Mercy Peter
@mercypeter1
Customer service and hospitality professional improving resolution rates, bookings, and sales through clear customer support.
NigeriaWhat I'm looking for
I’ve worked across hospitality and customer support, from El Placer Resort and Hotel to Graceland Hotel and Suites, handling bookings accurately and resolving complaints quickly. At El Placer, I delivered a 99% response rate within 24 hours and supported bookings with 100% accuracy.
More recently at KINZEL Benefits, I drove a 95% first-call resolution rate, raised product adoption by 15%, and kept customer satisfaction at 4.8/5. I’ve also worked as an Apple B2B Sales Associate, contributing to a 25% sales increase through personalized recommendations, and I’ve led a team of 10 customer service representatives at Graceland.
Experience
Work history, roles, and key accomplishments
Call Center Agent
Kinzel Benefits
Jan 2024 - Jul 2024 (6 months)
Achieved a 95% first-call resolution rate and increased product adoption by 15% through effective communication.
Sales Associate
Apple B2B Sales Venture
Nov 2021 - Apr 2023 (1 year 5 months)
Contributed to a 25% increase in sales through personalized product recommendations and maintained an average response time under 2 minutes.
Virtual Customer Support Specialist
El Placer Resort and Hotel
Feb 2020 - Jul 2021 (1 year 5 months)
Provided virtual support with a 99% response rate within 24 hours and managed bookings with 100% accuracy.
Customer Service Manager
Graceland Hotel and Suites
May 2018 - Jan 2019 (8 months)
Led a team of 10 representatives, improving service quality by 20% and resolving 95% of escalated complaints within 24 hours.
Customer Service Instructor
Nawoa
Mar 2016 - Apr 2017 (1 year 1 month)
Improved student performance by 15% through training on customer service best practices and developed course materials.
Front Desk Customer Service Agent
Peniel Apartments
Jan 2010 - Jan 2011 (1 year)
Achieved a 95% satisfaction rate for front desk services and reduced check-in/check-out times by 20%.
Education
Degrees, certifications, and relevant coursework
Kaduna State Polytechnic
Higher National Diploma, Hospitality Management
Grade: Honours
Earned an HND (Hons) in Hospitality Management from Kaduna State Polytechnic in 2015.
Gas Kyan Rikkos College
Senior Secondary Certificate, General Studies
Completed Senior Secondary Certificate at Gas Kyan Rikkos College in 2007.
Gwom Baptist Primary School
First School Leaving Certificate, Primary Education
Obtained First School Leaving Certificate from Gwom Baptist Primary School in 2000.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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