Covenant Emeka

Customer support specialist with over 3+ years of experience, with experience handling 50+ customer inquiries daily across phone, email, and live chat while maintaining a 95%+ customer satisfaction rate. Skilled in resolving complaints efficiently, reducing response times, and using CRM tools to document and track customer interactions. Known for strong communication, empathy, and problem-solving skills, with a proven ability to achieve a 90%+ first-contact resolution rate.

Customer Support specialist at Cleon health care (2025-04 – 2026-08)

• Resolved customer complaints and escalated complex cases to the appropriate departments while ensuring consistent follow-up. Achieved a 90%+ first-contact resolution rate and reduced repeat customer contacts by 20%.
• Used CRM and ticketing systems to document customer interactions, track cases, and monitor unresolved issues. Improved case tracking accuracy by 30% and helped reduce average response time by 25%.
• Monitored customer satisfaction feedback and identified service gaps requiring immediate attention. Contributed to maintaining a 90%+ CSAT score.

Customer service representative at Grey media communication (2023-08 – 2025-03)

• Identified recurring customer concerns and collaborated with internal teams to improve support processes and service delivery. Contributed to a 15% reduction in recurring complaints and improved overall customer experience.
• Maintained compliance with service-level agreements (SLAs) by prioritizing urgent requests and managing multiple support tickets efficiently. Consistently achieved 95%+ SLA compliance and met key quality and productivity targets.
• Handled difficult customer interactions professionally, using empathy and conflict-resolution techniques to de-escalate complaints. Successfully resolved 85%+ of escalated complaints without further management intervention.
• Developed customer-focused responses and communication templates for frequently asked questions. Improved team response efficiency by 25% and ensured more consistent communication.

– Federal polytechnic