Jonathan Ajene

I’m a Customer Support Specialist and Call Centre Agent experienced in managing 70+ customer interactions daily across live chat, phone, and ticket-based support. I specialise in turning customer issues into positive experiences through fast problem-solving, clear communication, and effective service recovery.

From order and delivery issues to payments, refunds, account concerns, complaints, and escalations, I handle each interaction with empathy, accuracy, and professionalism. With a strong focus on First Contact Resolution and customer satisfaction, I don’t just respond to customers; I resolve issues, restore confidence, and leave them satisfied with the support they received.

Customer Service Representative/Call Center Agent at Outsource Global Technology Limited (2026-02 – Present)

• Handle 70+ daily outbound customer interactions across payments, orders, and delivery via chat, phone, and ticketing systems.
• Deliver onboarding and usage support for platform users, including account creation, navigation and verification.
• Maintain 95%+ First Contact Resolution (FCR) through effective troubleshooting and escalation handling.
• Consistently achieve 90%+ CSAT, RSAT, and VSAT scores in customer experience performance through active listening, effective communication, and problem solving.
• Log, track, and resolve tickets using CRM & ticketing platforms
• Escalate complex issues to internal support and operation teams when necessary, while maintaining accurate case records.

Sales & Customer Support at Famous Agrovet Services (2025-02 – 2026-01)

• Handled customer inquiries, complaints, and post-sale support to improve customer retention.
• Educated customers on product selection and usage, improving understanding, building trust, satisfaction and retention.
• Accurately processed cash and POS transactions while maintaining efficiency during rush periods.
• Engaged customers on WhatsApp, addressed inquiries, shared updates, and ensured smooth product bookings.
• Increased business revenue by upselling and cross-selling products.

Teacher at Isioma Onyeobi College (2023-11 – 2024-10)

• Simplified difficult concepts for 100+ students, improving understanding and boosting performance.
• Developed and delivered engaging lessons for different students' learning.
• Assessed students' progress, graded performance, and supported administrative communication for students.

Fellowship President at Deeper Life Corpers' Fellowship (2024-01 – 2024-11)

• Led 50+ corps members from diverse educational and cultural backgrounds, coordinating fellowship activities and programs from inception through completion.
• Planned, delegated, and coordinated programs while working with team members to ensure timely and effective execution.
• Communicated with diverse stakeholders, resolved coordination challenges, and maintained team alignment toward shared objectives.

B.Sc. in Microbiology – Joseph Sarwuan Tarka University (2023)

Data Analysis – Skill2Scale School

Virtual Assistance Training – Skill2Scale School (2025)

Customer Service & Relationship Management – Exford Global Consults (2024)