Maryc E.

Key Skills

Freelancer Overview

MARY C. NWEOKWU EJIMBE Retention-Focused. Operationally Agile. Loyalty-Driven. Lagos, Nigeria · 07069344848 · [email protected] · Open to Remote, Hybrid and On-site. 2.5 YRS EXPERIENCE │ 91% CSAT │ 90%+ COMPLAINT RECOVERY │ 3× RETURNING CUSTOMERS PROFESSIONAL SUMMARY I’m a Customer experience professional with 2.5 years of multi-channel service delivery across voice, WhatsApp, social media, and CRM systems. Known for transforming difficult customer interactions into loyalty wins over 90% of escalated complaints resolved to satisfaction, contributing to a tripling of returning customer rates. I bring a rare combination of frontline empathy and operational instinct: able to de-escalate heated conversations, maintain composure under pressure, and build the kind of customer rapport that earns referrals, tips, and verbal praise directly to management. Beyond executing a job description, I consistently identify gaps, initiate solutions, and take ownership of outcomes that sit outside my formal remit from stepping in as acting Inventory Manager to championing menstrual health education in a secondary school. A natural team lead, systems thinker, and self-starter who brings both commercial awareness and genuine care to every environment I work in. Currently targeting Customer Service Team Lead and CRM-focused roles where operational instinct, retention strategy, and genuine customer care create measurable business impact. KEY ACHIEVEMENTS • Maintained a 91% customer satisfactio