ADEUSI PEACE GRACE
Customer Service and Social Media Specialist
Lagos, NG.About
Results-driven Customer Service and Social Media Specialist with over 2 years of experience in enhancing customer satisfaction and driving digital engagement. Expertly resolve complex customer issues, achieving up to 95% resolution rates within 24 hours, and leverage CRM tools for optimized interactions. Proven ability to create and manage high-impact social media campaigns, boosting engagement by up to 20% and increasing website traffic by 30% through strategic content and analytics.
Work
TMARV Support
|Customer Service & Social Media Specialist
Lagos, Lagos State, Nigeria
→
Summary
Currently serving as a Customer Service & Social Media Specialist, optimizing customer support operations and spearheading digital content strategies to enhance brand engagement and achieve high satisfaction rates.
Highlights
Spearheaded creation and management of engaging social media content across platforms (Facebook, Instagram, Twitter, TikTok), boosting engagement by 20%.
Delivered responsive customer support via phone, email, and live chat, resolving 90% of issues within 24 hours to maintain high customer satisfaction.
Analyzed performance metrics to optimize social media campaigns, increasing conversions by 15% through data-driven strategies.
Managed crisis communications effectively, maintaining a positive brand image and mitigating potential reputational damage.
RHMS Technology
|Customer Service Representative & Social Media Manager
Lagos, Lagos State, Nigeria
→
Summary
As Customer Service Representative & Social Media Manager, I managed comprehensive customer support and led social media initiatives, significantly improving issue resolution rates and digital presence.
Highlights
Provided exceptional customer support via phone, email, and live chat, achieving a 95% issue resolution rate within 24 hours.
Processed orders, returns, and refunds with 100% accuracy, ensuring seamless customer transactions and satisfaction.
Grew TikTok followers by 25% within 6 months through strategic content creation, scheduling, and community engagement.
Trained 2 new customer service representatives on CRM usage and company policies, enhancing team efficiency and standardizing support protocols.
Grace Collection
|Customer Support & Digital Marketer
Remote, N/A, N/A
→
Summary
In this remote role as Customer Support & Digital Marketer, I delivered comprehensive customer support and executed digital marketing initiatives, boosting website traffic and engagement for Grace Collection.
Highlights
Resolved customer inquiries and complaints promptly, achieving a 90% satisfaction rate through effective communication and problem-solving.
Developed targeted email campaigns and compelling social media content, increasing website traffic by 30% within 4 months.
Created compelling visual and written content, including infographics, videos, and images, ensuring strong brand alignment and consistency.
Optimized social media campaigns through in-depth metrics analysis, improving overall engagement by 15%.
Education
Ekiti State University
→
B.Sc.
Biochemistry
Languages
English
French
Yoruba
Certificates
National Youth Service Corps (NYSC)
Issued By
Nigerian Government
Chartered Institute of Human Resource Management (CIHRM)
Issued By
Chartered Institute of Human Resource Management
Digital Marketing Certification
Issued By
HubSpot Academy
Customer Service Relations Certification
Issued By
Side Hustle
Skills
Customer Support
Phone Support, Email Support, Live Chat Support, Customer Relationship Management (CRM), Issue Resolution.
Social Media Management
Content Creation, Campaign Management, Performance Analytics, Facebook, Instagram, Twitter, TikTok, Community Engagement.
Digital Marketing
Email Campaigns, SEO, Content Marketing, Website Traffic Generation, Digital Analytics.
Crisis Management
Crisis Communications, Brand Image Protection, Reputation Management.
Productivity Tools
Microsoft Office Suite, Google Workspace.
Soft Skills
Time Management, Organizational Skills, Problem-Solving, Team Collaboration, Communication.
Training & Development
Employee Training, Policy Implementation, Onboarding.