer Service Manager

KWIQ

Jan 2023 - Dec 2024 (1 year 11 months)

Supervised support operations and trades, led market research for business development, and improved customer experience, conversion and retention while managing community engagement.

Team Leadership Support Operations Market Research Customer Experience Community Management Business Development

Marketer / Customer Service Manager

OneGas Limited

Jan 2022 - Dec 2022 (11 months)

Developed marketing strategies and upselling/cross-selling programs that increased sales and achieved 99% customer retention; trained staff and optimized delivery system, driving a 50% sales increase.

Marketing Strategy Upselling Cross Selling Customer Retention Training Delivery Management Project Delivery Sales Growth

Marketer / Customer Service Manager

Pipminds International Limited

Jan 2020 - Dec 2021 (1 year 11 months)

Maintained 99% customer satisfaction while assisting in development and execution of marketing campaigns that drove sales and improved office correspondence efficiency by 60%.

Marketing Campaigns Customer Satisfaction Sales Enablement Process Improvement Communication

Public Relations Officer

YouthAlive Foundation

Jan 2018 - Dec 2020 (2 years 11 months)

Planned publicity strategies and managed messaging, producing presentations, press releases and social media content while handling public and media enquiries to support organizational outreach.

Public Relations Media Relations Content Creation Campaign Planning Stakeholder Engagement Social Media

Brand Representative / Marketer

Click Wears

Jan 2018 - Dec 2020 (2 years 11 months)

Developed online and offline campaigns and collaborated on content for the brand's website and social platforms, increasing brand awareness and online engagement and driving sales growth.

Digital Marketing Campaign Development Content Creation Brand Awareness Social Media Management Sales Strategy