Joan Henry

Customer Service Representative with 3+ years excelling in high-volume inbound support across telecom and logistics, delivering 95% first-contact resolution and 90%+ CSAT. Master of de-escalation, CRM ticketing, and turning queries into loyalty. BA in English and Literature equips me to excel in U.S. customer communication.

Customer Success manager - Globacom Telecom

(2024-05 - 2026-04)

• Handled 200+ inbound calls daily for billing, activations, network issues, and complaints, resolving 95% on first contact.
• De-escalated customer concerns and coordinated service fixes, maintaining high loyalty via CRM follow-ups.
• Documented queries and escalations, ensuring 90%+ CSAT through efficient ticketing.

Customer Relation Officer - GUO, logistics

(2023-02 - 2024-01)

• Managed 200+ inbound inquiries daily on bookings, tracking, delays, refunds, and delivery status updates.
• Resolved shipment issues (lost parcels, route changes), coordinating with drivers/warehouses for 95% satisfaction.
• Processed tickets via CRM, handled complaints, and provided real-time updates to boost retention.

Bachelor Of arts - English and Literature - University of Port Harcourt (2017-12 - 2023-01)

Diploma - Customer Relationship Management - Institute of Strategic Management (ISM) (2023-02 - 2024-01)