King Samuel

Customer-focused and solution-driven support professional with over 5 years of experience delivering multichannel customer service across phone, live chat, and email, including structured CRM case management, complaint resolution, and order/account support. Having completed MTN iSON BPO's intensive customer service training and call centre certification, I bring a strong foundation in first-contact resolution, active listening, empathetic communication, and SLA-driven case handling. My background spans both high-volume call centre operations at MTN Nigeria and hybrid multichannel support at Kings Digital Services, where I was twice awarded Best Customer Service Representative for consistently resolving customer issues with professionalism and accuracy.

I am proficient in CRM-based case documentation, data entry, and Microsoft Excel reporting, and I am fully equipped for a remote, rotating-shift role with a dual monitor setup, reliable high-speed internet, and backup power. I am available for immediate hire.

Customer Service Representative - Call Centre Operations at MTN Nigeria (2019-01 – 2020-12)

English / Hausa Agent

• Served as primary contact for high volumes of inbound and outbound customer calls, resolving billing disputes, service issues, and account inquiries with empathy and accuracy.
• Used active listening and effective questioning techniques to identify the root cause of customer issues, aiming for first-contact resolution wherever possible.
• Logged and tracked all customer interactions, case notes, and resolutions in CRM systems, ensuring accurate and complete documentation for every case.
• Escalated complex or unresolved issues to appropriate internal teams with full case context, and followed up with customers to confirm successful resolution.
• Maintained strict adherence to call quality standards, SLA timelines, and compliance protocols across all customer interactions.
• Completed MTN iSON BPO's intensive 'How May I Serve You' customer service certification programme, covering professional communication, complaint handling, and service excellence.

Customer Support Officer - Multichannel Case Management at Kings Digital Services Ltd. (2020-01 – 2026-12)

Hybrid - Phone, Chat & Email

• Managed customer enquiries across phone, live chat, and email, maintaining accurate CRM-style case documentation and ensuring no ticket was left unresolved beyond agreed timelines.
• Prioritized and managed support cases based on urgency and impact, balancing customer satisfaction with operational efficiency.
• Handled client onboarding, order-related enquiries, and post-service follow-up, providing product guidance throughout the customer journey.
• Identified recurring customer concerns and communicated them to the product team, contributing to knowledge base updates and process improvements.
• Performed accurate data entry and customer record updates, maintaining reliable and audit-ready databases.
• Provided alternative solutions when preferred options were unavailable, supporting customer retention through personalized, solution-focused service.
• Recognized for resolution quality, professionalism, and customer satisfaction scores.

Virtual Case Manager - Client Support & Documentation at Society for Family Health (SFH) (2023-01 – 2023-12)

Contract

• Provided empathetic, structured client support in a sensitive service context, applying conflict resolution and rapport-building skills to ensure positive client outcomes.
• Maintained detailed, accurate case records and coordinated referrals across multiple service providers demonstrating strong cross-functional collaboration.
• Advocated for client needs within the service system, identifying and addressing barriers to a smooth service experience.

Professional Diploma in Data Analytics – Baze University, Abuja (2024-01 – 2025-12)

Bachelor of Science (B.Sc.) in Chemistry – Ahmadu Bello University, Zaria (2013-01 – 2018-12)