Mercy Akpan

Customer Success Manager

Abuja, Federal Capital Territory, NG

Notion

Shopify

Customer Service

Data Entry

Virtual Assistant

Microsoft Office

Email Support

Zoho CRM

Zendesk

Available for hire fromNegotiable

Full-Time Roles

Contracts

Experienced Customer Support Specialist with 5 Years of Proven Success in Providing Exceptional Service and Resolving Complex Issues

I'm an experienced customer service professional with over four years of experience providing exceptional service to customers across a variety of industries. Throughout my career, I've developed a customer-focused mindset and a passion for finding creative solutions to complex problems. One of my key strengths is my communication skills. I pride myself on my ability to actively listen to customers, empathize with their concerns, and communicate clearly and effectively. Whether it's over the phone, via email, or through social media channels, I always strive to make customers feel heard and valued.

Work History

EMAIL AND CHAT SUPPORT

Rapid Phone CenterFeb 2022 - Jan 2023 • 1 yr- Handled over 300+ email and chat tickets regarding order processing, order management, return and exchange, and disputes. - Reduced return times & rates by 10% by setting up procedures & processes for mishandling or wrong delivery of orders

ELECTRONIC MEDICAL RECORD SPECIALIST

Citizens Disability Aug 2021 - Sep 2022 • 1 yr 2 mos* By managing medical records, entering information into our electronic database platform to download records for the legal team * On-call support to clients to sync medical records by creating or retrieving details of their facility portal information. * Creating profiles to monitor each client’s records and escalating each issues to the technical team.

CUSTOMER SERVICE AGENT

Outsource GlobalMay 2019 - Sep 2021 • 2 yrs 5 mos* Managed large amount of inbound and outbound call in a timely manner * Identified customer’s needs, clarify information, researched every information and provided solutions. * Build sustainable relationships and engage customers by taking the extra mile to find a detailed solution * Met personal/team qualitative and quantitative targets. * Resolved escalated customer issues. * Communicate all process and client changes to direct reports within specific timeliness

Education

National Open University

B.S.C, Computer Science Feb 2018 - Mar 2023

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