John Akpan

Customer Service Specialist - TELEPERFORMANCE NIGERIA - Lagos

(2025-02 - 2026-02)

Handled customer interactions across phone, chat and email channels, with daily volumes reaching 90+ customers while maintaining professionalism and service quality.
Worked within performance-driven KPIs covering customer handling volume, customer satisfaction, quality and attendance.
Maintained customer satisfaction performance within the 70% to 80% range and quality performance frequently within the 80% to 100% range.
Maintained strong attendance performance, achieving approximately 95% to 100% attendance during measured periods.
Resolved customer complaints and service issues using active listening, empathy, product knowledge and problem-solving skills.
Used CRM systems to document customer interactions, track issues and maintain accurate customer records.
Successfully transitioned from a ride-hailing line of business to a food-delivery line of business, adapting to new products, processes and customer needs.
Participated in regular training and demonstrated a strong willingness to learn, adapt and continuously improve performance.

Operations Support - CLEARING & FORWARDING OPERATIONS SUPPORT - Lagos

(2026)

Support clearing operations by assisting with cargo inspection and confirming goods during the delivery and examination process.
Provide clients with real-time updates regarding cargo inspection, movement and delivery status.
Assist in monitoring cargo throughout the operational process to help ensure goods arrive safely at the client's designated location.
Coordinate communication between operational activities and clients, keeping them informed of relevant developments.
Support the smooth movement and delivery of cargo while maintaining attention to client requirements and operational details.

Sales Representative - RADIANT SCENT - Trade Fair, Lagos

(2024-03 - 2024-08)

Assisted customers in identifying products based on their preferences, needs and budgets.
Explained product features and benefits to customers to support purchasing decisions.
Delivered friendly and attentive customer service throughout the sales process.
Processed cash and card transactions accurately.
Received, arranged and monitored inventory.
Supported achievement of sales targets through customer engagement and product knowledge.
Maintained a clean, organized and customer-friendly retail environment.

Data Quality Assurance Assistant - NATIONAL POPULATION COMMISSION (NPC)

(2023 - 2023)

Conducted quality checks and ground-truthing activities to verify data accuracy.
Performed field coverage checks and reported findings to the field coordinator.
Provided basic ICT support to field personnel.
Maintained attention to detail when reviewing and validating information.
Supported field operations and coordination within established project requirements.

Driver Partner - BOLT

(2022-02 - 2022-02)

Provided safe and professional transportation services to passengers.
Maintained positive customer interactions throughout trips.
Used mobile technology and navigation tools to manage journeys efficiently.
Demonstrated punctuality, time management and adaptability in a customer-facing environment.
Maintained awareness of basic vehicle maintenance requirements.

Associate Manager - LADY B'S BAR & RESTAURANT

(2013 - 2016)

Supported daily business operations, sales activities and employee performance.
Monitored inventory and conducted regular stock checks.
Assisted with employee scheduling and task allocation based on operational requirements.
Collected and responded to customer feedback to support service improvements.
Supported staff development by identifying training and performance needs.
Monitored operational performance and assisted management with business decisions.

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