Shantelle Ezeh

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.

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