Mercy Omini

Experience

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  TotalEnergies

  Jan 2016 - Dec 2016

  Back Office Support

  • Assisted in the production of 1000 B2B total cards• Managed daily reports and documentation of clients' payments.• Resolved card-related issues and terminals from Total Stations.• Managed calls from clients and stations.• Executed configuration and dispatch of terminals to stations

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  Nigeria Customs Service

  Sept 2019 - May 2020

  Office Assistant

  • Assisted in planning news conferences.• Managed the typing, proofreading, and printing of news letters and news releases.• Managed the monitoring of news regarding NCS in newspapers.• Maintained proper documentation of daily news excerpts on NCS from newspapers.• Dispatched news publications and periodical magazines to various departments.• Assisted in the video coverage of rice production in Mills in Northern states with the NCS media team.

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  PalmPay

  Sept 2021 - Oct 2022

  Customer Service Representative

  • Excelled in addressing 150+ daily customer inquiries via multiple channels (chat, email, phone), consistently achieving 90%+ CSAT scores.• Rapidly acquired extensive product knowledge to provide accurate and timely resolutions to complex customer issues.• Identified and escalated critical concerns, collaborating with cross-functional teams to drive continuous service improvements.• Consistently exceeded monthly KPI targets, recognized for exceptional performance and commitment to customer satisfaction.• Maintained accurate and detailed records of customer interactions, inquiries, and resolutions in the company's CRM system. Show less

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  Tappi

  Nov 2022 - now

  Key Account & Customer Success Associate

  • Oversee the entire customer lifecycle, ensuring seamless onboarding, adoption, and retention of key accounts (50+ merchants).• Leverage deep product knowledge to provide strategic guidance, enabling customers to maximize value realization.• Analyze customer data, identify pain points, and implement targeted strategies to improve satisfaction and retention rates by 18%.• Collaborate with cross-functional teams (Marketing, Engineering, Operations) to drive continuous product enhancements and deliver tailored solutions.• Mentor and coach a team of 3 Customer Success Associates, providing ongoing training and professional development opportunities.• Develop and implement robust customer success processes, playbooks, and best practices to scale operations efficiently. Show less

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  MAKA

  Jun 2023 - Jan 2024

  Customer Experience & Operation Specialist

  • Led customer experience initiatives, streamlining operations and driving process improvements across the organization.• Managed overseeing daily operations, customer inquiries, returns, refunds, and vendor onboarding.• Conducted user research calls to gather insights and feedback from customers.• Conducted comprehensive user research and analyzed customer feedback, enabling data-driven product enhancements.• Collaborated with technical teams to identify and resolve critical issues, minimizing customer disruptions.• Optimized delivery logistics, reducing order fulfillment time by 25% and enhancing customer satisfaction.• Approved an average of 50 SKUs daily to streamline product management processes.• Prepared inbound files for new shipments to optimize logistics operations.Implemented robust quality control measures, ensuring consistent adherence to service standards across all touchpoints. Show less