Gift Amadi

A Sales analyst/customer experience representative with years of expertise in market research, managing customer databases, reporting on customer performance, interpreting & presenting data results, and maintaining great customer relationships by providing customer satisfaction. Seeking to leverage acquired skills and expertise for a suitable role within a market-leading organization, with a desire to contribute to the achievement of corporate goals as a major team player.

Business development Executive - Migo - USA

(2022-03)

• Conducting comprehensive sales market research to identify potential clients.
• Develop and maintain client relationships.
• Drive the end-to-end sales process.
• Review and submit sales contracts.
• Develop and manage strategic partnerships to grow business.
• Track, identify and add qualified prospects to the sales pipeline.
• Providing clear and concise analysis and reports on partnership performance.
• Managing the organization's partnership sales database, ensuring accurate and up-to-date information.
• Close collaboration with the Marketing and Product teams to facilitate seamless partner on-boarding.

Customer Experience Supervisor - Migo - USA

(2021-03 - 2022-03)

• Monitored inbound/outbound calls and social media interactions to ensure operational efficiency and maintain service quality.
• Provided comprehensive training to new and existing support team members on products and services, enhancing their knowledge and performance.
• Conducted rigorous quality assurance analysis of resolved and closed tickets, delivering immediate feedback to enhance customer satisfaction.
• Performed performance evaluations of the support team, identifying areas for improvement and implementing targeted training and development programs.
• Efficiently inputted and computed daily work activity on the CET monthly report sheet, ensuring accurate and timely reporting.

Customer Experience Representative - Migo - USA

(2019-10 - 2021-03)

• Successfully responded to and resolved over 500 email inquiries, requests, and complaints weekly, ensuring prompt and satisfactory customer experiences.
• Engaged with over 50 users weekly through Migo's social media channels, addressing their queries and concerns professionally and promptly.
• Provided second-level support to the support team, managing sensitive inquiries and complaints with empathy and efficiency.
• Identified system loopholes that hindered successful transactions and customer retention, offering valuable recommendations for process improvement.
• Handled a daily average of 70 inbound calls, delivering exceptional customer experiences and resolving issues effectively.

Customer Support Representative - Fish Logistics Limited - Nigeria

(2018-04 - 2019-10)

• Provided top-tier in-person customer service to customers.
• Assisted in tracking and following up on customers' shipping requests on time.
• Contributed to a 40% overall increase in customer satisfaction ratio and a < 5% abandonment figure for the inbound team.
• Provided customers with the required support across various channels of interaction (phone, text messages, and live chat).

Class Teacher (NYSC) - NYSC Community Grammer School, Ikot Etinan Akwa-Ibom - Nigeria

(2017-01 - 2017-12)

• Created educational learning plans and sourced teaching aids to facilitate the effective delivery of lessons.
• Promoted interactive learning by providing individualized instruction to students.
• Assessed and recorded students' progress.
• Engaged and advised students on personality and career development.

Bachelor of Science (BSc.) - Ebonyi State University (2011 - 2015)