Susan Nwangoh

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

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.

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)