ADEUSI PEACE GRACE

Customer Service and Social Media Specialist

About

Results-driven Customer Service and Social Media Specialist with over 2 years of experience in enhancing customer satisfaction and driving digital engagement. Expertly resolve complex customer issues, achieving up to 95% resolution rates within 24 hours, and leverage CRM tools for optimized interactions. Proven ability to create and manage high-impact social media campaigns, boosting engagement by up to 20% and increasing website traffic by 30% through strategic content and analytics.

Work Experience

Customer Service & Social Media Specialist

TMARV Support

Jul 2024 - Present

Lagos, Lagos State, NG

Currently serving as a Customer Service & Social Media Specialist, optimizing customer support operations and spearheading digital content strategies to enhance brand engagement and achieve high satisfaction rates.

  • Spearheaded creation and management of engaging social media content across platforms (Facebook, Instagram, Twitter, TikTok), boosting engagement by 20%.
  • Delivered responsive customer support via phone, email, and live chat, resolving 90% of issues within 24 hours to maintain high customer satisfaction.
  • Analyzed performance metrics to optimize social media campaigns, increasing conversions by 15% through data-driven strategies.
  • Managed crisis communications effectively, maintaining a positive brand image and mitigating potential reputational damage.

Customer Service Representative & Social Media Manager

RHMS Technology

Sep 2023 - Jul 2024

Lagos, Lagos State, NG

As Customer Service Representative & Social Media Manager, I managed comprehensive customer support and led social media initiatives, significantly improving issue resolution rates and digital presence.

  • Provided exceptional customer support via phone, email, and live chat, achieving a 95% issue resolution rate within 24 hours.
  • Processed orders, returns, and refunds with 100% accuracy, ensuring seamless customer transactions and satisfaction.
  • Grew TikTok followers by 25% within 6 months through strategic content creation, scheduling, and community engagement.
  • Trained 2 new customer service representatives on CRM usage and company policies, enhancing team efficiency and standardizing support protocols.

Customer Support & Digital Marketer

Grace Collection

Oct 2021 - Sep 2023

Remote, N/A, N/A

In this remote role as Customer Support & Digital Marketer, I delivered comprehensive customer support and executed digital marketing initiatives, boosting website traffic and engagement for Grace Collection.

  • Resolved customer inquiries and complaints promptly, achieving a 90% satisfaction rate through effective communication and problem-solving.
  • Developed targeted email campaigns and compelling social media content, increasing website traffic by 30% within 4 months.
  • Created compelling visual and written content, including infographics, videos, and images, ensuring strong brand alignment and consistency.
  • Optimized social media campaigns through in-depth metrics analysis, improving overall engagement by 15%.

Education

Biochemistry

Ekiti State University

Sep 2020 - Jun 2024

Ado-Ekiti, Ekiti State, NG

Certificates

National Youth Service Corps (NYSC)

Nigerian Government

Jun 2025

Chartered Institute of Human Resource Management (CIHRM)

Chartered Institute of Human Resource Management

Jun 2025

Digital Marketing Certification

HubSpot Academy

Dec 2022

Customer Service Relations Certification

Side Hustle

Dec 2022

Languages

English , French , Yoruba

Skills

Customer Support

  • Phone Support
  • Email Support
  • Live Chat Support
  • Customer Relationship Management (CRM)
  • Issue Resolution

Social Media Management

  • Content Creation
  • Campaign Management
  • Performance Analytics
  • Facebook
  • Instagram
  • Twitter
  • TikTok
  • Community Engagement

Digital Marketing

  • Email Campaigns
  • SEO
  • Content Marketing
  • Website Traffic Generation
  • Digital Analytics

Crisis Management

  • Crisis Communications
  • Brand Image Protection
  • Reputation Management

Productivity Tools

  • Microsoft Office Suite
  • Google Workspace

Soft Skills

  • Time Management
  • Organizational Skills
  • Problem-Solving
  • Team Collaboration
  • Communication

Training & Development

  • Employee Training
  • Policy Implementation
  • Onboarding