Abasiodiong

Ekpoataha

• Handled high-volume inbound customer enquiries remotely for a US-based mortgage company, assisting clients with loan applications, mortgage account information, and refinancing options. • Delivered a 95%+ customer satisfaction rating while handling 60+ daily enquiries. • Resolved complex customer issues related to loan processing, payment discrepancies, application status updates, escrow accounts, and documentation delays. • Guided clients through the mortgage application and onboarding process by explaining loan products clearly over phone and digital channels. • Maintained accurate CRM records across customer interactions, loan applications, enquiries, and support cases, ensuring timely follow-up and complete customer histories.

• Managed 60+ daily customer interactions across live chat, email, phone, and social media, delivering accurate product, order, and payment information. • Drove resolution of complaints involving delayed deliveries, damaged items, and failed transactions, resolving 90%+ within 24 hours. • Delivered consistent CRM accuracy across order details and interaction history, supporting effective team follow-up. • Supported sales growth through product recommendations and retention efforts, contributing to a 15% increase in repeat purchases.

• Researched, wrote, and optimized 40+ blog posts, product descriptions, and email newsletters, increasing organic search traffic by 45% over six months. • Implemented on-page SEO best practices (meta tags, internal linking, keyword placement) that ranked 12 core service pages on the first page of Google.

• Managed multi-channel digital marketing campaigns across Meta Ads, Google Ads, and email automation tools (Mailchimp/HubSpot), generating a 3.2x average ROAS. • Tracked site performance, conversion rates, and user behavior using Google Analytics (GA4) and SEMrush to refine ongoing marketing strategies.

• Designed, built, and maintained responsive business websites using WordPress, HTML5, CSS3, and JavaScript, cutting page load time by 35%. • Developed custom landing pages for product launches and lead-generation campaigns, improving mobile responsiveness and user experience.