Grace Thomas

My name is Grace Thomas, I am a highly skilled and motivated Customer Service Specialist, Administrative & Executive Assistant, I bring over 4 years of experience in providing exceptional support and service in fast-paced and dynamic environments. With a strong focus on customer satisfaction and a proven track record of exceeding expectations, I have developed a comprehensive skill set that encompasses both administrative and customer service functions. I possess excellent interpersonal skills and the ability to work collaboratively with diverse teams and individuals.

I am known for my professionalism, integrity, and discretion, maintaining confidentiality in handling sensitive information. I am proficient in utilizing a range of software and tools, including Microsoft Office Suite, CRM systems, and project management platforms. I am always eager to learn and adapt to new technologies and systems to enhance efficiency and productivity.

Customer Support Manager

Miebaga Hotels

December 2021 - May 2023

Develop and implement customer relations strategies to enhance customer satisfaction and loyalty.

• Serve as the main point of contact for key customers, addressing their inquiries, concerns, and requests in a timely and professional manner.
• Build and maintain strong relationships with customers, understanding their needs and expectations to provide personalized solutions.
• Monitor customer feedback and analyse data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure seamless communication and coordination in resolving customer issues.
• Conduct regular customer satisfaction surveys and develop action plans based on the results to improve overall customer experience.
• Lead customer retention initiatives, implementing strategies to minimize customer churn and maximize customer lifetime value.
• Proactively identify opportunities to upsell or cross-sell products and services to existing customers.
• Provide ongoing training and support to customer service representatives, equipping them with the necessary skills and knowledge to deliver exceptional customer service. 

University Of Port Harcourt

Plant Science and Biotechnology (BSc)