Em Jay

Dedicated Customer Service Representative with 3+ years of experience handling high-volume customer interactions across phone, email, and live chat channels. Consistently resolved 50–100 tickets daily while maintaining a 90%+

first-contact resolution rate and a 95% customer satisfaction (CSAT) score. Skilled in conflict de-escalation, CRM documentation, and remote team coordination. Reduced customer escalations by up to 30% and contributed to a

15% drop in churn rate through proactive, empathy-driven service delivery. Committed to delivering measurable results and exceptional customer experiences in fast-paced, remote environments.

Customer Service Representative | Globus Supermarket Limited, Lagos State

October 2023 – January 2026

• Handled 60–100 customer inquiries daily via in-person and digital channels, achieving a 90%+ first-contact resolution rate.
• Reduced customer complaints by 25% by identifying recurring issues and escalating systemic problems to management.
• Processed 50+ sales transactions daily with 99% accuracy, ensuring full compliance with company policies.
• Maintained detailed records of 100+ daily customer interactions, improving data accuracy by 20%.
• Achieved consistent positive customer feedback, contributing to a 15% improvement in store satisfaction metrics.

Customer Service Operator | Remote | Choice Communication, Anambra State

August 2022 – July 2023

• Managed 40–70 remote inquiries per day with a 95% accuracy and satisfaction rate across digital channels.
• Reduced escalation rate by 30% through active listening, empathy, and first-contact resolution techniques.
• Maintained records of 500+ monthly customer interactions using Microsoft Office and CRM systems, enhancing follow-up efficiency by 25%.
• Coordinated with internal teams to resolve complex issues within 24 hours, cutting average resolution time by

15%.

BSc