Susan Nwangoh
Customer-focused contact centre professional
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About
Customer-focused contact centre professional with years of experience handling high-volume inbound and outband calls in target-driven environments. Proven ability to resolve customer queries accurately, de-escalate complaints, and maintain 100% GDPR compliance while meeting Key Performance Indicators for first call resolution and customer satisfaction. Fast learner with excellent verbal and written communication
Experience
Customer Service Representative - Yankee Candle - Manchester
(2025-01)
- Processed transactions and resolved post-purchase queries, maintaining over 95% customer satisfaction.
- Engaged directly with customers throughout sales process to ensure customer satisfaction.
- Provided expert advice and tailored recommendation, handling 20+ customer enquiries per shift.
- Cultivated and nurtured positive business and customer relationships.
Customer Service Advisor - TelePerformance - United kingdom
(2024-01 - 2025-12)
- Handled 80+ inbound and outbound customer calls in a target-driven environment, ensuring effective communication and consistently meeting quality and resolution targets.
- Provided accurate information and resolved customer queries efficiently while adhering to company procedures and GDPR regulation.
- Maintained detailed record of customer interaction, contributing to effective KPI management and first-call resolution.
- De-escalated complaints by using active listening and empathy, leading to improved customer satisfaction.
Associate - Amazon - Aylesford, United Kingdom
(2023-01 - 2024-12)
- Maintained accurate record of 200+ items daily, verifying quantities, labels and destination.
- Utilized sorting machinery, conveyor belts and scanners to ensure 99% accuracy in sorting and dispatch
- Identified and escalated discrepancies to minimize customer-facing errors.
- Verified items for accuracy, ensuring correct labels and codes were applied.
Education
Level 2 Certificate - Team Leading - Back to work (2026)
Level 1 Award - Contact Centre Operation - Back to work (2026)
Level 1 Award - Cybersecurity - Back to work (2026)
M.Sc - Canterbury Christ Church University (2024)
