Mercy Nnamdi Ukairo
@mercynnamdiukairo
Results-driven customer service representative with a passion for client satisfaction.
NigeriaWhat I'm looking for
I am a results-driven Customer Service Representative with 4 years of experience in providing exceptional customer support and fostering positive client relationships. My proven track record of consistently exceeding performance metrics and delivering outstanding service reflects my dedication to maximizing customer satisfaction and driving business growth.
In my current role at Access Pensions Limited, I act as the main point of contact for customers, managing a high-volume workload and handling over 100 customer interactions daily. I have successfully exceeded customer satisfaction targets by 35% through prompt and personalized assistance. My strong communication and problem-solving skills have enabled me to resolve complex customer complaints, resulting in a 42% reduction in escalations to supervisors.
My experience also includes managing key accounts and collaborating with cross-functional teams to streamline processes, which led to a 60% decrease in average resolution time. I am passionate about delivering top-notch customer experiences and maintaining a high level of professionalism and empathy in all interactions.
Experience
Work history, roles, and key accomplishments
Customer Service/Service Centre Officer
Access Pensions Limited
Sep 2023 - Present (2 years 4 months)
Acted as the main point of contact for customers, provided impeccable support and managed a high-volume workload, handling an average of 100+ customer interactions daily via phone, walk-in, email, and live chat, and ensured timely resolution of issues. Exceeded customer satisfaction targets by 35% through prompt and personalized assistance, effectively addressing inquiries, and resolving issues. P
Relationship Management Officer
Access Pensions Limited
Dec 2022 - Present (3 years 1 month)
Set up accounts for new customers, ensuring accurate documentation and customer satisfaction. Managed a portfolio of key accounts, developing strong relationships and providing exceptional customer service increasing customer retention rates by 30%. Maintained a high level of professionalism, empathy, and courtesy during interactions with customers, ensuring their satisfaction and building positiv
Relationship Management Officer
First Guarantee Pensions Limited
Apr 2022 - Present (3 years 9 months)
Set up accounts for new customers, ensuring accurate documentation and customer satisfaction. Managed a portfolio of key accounts, developing strong relationships and providing exceptional customer service increasing customer retention rates by 30%. Maintained a high level of professionalism, empathy, and courtesy during interactions with customers, ensuring their satisfaction and building positiv
Ticketing & Reservation Officer
JCC Travels & Tours
Dec 2019 - Present (6 years 1 month)
Resolved customer inquiries, including changes to itineraries, cancellations, and special requests, in a timely and customer-oriented manner. Handled payment transactions, ensuring accuracy and adherence to company policies. Maintained up-to-date knowledge of travel industry trends, regulations, and airline policies to provide customers with accurate and current information.
Education
Degrees, certifications, and relevant coursework
Abia State University Uturu
Bachelor of Science (BSc), Economics
Studied Economics at Abia State University Uturu, focusing on economic principles and their applications. Gained a comprehensive understanding of economic theories and analytical methods.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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