Promise

Promise MADUKA
Abuja, Nigeria | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

SUMMARY

Dedicated and personable Customer Care Professional with over 3 years of combined experience in remote call
center operations, executive support, and retail customer service. Proven ability to deliver empathetic, efficient,
and personalized customer experiences across diverse settings. Skilled in managing customer interactions via
phone, email, and in-person channels, with a strong grasp of CRM systems, client scheduling, and service
excellence. Adept at building rapport, resolving issues with professionalism, and maintaining confidentiality. Holds
a bachelor’s degree in mass communication, bringing strong interpersonal and communication skills that enhance
client engagement and satisfaction.

PROFESSIONAL EXPERIENCE

Call Center Representative (Remote)
MMC Call Center, Lagos – Nigeria | August 2022 – August 2023
Key Responsibilities:
 Conducted timely outbound calls to clients on birthdays, anniversaries, and other special occasions to foster
positive relationships and client loyalty.
 Delivered personalized messages in a warm and professional tone, ensuring each interaction left a memorable
impression.
 Maintained an up-to-date client call schedule and accurately logged interactions in the company’s CRM system.
 Collaborated with team members to ensure all calls were made within designated timeframes and according to
client preferences.
 Provided basic customer support or redirection when recipients had inquiries or needed further assistance.
 Ensured high levels of courtesy, empathy, and confidentiality in all communications.

Personal Assistant,
Revictr, Lagos – Nigeria | February 2022 – July 2022
Key Responsibilities:
 Managed executive calendars, scheduled meetings, and coordinated appointments to optimize productivity.
 Handled confidential correspondence, emails, and calls on behalf of the executive with discretion and efficiency.
 Prepared reports, presentations, and meeting documents to support high-level decision-making.
 Acted as the primary liaison between the executive and internal/external stakeholders.
 Oversaw daily office operations, ensuring timely follow-up on tasks, deadlines, and deliverables.
 Provided personal support with errands, event planning, and logistics as needed.

Customer Representative,
Divine Wine Vintage, Owerri - Nigeria | August 2017 – December 2018
Key Responsibilities:
 Provided exceptional customer service by assisting clients with product inquiries, purchases, and after-sales
support.
 Educated customers on product features, promotions, and wine pairings to enhance their purchasing experience.
 Handled customer complaints and concerns with professionalism, resolving issues promptly to ensure satisfaction
and retention.
 Processed sales transactions accurately using point-of-sale (POS) systems and maintained daily cash register
reports.
 Maintained a clean, welcoming store environment to reflect the brand’s premium image.
 Collaborated with team members to meet sales targets and improve overall service delivery.

EDUCATION

Bachelor of Science – Mass Communication | Imo State University, Owerri - Nigeria
Award Date: September 2020

COMPETENCIES & SKILLS

 Excellent Communication Skills
 Customer Relationship Management (CRM)
 Empathy and Active Listening
 Remote Call Handling
 Time Management and Scheduling
 Problem-Solving and Conflict Resolution
 Attention to Detail
 Technical Proficiency
TRAINING AND CERTIFICATIONS

 Content Writing | Primora Foundation | 2025
 Content Creation Strategy | LinkedIn Learning | 2023

MENTORSHIP/VOLUNTARY EXPERIENCE

Lego Tutor,
Probot Technology | January 2021 - December 2021
Key Responsibilities:
 Taught children how to build creative and functional projects using LEGO, fostering hands-on learning and
imagination.
 Encouraged teamwork, problem-solving, and critical thinking by guiding students through individual and group
projects.

LANGUAGES

English (Native)

REFERENCES

Obinna AWOKE,
Lecturer, School of Computing,
Programmer Coordinator, Information Technology,
Miva Open University – Abuja.
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