Harrison Gogo

Dedicated and results-driven Customer Service Representative with 5+ years of experience in handling client interactions, resolving inquiries, and providing top-tier customer satisfaction. Skilled in conflict resolution, communication, and problem-solving. Adept at utilizing CRM tools to improve customer engagement and retention. Passionate about delivering excellent service and ensuring a seamless customer experience.

Supervisor, Customer Service Representative - Legend Internet PLC - Abuja, FCT

(2023-05)

• Managed high-volume inbound and outbound calls, ensuring customer satisfaction and retention.
• Resolved 95% of customer inquiries and complaints on the first call using active listening and problem-solving techniques.
• Implemented a new customer feedback strategy, increasing satisfaction ratings by 30%.
• Trained and mentored junior representatives, improving overall team efficiency by 20%.
• Processed orders, returns, and refunds while ensuring seamless transactions.

Call Center Representative - Legend Internet PLC - Abuja, FCT

(2021-09 - 2023-04)

• Managed inbound and outbound calls, maintaining a 90% customer satisfaction rating.
• Resolved technical issues by guiding customers through step-by-step troubleshooting.
• Provided empathetic and professional support, de-escalating customer complaints.
• Maintained detailed call logs and customer interaction records in CRM software.

Customer Support Specialist - Suburban FiberCo Limited - Abuja, FCT

(2020-06 - 2021-08)

• Assisted customers with account issues, billing concerns, and service upgrades.
• Achieved an 85% resolution rate within the first customer interaction.
• Upsold and cross-sold service packages, increasing sales revenue by 25%.
• Handled live chat and email support, reducing response time by 40%.
• Collaborated with the technical team to troubleshoot service-related issues efficiently.

Bachelor's Degree - Petroleum Engineering - Rivers State University (2018)