John Akpan

Customer-focused professional with experience in high-volume customer service, complaint resolution, CRM operations, client communication, sales and operational support. Experienced in handling 90+ customer interactions in a performance-driven environment while working against KPIs covering customer satisfaction, quality and attendance. Additional experience supporting clearing and forwarding operations, cargo inspection, real-time client reporting and delivery coordination.

Adaptable, quick to learn and comfortable working under pressure.

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.

B.Sc. - Business Administration - Redeemer's University