Mercy Essien Email & Phone Number

Toronto, On, Canada

• Delivered customer service excellence by understanding needs, providing personalized recommendations, and boosting customer loyalty, resulting in a 15% increase in customer satisfaction.• Managed sales transactions and customer data using POS systems, ensuring 98% accuracy in inventory and operational records, leading to enhanced SLA compliance and smooth operations.• Collaborated with team members to develop effective sales strategies, achieving a 20% increase in sales performance and recognition as the top performer in customer engagement in 2024.• Enhanced customer engagement through targeted marketing strategies, increasing client retention by 30% and driving a 15% rise in repeat customers within six months.• Proactively adapt to new technologies, improve productivity, and enhance customer experience. This contributes to a reduction in transaction time and higher customer satisfaction.• Analyze customer feedback and implement service improvements based on insights, resulting in increased customer satisfaction and boosted repeat business.• Coordinate in-store promotional events and product demonstrations, leading to increased foot traffic and a rise in sales during promotional periods, enhancing overall store performance.

Abuja, Federal Capital Territory, Nigeria

• Delivered tailored client-focused solutions by understanding client needs, improving customer satisfaction by 30%, and leading to a notable rise in deposits.• Built and maintained strong client relationships, driving a 20% increase in revenue growth through effective cross-selling and upselling strategies, significantly boosting product adoption.• Expanded the client base by 25% through strategic business development and client onboarding, contributing to a substantial increase in overall assets under management.• Conducted market research and competitor analysis, which led to the successful introduction of two new product lines and a significant expansion in market share within a year.• Trained clients on CRM tools and digital platforms, significantly enhancing digital banking adoption and notably improving customer loyalty and satisfaction scores.• Developed and implemented a customer engagement program, which improved client retention and generated increased cross-sell opportunities through personalized interactions.

• Strengthened client relationship management by delivering customer service excellence, improving client retention by 20%, and contributing to an increase in overall customer satisfaction.• Leveraged negotiation skills and trust-building to increase customer loyalty, driving a 30% growth in new policy sales and a 25% increase in client renewals.• Managed client onboarding and stakeholder management, improving response times by 40% and enhancing the customer experience, leading to a rise in positive client feedback.• Implemented a new sales strategy through market research and problem-solving, resulting in a 20% improvement in conversion rates and a notable increase in monthly sales.• Enhanced customer retention through personalized communication and tailored solutions, leading to higher customer satisfaction and repeat business.

Abuja, Federal Capital Territory, Nigeria

• Addressed tenant concerns with strong problem-solving and conflict resolution skills, resulting in a 30% improvement in tenant satisfaction and a 25% reduction in complaints.• Boosted occupancy rates by 25% through effective property presentations and tours, enhancing revenue growth and reducing vacancy periods by 15%.• Managed rental payments with a 98% on-time collection rate, ensuring financial stability for both tenants and property owners and contributing to stronger tenant retention.• Screened tenancy applicants by conducting detailed background checks, credit assessments, and rental history evaluations, ensuring reliable tenants and reducing potential risks for property owners and stakeholders.• Coordinated timely maintenance, ensuring compliance with service level agreements and improving tenant satisfaction through better service delivery.

Abuja, Federal Capital Territory, Nigeria

• Utilized strong communication skills to secure favorable property deals, increasing tenant satisfaction by 15% and improving client outcomes through effective relationship management.• Prepared detailed communications and contracts, improving operational efficiency by 25% and reducing document processing time by 15%, leading to better client relationship management.• Conducted market research and managed client relationships, resulting in increased successful property sales and significantly enhancing customer engagement and long-term relationship building.• Managed leases and contracts through effective negotiations, improving tenant retention and reducing contract errors, which strengthened overall stakeholder management.

Postgraduate Degree, Public Relations/Image Management

B.Sc (Hons), Estate Management

Activities and Societies: Hospitality Unit