Effa

ENYA, EFFA IDEBA
Email: [open contact info](look above in the "contact info" section) |Mobile No: 08134890242 | Address: Ilasamaja, Lagos

CAREER OBJECTIVE
Customer focused and detail-oriented professional with proven expertise in customer retention,
relationship management, and effective client communication. Adept at addressing customer
concerns, enhancing satisfaction, and fostering loyalty through proactive engagement and seamless
cross-functional collaboration. Committed to delivering exceptional service, efficiently solve
problems, and optimizing customer experience using Customer Relationship Management (CRM)
tools and data-driven insights.

CORE COMPETENCIES
 Customer Relationship Management
 Problem Solving & Decision making
 Empathy and Active Listening
 Conflict Resolution & Complaint Handling
 Verbal & Written Communication
 CRM Tools ( Zoho, OTRS)
 Microsoft Office Suite ( Word, Excel, PowwerPoint)
 Data Analysis and Interpretation of Insights
 Adaptability & Team Collaboration
WORK EXPERIENCE
Customer Retention Officer - ipNX Nigeria Limited
lagos, Nigeria January 2024 till date
 Managed over 40 outbound calls daily, effectively resolving customer complaints and
enhancing satisfaction levels.
 Increased customer retention through proactive engagement and cross-functional teamwork.
 Re-engaged churned clients with tailored offers and service improvements.
 Utilized CRM tools (Zoho, OTRS) to manage service tickets and optimize resolution timelines.
 Delivered prompt responses to email inquiries, enhancing customer satisfaction.
 Effectively reviewed and processed customer’s reimbursements ensuring compliance with
company policies and procedures.
 Analyzed customer feedback to inform service improvements, contributing to a 10% churn
rate reduction.
Business Development Executive - Zedvance Limited
Lagos, Nigeria | July 2018 – February 2019
 Promoted financial products to new and existing customers, increasing product awareness by
5%.
 Negotiated favorable product terms with clients, driving successful sales, improving client
satisfaction and boosting revenue.
 Strengthened customer relationships through consistent support and personalized service .
VOLUNTEER EXPERIENCE
Monitoring, Evaluation, Research and Learning Associate - Fashioned and Made for Excellence
Foundation (FAME),
Ibadan, Nigeria | February 2022, till date
 Developed Monitoring and Evaluation ( M&E) frameworks and implemented surveys to track
program performance.
 Utilised MS Excel and Power BI to analyze data and provide improvement recommendations.
 Organized and facilitated quiz and spelling bee competitions, developing content aligned with
educational standards.
 Supervised six-member registration team at major programs, coordinating high-volume
participant flow to ensure a smooth and organized experience.

LEADERSHIP EXPERIENCE
Senate Member - University of Calabar, Student Union Government Parliament.
Calabar, Nigeria | 2013-2014
 Collaborated with diverse teams to promote students’ welfare through policy development.

EDUCATION/ TRAINING
 M.Sc. Agricultural Economics, University of Ibadan, Nigeria – Completed May 2023
 B.Sc. Agricultural Economics & Extension, Universiy of Calabar, Nigeria - Completed
December 2015
 Jobberman Soft Skills Training , Jobberman Nigeria – Completed 2019
SKILLS AND COMPETENCIES
 Technical Skills: Microsoft Office, Power BI, Stata, Excel, Zoho, OTRS
 Soft Skills: Empathy, Excellent Communication, Critical Thinking, Problem Solving, Conflict
Resolution.
INTERESTS
 Learning and Skill Development

REFERENCES
Available upon request.