Customer Service & Virtual Support Specialist at Mercatura ICT (2024-01 – Present)
Handled high-volume inbound and outbound customer communications across email, phone, and chat, maintaining professional script adherence and company policy compliance.
- Handled high-volume inbound and outbound customer communications across email, phone, and chat, maintaining professional script adherence and company policy compliance at all times.
- Resolved customer inquiries, complaints, and service issues efficiently — achieving consistent first-contact resolution and contributing to measurable improvements in customer satisfaction scores.
- Documented all customer interactions accurately in HubSpot CRM, updated records in real time, and ensured data integrity across 20+ active client accounts simultaneously.
- Monitored individual performance metrics and met or exceeded team KPIs, including response times, resolution rates, and customer feedback targets.
- Operated fully remotely with minimal supervision, managing workload independently while maintaining high accountability and zero client drop-offs.
- Leveraged AI productivity tools to automate repetitive tasks, increasing team output by 35% and enabling faster, more accurate customer responses.
Customer Service Representative (Freelance) at Remote — Nigeria | Global Clients (2023-01 – 2024-12)
Managed inbound and outbound customer service workflows for 20+ remote clients across multiple time zones.
- Managed inbound and outbound customer service workflows for 20+ remote clients across multiple time zones, achieving a 98% on-time task completion rate.
- Resolved customer inquiries and complaints with accuracy and professionalism, consistently delivering correct information while following client-specific scripts and guidelines.
- Documented customer interactions and updated records in CRM systems, maintaining 100% documentation accuracy across all active accounts.
- Handled all client-facing communications — coordinating follow-ups, sending updates, and escalating complex cases — keeping every engagement on track simultaneously.
- Introduced structured task prioritisation systems that reduced turnaround time by 40% and improved customer response accountability.
Customer Support Assistant at CloudDesk Solutions (SaaS) (2022-05 – 2022-12)
Managed 200+ customer accounts monthly via CRM and ticketing systems, resolving 95% of issues on first contact.
- Managed 200+ customer accounts monthly via CRM and ticketing systems, resolving 95% of issues on first contact and contributing to a 15% increase in customer retention.
- Provided accurate product information and guided customers through onboarding and product walkthroughs, increasing product adoption by 30%.
- Escalated and tracked complex issues with detailed documentation, ensuring 20% faster resolution times and full case closure integrity.
- Consistently followed company scripts, communication guidelines, and support policies, maintaining high service quality standards across all customer touchpoints.
Customer Care Representative at BrightPath Wellness Solutions (2021-08 – 2022-04)
Handled high-volume client communications across phone, email, and chat, achieving a 90% first-contact resolution rate.
- Handled high-volume client communications across phone, email, and chat, achieving a 90% first-contact resolution rate and a 15% increase in customer retention.
- Administered CRM tools to log, track, and update 100+ customer cases monthly with 100% documentation accuracy and full follow-up until case closure.
- Built strong client relationships through proactive, empathetic communication, contributing to a 10% increase in customer loyalty scores.
- Met individual and team performance targets consistently, including satisfaction scores, call handling times, and escalation reduction benchmarks.
Customer Care Representative at CareBridge Support Services (2020-06 – 2021-05)
Handled 150+ customer inquiries daily while achieving a 98% customer satisfaction rate and reducing complaint escalations by 25%.
- Handled 150+ customer inquiries daily while achieving a 98% customer satisfaction rate and reducing complaint escalations by 25%.
- Resolved billing, subscription, and service issues using CRM/ticketing systems with 100% case closure within service timelines across global time zones.
- Provided accurate information to customers, followed communication scripts, and adhered to company policies to ensure consistent, high-quality service delivery.
