Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10503435/

Work experience

Relationship manager

from 06.2021 to 02.2025 (3 years 8 months)
Union Bank of Nigeria, Other countries (Finance, banking, and insurance)

RESPONSIBILITIES:
1. Conducted high-volume outbound calls to merchants, successfully onboarding and retaining new clients.
2. Provided sales support by educating merchants on payment gateway solutions and handling objections to secure sign-ups.
3. Maintained an organized CRM system to track leads, follow-ups, and sales performance.
4. Developed strong relationships with clients, improving retention rates and increasing transactions.
5. Assisted merchants with troubleshooting POS systems, ensuring seamless operations.

ACHIEVEMENTS:
1. Successfully onboarded and retained over 500+ merchants through cold calling and client relationship management.
2. Consistently exceeded monthly appointment-setting targets, booking an average of 10-15 quality appointments per week.
3. Increased customer retention rates by 30% through proactive engagement and follow-up strategies.
4. Improved sales conversion rates by effectively handling objections and nurturing leads.
5. Played a key role in streamlining CRM tracking, enhancing sales efficiency and data accuracy.
6. Provided top-tier customer support, resolving over 90% of customer inquiries and technical issues on first contact.

Customer support representative

from 10.2020 to 05.2021 (7 months)
Ivan travels and tour, Other countries (Transportation and logistics)

Responsibilities as a Customer Support Representative at Ivan Travels and Tour:

1. Inquiry Handling: Responded promptly to customer inquiries via various channels, including phone, email, and live chat, providing comprehensive information on travel packages, bookings, and related services.

2. Reservation Management: Assisted customers in making, modifying, or canceling reservations, ensuring accuracy and compliance with company policies.

3. Issue Resolution: Effectively addressed and resolved customer concerns, such as booking discrepancies, payment issues, and travel-related inquiries, ensuring a positive customer experience.

4. Communication: Maintained clear and professional communication with customers, travel partners, and internal teams to facilitate smooth coordination and problem resolution.

5. Product Knowledge: Demonstrated a thorough understanding of Ivan Travels and Tour's offerings, staying updated on travel industry trends and destination information.

6. Upselling and Cross-Selling: Identified opportunities to upsell additional services or cross-sell complementary products, contributing to revenue growth.

Achievements:

1. Customer Satisfaction: Achieved consistently high customer satisfaction ratings through personalized and attentive customer service.

2. Performance Metrics: Exceeded performance targets, including response time, issue resolution, and customer feedback.

3. Process Improvement: Actively participated in process improvement initiatives, providing valuable insights and recommendations to enhance overall customer support efficiency.

4. Team Collaboration: Collaborated with colleagues and other departments to resolve complex issues, contributing to a positive team dynamic and improved customer service workflows.

5. Training and Development: Demonstrated a commitment to ongoing learning, participating in training sessions to enhance product knowledge and customer service skills.

In the role of a Customer Support Representative at Ivan Travels and Tour, I showcased a dedication to delivering exceptional customer service, resolving issues effectively, and contributing to the overall success of the customer support team.

Education

Cross River University of Technology

Electrical/Electronics Engineering, Other countries
Higher, from 2012 to 2018 (6 years)

Knowledge and skills

• Development of sales strategy
• Cross-selling
• Sale of financial services
• Reporting
• Data management
• Data analysis
• Customer Relationship Management
• Sales management
• MS Excel
• Microsoft 365
• Conducting negotiations
• B2B Sales

Language proficiencies

English — fluent

References

Victor Oqua Ekpenyong

Victor Oqua Ekpenyong

Sales manager, Trucking 42