Nana

NANA ESSIEN
Lagos, Nigeria | 09038918093 | [відкрити контакти](див. вище в блоці «контактна інформація»)

Summary
Performance-driven and customer-focused Digital Customer Service & Support Professional with 3+ years of experience
delivering exceptional client experiences in fast-paced industries. Adept at managing inbound calls, resolving
escalations, and strengthening customer relationships through proactive communication and client advocacy. Skilled in
CRM platforms such as Zoho, Salesforce, Zendesk, HubSpot, and Live Chat, with a proven ability to streamline processes
that improve service efficiency, reduce errors, and enhance retention. Recognized for achieving measurable results,
including reducing booking errors by 30%, increasing client satisfaction rates by 95%, and boosting sales through upselling
strategies. Highly adaptable and detail-oriented, with strong collaboration, organizational, and problem-solving skills that
drive operational excellence and business growth.

Skills
Teamwork Process Improvement
Adaptability Inbound Call Handling
Communication Escalation Management
Problem-Solving Data Entry & Documentation
Conflict Resolution Customer Success Reporting
Time Management CRM Systems Zoho Salesforce

Experience
CLIENT SUCCESS OFFICER | 04/2024 - 06/2025
Glutality - Lagos , Nigeria
Managed 50+ daily customer interactions using CRM tools, achieving a 95% client satisfaction rate.
Streamlined call center operations, reducing wait times by 15% and improving service efficiency.
Boosted sales by 10% through timely product delivery, upselling strategies, and performance tracking.
Handled escalations and collaborated with internal teams, ensuring 90% client retention.

CUSTOMER EXPERIENCE OFFICER | 09/2022 - 01/2024
Veekee James - Lagos , Nigeria
Assisted clients with bookings for serviced apartments, achieving a 98% accuracy rate.
Reduced booking errors by 30% through improved documentation and follow-up processes.
Handled data entry and records management with 100% accuracy, ensuring compliance.
Partnered with internal teams to resolve issues, enhancing repeat bookings and client loyalty.

CUSTOMER SUCCESS OFFICER | 11/2021 - 08/2022
The 99 Apartments - Lagos , Nigeria
Supported 40+ weekly bookings for Airbnb and serviced apartments with end-to-end assistance.
Improved booking process efficiency, reducing client complaints by 25%.
Maintained accurate customer and property records, ensuring smooth coordination.
Delivered personalized support, increasing client referrals by 15%.
Education and Training
University of Uyo - Uyo State, Nigeria | Bachelor of Science
Clinical Microbiology , 09/2015 - 03/2019

Certifications
Certified Customer Success Professional (CCSP) – SuccessCOACHING