Shantelle Ezeh

Reliable and resilient call centre professional with proven experience in high-volume, KPI-driven phone support. Handled 60+ inbound calls daily with a 95% first call resolution rate and 98% customer satisfaction score, consistently meeting quality, productivity and attendance standards. Proactively executed outbound engagement calls that reactivated 30% of dormant accounts, demonstrating strong problem-solving, ownership and the ability to handle challenging conversations with empathy and professionalism.

Seeking a role where end-to-end resolution, accurate record-keeping and a solution-focused mindset can contribute to a high performance team.

Customer Care Agent - 123.ie Ltd. - Dundrum, Co. Dublin

(2023-12 - 2024-05)

• Handled 60+ inbound customer calls daily over a 6-month period in a fast-paced, KPI-driven call centre environment, achieving a 95% first contact resolution rate by taking full ownership of issues from start to finish and escalating only when necessary.
• Proactively made 150+ outbound check-in and follow-up calls per week, successfully re-engaging 30% of dormant accounts and contributing to a 5% uplift in retained revenue.
• Accurately logged and updated customer records in real-time using CRM systems, ensuring 100% compliance with data retention policies and enabling seamless handoffs between teams.
• De-escalated difficult and emotional customer conversations with empathy and patience, maintaining a 98% satisfaction rating and zero formal complaints over a 6-month period.
• Identified and resolved issues across orders, account access and basic troubleshooting.
• Consistently met or exceeded quality, productivity and attendance KPIs including average handling time, call quality scores and schedule adherence.

Retail Assistant - Penneys - Dundrum, Co. Dublin

(2023-05 - 2023-10)

• Processed 200+ customer transactions daily with 100% accuracy by maintaining a systematic double-check routine including verbally confirming totals with each customer before payments and reconciling cash against digital receipts at the end of each shift.
• Drove a 90% upsell rate on accessory items using a consultative question approach involving actively listening to customers' needs and making tailored recommendations.
• Reduced restocking time by 15% for the wider team by reorganising high-traffic inventory zones in order of frequency of use.
• De-escalated 5-10 customer complaints per week over a 5-month period including refund disputes and stock shortages using the AAA framework (Acknowledge, Apologise, Action) by highlighting the customer concern, apologising and offering a clear resolution to the issues raised.

TEFL Certification - Teaching English as a Foreign Language - TeacherRecord (2026-04)

Digital Marketing - Digital Marketing - HubSpot Academy (2026-01)