PEARL AMAKA IRHUE
Accra
Summary
Customer Support Associate with a passion for delivering exceptional customer experiences and a strong commitment to problem-solving, dedicated to resolving customer issues promptly and advocating for the company's brand. With expertise in live chat support and emails with efficiency. Consistently meeting targets in quality, productivity, and customer satisfaction, striving to provide top-notch service in every interaction. Additionally, proactively stay updated on new product features and improvements to enhance the customer experience. Skilled at identifying and escalating important issues, ensuring isolated customer experiences are addressed promptly and effectively.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Customer Support Manager
Gospel Pillars Ministries
Spintex, Accra
12.2021 - Current
- Automated document flow by maintaining special customer/ members' requests, call logs, sample results, and invoicing data into the Google sheet database.
- Supported senior leadership by delivering monthly membership status and performance reports for continuous improvement.
- Analyzed reports, call monitoring, surveys and members relations to refine and maintain workflows and procedures,
- Reviewed Membership and first timers data for completeness and accuracy while resolving discrepancies.
- Liaised with cross-functional departments to train customer/member support team on products and services and troubleshooting techniques.
- Developed company-wide workflow procedures for 54 employees/ volunteer staff.
- Reviewed and resolved members' issues to diminish product discrepancies
- Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
Customer Service Associate
Gospel Pillars Ministries, Lagos
Lagos
04.2018 - 10.2021
- Addressed inquiries, resolved customer issues and managed customer relations.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Partnered with internal teams to uncover customer needs and cross-sell opportunities.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Consulted with customers regarding needs and addressed concerns.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Promoted brand and marketing campaigns to create interest with customer.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized client contracts, records and reports to strengthen traceability.
- Used collateral material and documents to share information about services, products and promotions.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Processed documentation and troubleshot discrepancies to build client rapport.
Manager
Efemart Integrated Concept Limited
11.2015 - 03.2018
- Coordinated all activities in the organization and ensure its smooth running through the general management of staff by coordinating communication among teams and ensuring proper documentation, reports and data management were intact and also created active problem solving in the organization
- Key Achievements
- Identified the need for boosted online presence and efficient SMS campaign as an active marketing strategy to announce and promote the company to a wider range of customers in Nigeria, also introduced the concept of Customer Relationship Management System to the company and this boosted the company's income by a 100%
- Job Description
- Cover daily business requirements with well-organized schedule and properly delegate assignments
- Supervise staff and provide clear objectives and consistent, performance-oriented policies
- Manage paperwork for business operations, personnel files, and legal requirements such as taxes and business permits
- Plan and execute strategies to increase business and drive profit growth
- Meet customer demands by tracking market changes and adapting strategies to match.
Class Instructor
National Youth Service Corps, NYSC
Harcourt
06.2012 - 07.2013
- Key Achievement
- Taught the Junior Secondary School children in simple terms they could relate with and 95% of the students excelled in their exams
- Taught integrated science to junior secondary school students.
Executive Assistant / Office Manager
MohSaf's Engineering consult
Abuja
11.2011 - 05.2012
- Key Achievement
- Responsible for organizing all of the administrative activities that facilitates the smooth running of the organization and also provide support to the CEO
- Job Description
- Preparing financial statements, reports, memos, invoices letters, and other documents
- Answering phones and routing calls to the correct person or taking messages
- Accurately recording minutes from meetings
- Reading and analyzing incoming memos, submissions, and distributing them as needed
- Making travel arrangements for executives
- Provide general administrative support.
Front Desk / Customer Care Officer
Interlinks Technologies Ltd
Port Harcourt
09.2010 - 10.2011
- Technology and Management System | Port Harcourt
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
Marketing Executive
Titie Hotel Ltd
Port Harcourt
03.2010 - 08.2010
- Planned and organized public relations and promotional events.
- Identified, developed and evaluated marketing strategies based on knowledge of the hotel's objectives and market trends.
- Determined target audiences for particular products and aligned campaigns with demographics.
- Maximized outreach by implementing marketing strategies to grow customer base.
- Collaborated with advertising and promotion managers to promote products and services.
- Brought in over 20 million naira revenue in 5days after signing the Total Energies deal and the hotel provided food and conference halls used for staff training within weeks of joining the organization
Education
High School Diploma -
Mary Mount College
Agbor, Delta State04.2003
Bachelor of Science (B.Sc) - Biochemistry
University of Port Harcourt
Rivers State, Nigeria07.2011
Skills
- Excellent Communication Skills (verbal and written)
- Customer Service
- Problem-solving
- Tech savvy (with a flair for learning new software/technology)
- Typing Skills
- Product Knowledge
- Time Management
- Analytical Skills
- Collaboration and Brand Advocacy
Timeline
Customer Support Manager
Gospel Pillars Ministries
12.2021 - Current
Customer Service Associate
Gospel Pillars Ministries, Lagos
04.2018 - 10.2021
Manager
Efemart Integrated Concept Limited
11.2015 - 03.2018
Class Instructor
National Youth Service Corps, NYSC
06.2012 - 07.2013
Executive Assistant / Office Manager
MohSaf's Engineering consult
11.2011 - 05.2012
Front Desk / Customer Care Officer
Interlinks Technologies Ltd
09.2010 - 10.2011
Marketing Executive
Titie Hotel Ltd
03.2010 - 08.2010
High School Diploma -
Mary Mount College
Bachelor of Science (B.Sc) - Biochemistry
University of Port Harcourt
- Certified HTML Developer, W3Schools - 2022
- Certified CSS Developer, W3Schools - 2022
- Certified JavaScript Developer, W3Schools - 2022
Languages
English
First Language
French
Elementary
A2
Certification
- Certified HTML Developer, W3Schools - 2022
- Certified CSS Developer, W3Schools - 2022
- Certified JavaScript Developer, W3Schools - 2022
Other Skills
- CRM
- Email marketing
- SEO
- E-commerce
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