Looking for a job

Unwana Ifum

@unwanaifum

Message

Highly motivated customer service representative with strong technical knowledge.

Nigeria

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a highly motivated and skilled customer service representative with over three years of experience in handling inbound and outbound customer communication via phone, email, chat, and social media. My strong technical knowledge and profound understanding of customer support have enabled me to maintain a 99% confidence rate in providing accurate and up-to-date guidance to customers.

During my tenure at FarePortal Global, I consistently ensured 100% customer satisfaction, achieving efficiency metrics and issue resolution targets. I successfully navigated multiple software applications, leading to a 20% increase in daily tasks completed and a 15% reduction in average handling time. My proactive approach to documenting and resolving customer issues has been instrumental in my success.

In addition to my customer service experience, I have also worked as a freelance content writer, where I researched and wrote content tailored to various topics, ensuring adherence to SEO criteria to enhance visibility. My academic background includes a Master of Science in Medical Biotechnology, where I focused on the immunomodulatory roles of stem cells in cell therapy.

Experience

Work history, roles, and key accomplishments

Current

Assistant Coordinator

Current

Helping Others Get Ahead (HOGA), Non-Governmental Organizati

Apr 2018 - Present (7 years 4 months)

Participated in community service activities, including elderly assistance and hospital visits. Organized charity events and distributed resources to students.

Community Service Fundraising Volunteer Management

Customer Support Representative 2

FarePortal Global

Aug 2020 - Jun 2024 (3 years 10 months)

Assisted customers in making reservations for their trips worldwide, including adjustments and informing them of schedule changes. Maintained working knowledge of all travel services, ensuring accurate and up-to-date information was provided to customers.

Customer Support Scheduling Customer Satisfaction

Freelance Content Writer

Social Swag Digital Agency

Jun 2020 - Jan 2023 (2 years 7 months)

Researched and wrote content tailored to company ideals, writing style, and editorial policies. Utilized SEO criteria to increase company site visibility.

Content Writing SEO Research Editing Grammar

Sub-group Head

Community Development Service (National Youth Service Corps)

Apr 2021 - Feb 2022 (10 months)

Coordinated school visits to sensitize children on social issues and drafted reports. Participated in charity activities.

Community Outreach Report Writing Event Coordination Charity

Customer Retention Agent

Mindy Support

Jan 2017 - Feb 2019 (2 years 1 month)

Generated provisional scripts and templates for introducing first-time customers to the company. Amicably resolved difficult issues with tact, turning challenging situations into positive outcomes.

Customer Retention Conflict Resolution Customer Service

Education

Degrees, certifications, and relevant coursework

Eastern Mediterranean University

Master of Science, Medical Biotechnology

2019 - 2020

Grade: HIGH HONORS

Prepared a Term Project (BIOL599) on the “Immunomodulatory roles of stem cells in cell therapy”. My paper explored the therapeutic properties of Mesenchymal stem cells (MSCs) and their ability to mediate immune cell activity in tissue and inflammatory micro-environments. Significant emphasis was placed on the role of the MSC secretome in inflammatory responses both in graft and host tissues.

Eastern Mediterranean University

Bachelor of Science, Molecular Biology and Genetics

2013 - 2019

Studied the structure, function, and varying characteristics of genes, with emphasis on disease-causing variants, transposons, and the effects of deficient non-coding genes. Studied the genome sequence, expression, and epigenetic regulation in different organisms, looking into the role of the resulting proteins in their biological system and how they change in response to environmental cues.