Prisca E.
✨ Newly AddedCustomer Service Representative, Data Entry specialist, Administrative Assistant and Operations
Notable Highlight
Customer service and administrative support professional with experience managing CRM systems, customer databases, and multi-channel support operations in fast-paced environments. Proficient in Zendesk, HubSpot CRM, Google Workspace, and Slack.
Experience Summary
Customer Service and Administrative Support professional who managed high-volume client databases, CRM systems, and multi-channel customer communication across product and service-based businesses. Proficient in handling customer inquiries, resolving complaints, managing ticketing workflows, and maintaining accurate records using Zendesk, HubSpot CRM, Google Workspace, and Slack. Experienced in inbox management, data entry, scheduling, and supporting operational processes in fast-paced environments. Supported over 6,000 clients while improving response times, reducing escalations, and enhancing service efficiency through structured follow-ups and process documentation. Additional experience in sales support, client engagement, and administrative coordination, with a focus on accuracy, responsiveness, and customer satisfaction in remote and on-site roles.
Key Achievements
Managed and maintained a CRM database of over 6,000 active customers with 98% data accuracy, ensuring reliable records and consistent communication tracking. Reduced customer response and resolution time from 48 hours to under 24 hours by improving ticket handling workflows and follow-up processes. Lowered escalation rates by 40% through proactive issue resolution and structured customer support practices. Improved customer retention and repeat engagement by 25% through timely service reminders and accurate client history tracking. Protected revenue by identifying and escalating billing discrepancies that prevented significant potential financial losses. Trained and onboarded new staff on customer service processes and CRM systems, improving team efficiency and reducing onboarding time.
Skills
Work Experience
Customer Service & Database Administrator
HA · 2021 – 2026
- Managed a Zendesk-style CRM database of 6,000+ active clients, maintaining 98% data accuracy across service records and communication logs.
- Resolved an average of 30+ customer inquiries per day via phone and in-person, reducing escalation rate by 40% through proactive follow-up and root-cause documentation.
- Processed client service requests end-to-end using internal ticketing workflows, cutting average resolution time from 48 hours to under 24 hours.
- Tracked and updated vehicle service histories for 200+ monthly clients in a structured CRM pipeline, enabling timely maintenance reminders that improved repeat-visit rate by 25%.
- Trained 3 new front-desk staff on customer handling scripts and database entry protocols, reducing onboarding time by 1 week.
- Identified and escalated a recurring billing discrepancy pattern affecting 15% of accounts, preventing an estimated ₦500,000+ in revenue leakage over two quarters.
Direct Sales & Customer Engagement Agent
EFB · 2019 – 2021
- Converted 60% of cold contacts into active buyers within the first month using structured follow-up scripts and objection-handling frameworks via phone and in-person outreach.
- Managed a personal client portfolio of 80+ retail accounts, sending weekly product updates via SMS and WhatsApp—increasing reorder frequency by 30%.
- Documented all prospect interactions and purchase cycles in a manual tracking sheet, giving supervisors full pipeline visibility with zero data gaps.
Finance & Administrative Intern
MB( · 2016
- Processed and reconciled 50+ daily financial transactions in Microsoft Excel, maintaining zero-error records across a 3-month reporting period.
- Handled inbound client queries at the counter, resolving 90% of balance and transaction inquiries without escalation to senior officers.
- Organized and archived 200+ client loan files using a structured alphabetical and date-based filing system, reducing document retrieval time by 50%.