Summary
Overview
Work History
Education
Skills
Accomplishments
Membership
Personal Information
References
Timeline
Generic

Iveren Ehima

Surrey

Summary

Results-driven professional with experience in sales, customer service, and administrative management, now transitioning into digital marketing. Skilled in developing and executing effective marketing strategies that drive business growth, enhance customer engagement, and improve brand visibility. Adept at leveraging data-driven insights to optimize campaigns, increase customer satisfaction, and build long-lasting relationships. Proficient in content creation, client relationship management, and cross-functional collaboration, and committed to delivering impactful marketing campaigns and contributing to business success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Leaders Educational Services and Tours Ltd
07.2019 - 07.2024
  • Strategize with the sales team to prospect and qualify potential clients within specific geographic territories, leading to 20+ new client acquisitions
  • Execute targeted campaigns and implement strategic plans, generating 10+ new business opportunities, and increasing company revenue by 25%
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Generate new business through effective marketing initiatives and provided knowledgeable and friendly customer support throughout the purchasing process
  • Build strong relationships with colleagues and customers, ensuring teamwork, cooperation, and long-term client loyalty, enhancing efficiency and increasing customer retention.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Administrative & Recruitment Officer

Sunfol Educational Consultancy Ltd.
07.2016 - 06.2019
  • Maintained over 500 files and records, and managed procurement and inventory of office supplies, leading to a 20% increase in efficiency and a reduction in purchasing costs
  • Handled administrative tasks, including data entry, word processing, phone calls and emails, and report generation, resulting in a 25% improvement in task completion time
  • Scheduled and coordinated meetings and appointments, preparing and distributing agendas and minutes, ensuring 100% compliance with meeting deadlines and follow-up actions
  • Assisted in budgeting and financial tasks, maintaining confidentiality and security of sensitive information, contributing to a 10% improvement in budget accuracy.
  • Conducted thorough pre-employment screenings, including reference checks, background verifications, and skills assessments, ensuring compliance with all legal regulations and company policies.

Customer Service Officer

Philips Consulting
10.2015 - 05.2016
  • Provided primary support to both internal and external customers, addressing and resolving complaints promptly, leading to a 15% improvement in response times
  • Promoted the company's brand and unique offerings through personalized service, resulting in a 30% increase in repeat business and customer retention
  • Delivered exceptional customer service to 30+ customers daily using active listening and communication skills, increasing customer satisfaction ratings and positive feedback.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Assisted call-in customers with questions and orders.
  • Completed data entry to record call notes, suggestions and questions.
  • Streamlined communication between customers and internal departments for timely issue resolution.

Human Resource Intern

Dowen College
11.2014 - 10.2015
  • Assisted HR and recruiting teams by efficiently scheduling phone screens and on-site interviews, leading to a 30% reduction in candidate wait times
  • Streamlined office operations by organizing and filing documents, and sorting and delivering mail, resulting in a 20% improvement in administrative efficiency
  • Fostered cross-departmental communication and relationships through collaboration and teamwork, enhancing project completion rates and efficiency.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Answered phone and performed clerical duties to assist human resources department.

Education

Google Digital Marketing & E-Commerce -

Coursera
Lagos Nigeria

Certified Customer Experience Professional (CSIA) -

Customer Service Hub
Lagos Nigeria
08.2022

Bachelor of Science in Banking and Finance -

Bowen University
Iwo, Osun State
07.2014

Skills

  • Problem-solving abilities
  • Customer Service
  • Active Listening
  • Critical Thinking
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Communication Skills
  • Time Management
  • CRM Tools
  • Customer Support
  • Data Entry

Accomplishments

  • Recognition and Awards: Recognized for exceptional performance as “Employee of the Month” for consistently delivering outstanding administrative support.
  • Business Development: Developed impactful PowerPoint presentations that played a key role in successful business development initiatives.
  • Operational Efficiency: Increased efficiency in managing personnel calendars and daily meetings by streamlining office operations and designing a customized Excel template.
  • Business Growth: Boosted study abroad enrollment by 25% within 3 months by implementing effective marketing and recruitment strategies.

Membership

Member - Chartered Institute of Personnel Management of Nigeria (ICAN)

Personal Information

Title: Digital Marketer || Customer Support Officer

References

Available on Request

Timeline

Customer Service Representative

Leaders Educational Services and Tours Ltd
07.2019 - 07.2024

Administrative & Recruitment Officer

Sunfol Educational Consultancy Ltd.
07.2016 - 06.2019

Customer Service Officer

Philips Consulting
10.2015 - 05.2016

Human Resource Intern

Dowen College
11.2014 - 10.2015

Google Digital Marketing & E-Commerce -

Coursera

Certified Customer Experience Professional (CSIA) -

Customer Service Hub

Bachelor of Science in Banking and Finance -

Bowen University

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Iveren Ehima