Adaugo Obioha

Customer-focused service representative with 4 years of experience providing support through phone, email, and live chat.Skilled in resolving customer inquiries and complaints, communicating clearly and empathetically,documenting customer interactions in CRM systems, and managing high-volume support independently. Proven ability to maintain a 95%+CSAT scor, meet SLA targets, and deliver timely resolution while working effectively in a self-managed remote environment.

Remote Customer Service Representative - PC ONWUMA BANKING PLC - Nigeria

(2018-01 - 2022)

• Resolved an average of 60+ customer inquiries daily via email, live chat, and phone using Zendesk, maintaining a 95%+ customer satisfaction (CSAT) score..
• Achieved a first response time under 10 minutes and a 90% same-day resolution rate by effectively prioritizing tickets and managing muiltiple customer conversations.
• Reduced repeat complaints by 25% by documenting recurring issues in the CRM knowledge base and proactively identifying trends to the operation team.
• Handled escalated and frustrated customer situations using empathetic, solution -focused communication, achieving 80%+ positve outcomes without supervisor intervention
• Maintained 99% attendance and full SLA compliance while working independently in a self- managed remote environment across flexible shifts.
• Followed up customer and transaction related issues,providing accurate information and ensuring timely resolution

HND - Mass Communication - Federal Polytechnic Oko (2025)