Confidence Francis

Dedicated Customer Service Representative with over 2 years of experience providing exceptional customer support across digital and in-person channels. Skilled in handling customer inquiries, resolving complaints, managing live chat and email communications, and delivering positive customer experiences. Adept at multitasking in fast-paced environments, maintaining accurate customer records, and collaborating with cross-functional teams to ensure timely issue resolution.

Passionate about building customer loyalty through professionalism, empathy, and effective communication.

Customer Support Assistance | Client Chat Support at CafeOne Limited (2025-09 – Present)

• Responded to customer inquiries via chat, email, and phone while maintaining a high standard of professionalism.
• Assisted customers with account-related issues, service requests, and general inquiries.
• Maintained accurate records of customer interactions and support resolutions.
• Escalated complex issues to relevant teams and followed up to ensure timely resolution.
• Build positive customer relationships through effective communication and active listening.
• Supported daily administrative tasks and documentation to ensure efficient service delivery.

Customer Service Representative at Lendsqr Limited (2024-11 – 2025-05)

• Delivered professional and customer-focused support by assisting clients with inquiries, complaints, and platform-related concerns.
• Resolved customer issues efficiently while maintaining professionalism and ensuring positive customer experiences.
• Processed transactions and escalated urgent matters to appropriate teams to ensure timely resolution.
• Maintained accurate work logs and reports, demonstrating accountability, organization, and attention to detail.

Branch Customer Service Representative at Multichoice Nigeria Limited (2024-02 – 2024-08)

• Maintained strong knowledge of company products, services, promotions, and billing processes to assist customers effectively.
• Resolved customer concerns promptly and efficiently, contributing to improved customer satisfaction and service experience.
• Managed high volumes of daily customer interactions while maintaining professionalism, accuracy, and composure under pressure.
• Supported branch operations by ensuring accurate documentation and timely escalation of unresolved issues when necessary.

Bachelor of Science (B.Sc.) in Chemistry – University of Calabar (2019-02 – 2024-07)