Itoro Umoh
ENGLISH STUDIES TEACHER • ONLINE ENGLISH TUTOR • HEAD OF DEPARTMENT
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About
Results-driven Customer Support Representative with over five years of experience delivering remote customer service, managing high-volume inquiries, and supporting business operations through effective communication and CRM administration. Skilled at resolving customer issues, improving response efficiency, and maintaining strong customer relationships in remote work environments.
Experience
Customer Support Representative at Catalyst Marketing Agency (2023 – Present)
- Managed customer inquiries through email, chat, and phone channels while maintaining 95%+ customer satisfaction.
- Improved customer response time by 30%.
- Achieved a 90%+ first-contact resolution rate.
- Maintained 99% accuracy in CRM records.
- Collaborated with cross-functional teams to reduce issue resolution time by 25%.
- Consistently met KPIs remotely.
Education
B.Sc. in Mathematics & Computer Science – Enugu State University of Science and Technology
NCE in Integrated Science & Computer Science – College of Education, Afaha Nsit
Diploma in Electronic Data Processing – University of Lagos Computer Centre
