Asemota Sandra

Customer Service Representative with 3+ years' experience across hospitality, healthcare, and contact centre environments. Skilled in managing high-volume customer interactions across voice, email, chat, and CRM platforms. Proven success in improving customer satisfaction, loyalty, and retention through issue resolution, service recovery, and process optimization. Adept in CRM tools, client engagement, and cross-selling initiatives.

Customer Service Officer at Vixa Pharmaceutical Company (2024-01 – Present)

Customer Service Officer managing healthcare client interactions and account management

• Handled 50+ inbound requests daily from healthcare clients, patients, and distributors across phone, email, and CRM systems, achieving 95% CSAT and 85% FCR.
• Secured and scheduled pharmacy account reviews and service appointments, ensuring timely delivery and compliance.
• Implemented structured account reconciliation processes, reducing errors by 30% and improving customer trust.
• Designed follow-up systems for dispatching account statements and reminders, improving payment compliance by 25%.
• Spearheaded cross-selling initiatives that generated 20% revenue growth from existing clients.
• Maintained accurate records of interactions.

Contact Centre / Customer Service Representative at Zfame Communication Company (2022-01 – 2024-01)

Contact centre representative managing multi-channel customer communications and issue resolution

• Managed inbound and outbound customer conversations seamlessly across multiple channels (voice, email, live chat, social media).
• Authenticated and validated customer details, scheduled technician visits, and updated CRM records.
• Resolved customer issues promptly, ensuring high first-contact resolution rates.
• Delivered concise, professional responses via email and chat aligned with customer expectations.
• Upsold self-service solutions to improve customer experience and reduce resolution time.
• Collaborated with internal departments to escalate and resolve complex issues.

Cashier / Customer Service Representative at Trig Premium Hotel & Suites (2021-01 – 2022-01)

Hospitality cashier and customer service representative managing guest transactions and inquiries

• Handled 100+ guest transactions weekly with 100% accuracy.
• Resolved guest inquiries promptly, achieving over 90% positive feedback.
• Supported check-in/check-out processes for seamless guest experiences.
• Strengthened customer relationships, increasing repeat business and referrals.

B.Sc. in Mass Communication – Nnamdi Azikiwe University