MERCY JAMES
Customer Service & Support Specialist
Lagos, NG.About
Results-driven Customer Service & Support Specialist with over 5 years of experience across diverse sectors including retail, fintech, and FMCG, consistently delivering exceptional customer experiences and driving repeat business. Proven ability to efficiently resolve high-volume inquiries and complaints across multiple channels, leveraging proficiency in digital tools, cash handling, and inventory management. Adept at building customer trust and enhancing brand reputation through professional, empathetic service.
Work
Oria Venture Frozen Food Nigeria Limited
|Customer Service Representative / Cashier
Lagos, Lagos, Nigeria
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Summary
Led customer interactions and financial transactions for a frozen food distributor, ensuring operational efficiency and customer satisfaction.
Highlights
Delivered prompt, courteous service to 100+ daily customers, accurately processing orders and inquiries for frozen food products.
Managed all cashier operations, including cash handling and POS transactions, achieving 100% accuracy in daily sales reconciliation.
Resolved customer complaints and escalations professionally, contributing to high satisfaction and fostering repeat patronage.
Leveraged in-depth product knowledge to upsell and cross-sell items, increasing average transaction value by an estimated 15%.
Supported comprehensive inventory checks and stock updates, ensuring optimal product availability and organized shelving.
Bishop Phillips Academy
|Subject Teacher (NYSC)
Ibadan, Oyo State, Nigeria
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Summary
Delivered engaging Christian Religious Knowledge lessons, managed student assessments, and fostered positive relationships within the academic community during national service.
Highlights
Delivered engaging Christian Religious Knowledge (CRK) lessons to SS1 students, leveraging strong communication to enhance comprehension and participation.
Developed comprehensive lesson notes, administered effective assessments, and maintained meticulous student academic records.
Fostered positive and collaborative relationships with students and parents, promoting a supportive and inclusive learning environment.
Somemoni Loan
|Sales & Customer Service Agent
Lagos, Lagos, Nigeria
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Summary
Served as the primary contact for customers, managing inquiries, onboarding new users, and driving loan product sign-ups for a fintech platform.
Highlights
Managed high-volume customer inquiries and complaints as the primary contact across call and messaging platforms, ensuring timely resolution.
Successfully onboarded new customers by guiding them through the Somemoni loan app on both iPhone and Android devices.
Executed targeted outbound cold calls, effectively explaining loan products and consistently driving new customer sign-ups.
Achieved and maintained a high customer satisfaction rate by empathetically resolving issues and expertly escalating complex cases.
Ededeawan Business World (EB World)
|Sales Assistant
Lagos, Lagos, Nigeria
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Summary
Provided comprehensive customer service for interior décor and household equipment, managing inquiries, product demonstrations, and inventory.
Highlights
Delivered exceptional in-store and online customer service for interior décor, solar batteries, and household equipment products.
Managed customer inquiries, conducted product demonstrations, and performed after-sale follow-ups, ensuring high customer satisfaction.
Efficiently managed inventory, conducted accurate stock-taking, and prepared daily sales reports for management.
Self-Employed
|POS Manager (Personal Business)
Lagos, Lagos, Nigeria
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Summary
Operated a personal business providing POS banking services, managing cash, transfers, and electronic payments with high accuracy and building a loyal customer base.
Highlights
Led operations for a personal POS banking business, accurately processing cash, transfers, and electronic payments for customers.
Implemented rigorous record-keeping and daily account balancing procedures, ensuring 100% financial accuracy.
Cultivated a loyal customer base through consistent provision of reliable and friendly financial services.
Fabrovi Ideal Ventures
|Shopkeeper / Customer Attendant
Lagos, Lagos, Nigeria
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Summary
Managed daily shop operations, addressing customer needs, processing payments, and maintaining organized inventory for a retail venture.
Highlights
Addressed diverse customer needs, resolved product inquiries, and accurately processed payments including cash and transfers.
Generated daily stock reports for management and meticulously maintained an organized inventory system.
Education
Obafemi Awolowo University, Ile-Ife (Adeyemi Chapter)
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Bachelor of Education (B.Ed)
Religious Studies
Ayedere Ajibola Senior High School, Ketu Lagos
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Senior Secondary School Certificate (SSCE)
General Studies
Languages
English
Certificates
National Youth Service Corps (NYSC) - Certificate of National Service
Issued By
National Youth Service Corps
Skills
Customer Service & Relations
Customer Relationship Management (CRM), Complaint Handling & Conflict Resolution, Upselling & Cross-selling, Inbound & Outbound Call Handling, Live Chat & Messaging Support, Product Knowledge & Demonstration, Empathy & Active Listening, Customer Onboarding.
Financial & Inventory Management
Cash Handling & POS Operations, Inventory & Stock Management, Daily Sales Reconciliation, Transaction Record Keeping, Electronic Payments.
Digital Literacy & Tools
Microsoft Word & Excel, Digital Literacy (Smartphones & Apps), Somemoni Loan App.
Professional & Soft Skills
Time Management & Multitasking, Communication, Interpersonal Skills, Problem-Solving, Report Generation, Stakeholder Management, Training & Development.
References
Mrs. Obasunloye
CEO & Founder, Fabrovi Ideal Ventures | 08077701608
Mr. Edwin
CEO, EB World Interior Decor | 07030070996
Mr. Shiddo
Team Lead, Somemoni | 08030531762