Blessing Edem Bassey
Verified Expert in Support and Operations
Support & Operations Expert
Kano, Nigeria
Toptal member since February 23, 2026
Blessing is a customer support and operations professional with 7+ years of experience delivering high-quality customer experiences across phone, email, and live chat. She has worked with one of Africa’s largest telecom brands, improving customer satisfaction, retention, and revenue. She has exceeded sales targets by 30%, earned multiple awards, and is skilled in CRM, onboarding, and support operations. Blessing is passionate about making customers happy.
Expertise
- Active Listening
- CSAT Follow-up
- Call Agent
- Customer Issue Resolution
- Inbound Calling
- Outbound Prospecting
- Sales
Work Experience
Social Media Content Creator
MG Mobile
- Collaborated with the marketing team to create social media promotional video campaigns for the newest models released into the market.
- Led social media video campaigns that achieved massive visibility and engagement for the brand.
- Created outstanding social media video content that bagged me an award.
Call Center Agent
Living Faith Church Kano
- Improved participation and engagement by 30% through empathetic and professional communication.
- Achieved high contact follow-up of 30-50 calls within 4 hours and maintained high response accuracy.
- Achieved a 30% prospect-to-active member conversion rate through targeted outbound calling, effective needs discovery, and solution-focused engagement.
Sales and Customer Service Representative
Tecno Mobile
- Exceeded sales targets by over 20% consistently through warm calling and follow-ups.
- Increased product adoption by 25% through consistent follow-up and customer education.
- Conducted high-volume outbound calls (100-150 daily) to follow up on interested prospects and warm leads.
- Earned the Smartest Ambassador of the Year award for outstanding brand representation, strong product knowledge, and clear customer education that improved buying decisions and satisfaction.
- Received the Outstanding Staff of the Year award for consistent performance, reliability, and excellent customer service, demonstrating long-term value to the organization.
- Recognized nationwide for creating high-impact video content that boosted product visibility, customer engagement, and brand trust across digital platforms.
- Improved customer retention by 20% through customer advocacy and proactive support.
- Improved customer preference for Tecno through SWOT analysis and product comparison, and proffering solutions that boosted sales over competitors.
- Improved customer preference for Tecno Mobile products by conducting detailed SWOT analyses and competitor product comparisons, then delivering data-driven recommendations that strengthened market positioning and directly increased sales performance.
- Used creative writing skills to deliver compelling product descriptions when posting on social media.
Project History
Creative Video Marketing
https://drive.google.com/file/d/1kZwEFeBDpuQJCAJK968h_tE4kI3BMTCW/view?usp=drivesdkProduced and published a high-impact product demonstration video highlighting the unique features of a newly launched product, leveraging social media platforms for increased visibility, drove engagement, and significantly boosted brand awareness.
A new device was developed with outstanding features. To drive greater visibility for the product, I created and shared an engaging product demo video that clearly highlighted the key features of a new product, increasing social media engagement and boosting overall brand awareness.
Customer Service and Sales Talk with Google
https://drive.google.com/file/d/1rS9TuchwuGv-2VOToRbkXBIoIHvT-GOe/view?usp=drivesdkRepresented my brand at a Google Customer Service and Sales Talk, where I guided teammates on how to effectively onboard customers who purchased Tecno smartphones, ensuring they understood and confidently used key Google features.
Google partnered with Tecno to host a strategic conference to discuss shared goals that align with both companies’ business practices. The session also included a detailed orientation on Google features, equipping both teams with the knowledge needed to better integrate their brands and drive increased customer engagement and patronage.
Live Product Comparison for Sales Excellence
https://drive.google.com/file/d/1K0zWiFUtq8D28MTcIVBVnnV0w4sc0GXm/view?usp=drivesdkLed a live competitive product demonstration that strengthened team confidence by 50% and drove a 38% increase in sales.
Took the initiative to create a product demo video aimed at strengthening the sales team’s confidence and improving their ability to position our product against competitors. The video also supported onboarding by helping team members better understand and use key device features, enabling them to confidently demonstrate the product to customers and drive increased sales.
Education
Higher National Degree in Business Administration and Management
Heritage Polytechnic Eket - Eket, Akwa Ibom, Nigeria
National Diploma in Business Administration
Dorben Polytechnic Abuja - Abuja, Nigeria
Skills
Tools
Zendesk, Trello, Slack
Administrative Operations
Support
Communication
Active Listening, Writing
CRM & Sales Tools
Inbound Support, Zoho CRM, Salesforce
Professional Skills
Data Annotation
Skill Ladders
Onboarding
Security & Privacy
Data Loss Prevention
Collaboration Tools
Zoom
Customer Support
CSAT Follow-up
Marketing Tools
Canva
Productivity Suites
Google Chat, Google Sheets
Research
Social Media Research
Other
Marketing Strategy, Organizational Management, Empathic Communication, Customer Issue Resolution, Sales, Telemarketing, Inbound Calling, Outbound Prospecting, Call Agent, B2B, Cold Calling, Helpdesk, Operations, Social Media Marketing (SMM), Administrative Assistance, Compliance, Payroll & Benefits, Fintech, Lead Generation, Outbound Sales Strategy, Sales & Marketing, Public Speaking, Custom CRM, Marketing, Product Demonstrations, Content Creation, Prompt Engineering, ChatGPT, Claude, Risk Assessment, Inbound Call, Sales Pipeline Management, Finance
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