Summary
Customer service representative with 4 years supporting customers by phone, chat and email in telecoms and e-commerce. I resolve problems on the first contact whenever possible and keep customers coming back.
Experience
Senior Customer Service Representative—Connecta Telecom · Abuja · 2023 – Present
- Handle 60–70 calls and chats a day with a 94% customer satisfaction score, against a team average of 87%.
- Resolve 82% of issues on first contact by learning billing and network troubleshooting in depth.
- Wrote 25 help-centre articles that reduced repeat questions about data bundles.
- Train new joiners on the ticketing system and call standards.
Customer Support Agent—ShopEasy Online · Abuja · 2021 – 2023
- Answered orders, returns and payment queries across email, chat and WhatsApp.
- Cut average email response time from 9 hours to 3 by introducing saved replies and tags.
- Recognised as agent of the month 3 times.
Education
B.A. English—University of Abuja · 2020
Skills
Support: Phone, chat and email support, Complaint resolution, De-escalation, Billing queries
Tools: Zendesk, Freshdesk, Salesforce Service Cloud, WhatsApp Business
Languages: English (fluent), Hausa (native)