Aniefon Eyoumoh
Geelong,VIC
Summary
I am a dynamic customer service professional with over four (4) years of experience and a proven track record of enhancing client retention by 75%, high productivity and efficient task completion. Skilled in conflict resolution and adept at utilizing customer relationship software, I excel in fostering strong client relationship and providing customer satisfaction. As a customer-focused professional, i possess listening, empathy, and patience attributes which are crucial for addressing customer needs effectively and building positive customer relationships.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Premier Medical Services
Akwa Ibom State, Nigeria
02.2024 - 11.2025
- Managed a high volume of phone calls with a minimum of 30 calls daily, maintaining a 90% high customer satisfaction rate.
- Resolved customer complaints to enhance satisfaction and loyalty.
- Responded to incoming calls professionally, directing them to appropriate departments.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys, applying insights to enhance service quality.
- Cultivated strong client relations, leading to increased repeat business and improved customer experience.
- Managed daily supervision including; staffing, training, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards.
- Assisted patients with scheduling appointments and managing inquiries.
- Provided information about medical services and insurance options to clients.
- Utilized electronic health record systems to update patient information efficiently.
- Educated patients on pre-visit instructions and post-visit care procedures.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed comprehensive client insights using analytical tools contributing to a 75% client retention improvement.
Service Manager
Methodist Teaching Hospital
Akwa Ibom State, Nigeria
03.2022 - 01.2024
- Managed daily operations of the service department at Methodist Teaching Hospital, including scheduling payroll, cash handling, and delegating tasks.
- Improved staff morale by 85% by conducting regular team meetings to discuss customer feedback, process improvements, operational objectives, and ensuring organization's information get to the team at the appropriate time.
- Supervised staff to deliver high-quality customer service.
- Coordinated schedules and resources to enhance service efficiency and effectiveness.
- Resolved customer's complaints by facilitating communication between departments and the client to achieve customer satisfaction.
- Implemented training programs for new staff on hospital protocols and procedures.
- Maintained compliance with Organization's policies and regulatory standards in customer support operations.
- Collaborated with medical teams to enhance customer experience across various services.
- Resolved customer complaints promptly, improving overall customer satisfaction.
- Monitored service performance metrics to identify areas for process improvement.
Sales Executive
Valington Homes and Properties Ltd
Abuja, Nigeria
01.2020 - 08.2022
- Converted 78% of product leads into sales, enhancing revenue generation.
- Increased business turnover by 40% per quarter.
- Developed and maintained client relationships to drive sales growth and meet sales target.
- Facilitated over 60% of upselling and cross-selling opportunities, contributing to overall sales growth.
- Developed and executed strategic plans to achieve sales goals through market research and competitive analysis.
- Collaborated with marketing team on promotional materials and campaigns.
- Provided insights about product features to enhance customer understanding.
- Scooping and utilizing relevant information for marketing.
Virtual Customer Service Representative
Nsikool (PTY) Ltd
Durban, KwaZulu-Natal, South Africa
06.2020 - 01.2022
- Delivered exceptional support to customers through chat, email, and phone.
- Provided prompt assistance to customers via chat, email, and phone.
- Resolved customer inquiries and complaints with empathy and efficiency.
- Resolved 95% of customer issues and complaints.
- Answered inquiries comprehensively regarding organization's products and services.
- Tracked orders from initiation to delivery to ensure timely fulfillment.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collaborated with team members to improve service response times.
- Analyzed and made recommendations on customer feedback.
On-Air Radio Personality
Heritage 104.9 FM Radio Station
Eket, Akwa Ibom State , Nigeria
02.2019 - 02.2020
- Hosted two major weekly shows, engaging audiences with dynamic content.
- Engaged listeners through live broadcasts and interactive segments, fostering community connection and listener loyalty.
- Developed entertaining content for daily shows and special events.
- Conducted interviews with local artists and community leaders, providing insights that enriched audience understanding of local culture and issues.
- Present and engage clearly on different topics: education, fashion, entertainment, business, and culture.
- Prepared and reported comprehensive and objective news stories.
- Created promotional and advertisement content for diverse businesses, enhancing their visibility and audience reach.
Education
Post-graduate Diploma (PGD) - Customer Relationship Management
Chartered Institute Of Customer Relationship Management, Lagos
09.2023 - 01.2025
Diploma - Marketing
Chartered Institute Of Innovation Marketing, Lagos, Nigeria.
01.2024 - 01.2025
Higher National Diploma - Mass Communication
Heritage Polytechnic
Eket, Akwa Ibom State, Nigeria 08.2020 - 08.2022
National Diploma - Mass Communication
Heritage Polytechnic
Eket, Akwa Ibom State, Nigeria 09.2017 - 09.2019
Skills
- Excellent verbal and written communication skills
- Conflict resolution skills
- Critical thinking and analytical skills
- Patience and Empathy
- Knowledge of Customer relationship software
- Microsoft office suite
- Email, Live chat, and technical support skills
- Excellent call center operations
- Administrative efficiency
- Negotiation and persuasive skills
- Problem solving skills
- Ability to multi-task effectively and efficiently
- Positive attitude and ability to perform under pressure
- Adaptability and resilience
- Interpersonal relationship skills
- Scheduling coordination
- Detailed documentation
Languages
English
Proficient (C2)
C2
Certification
- Associate, Chartered Institute Of Customer Relationship Management, Nigeria.
- Post-graduate Diploma (PGD), Customer Relationship Management.
- Professional diploma in marketing, chartered Institute Of Innovation Marketing, Nigeria.
References
References available upon request.
Timeline
Customer Service Representative
Premier Medical Services
02.2024 - 11.2025
Diploma - Marketing
Chartered Institute Of Innovation Marketing, Lagos, Nigeria.
01.2024 - 01.2025
Post-graduate Diploma (PGD) - Customer Relationship Management
Chartered Institute Of Customer Relationship Management, Lagos
09.2023 - 01.2025
Service Manager
Methodist Teaching Hospital
03.2022 - 01.2024
Higher National Diploma - Mass Communication
Heritage Polytechnic
08.2020 - 08.2022
Virtual Customer Service Representative
Nsikool (PTY) Ltd
06.2020 - 01.2022
Sales Executive
Valington Homes and Properties Ltd
01.2020 - 08.2022
On-Air Radio Personality
Heritage 104.9 FM Radio Station
02.2019 - 02.2020
National Diploma - Mass Communication
Heritage Polytechnic
09.2017 - 09.2019