Josephine Effiong
professional customer care expert , Business Admin
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About
Customer-focused and results-driven Customer Service Professional with over 8 years of experience delivering exceptional customer experiences across fintech, hospitality, and contact center environments. Proven ability to manage 250+ customer interactions daily, achieve 126% KPI performance, resolve complex customer issues, and improve service quality. Promoted to Quality Assurance Officer based on strong performance.
Skilled in CRM systems, complaint resolution, quality assurance, and customer retention.
Experience
Quality Assurance Officer at PalmPay (2023-03 – Present)
Monitor and evaluate customer interactions, conduct audits, provide coaching feedback, prepare quality reports, and improve service delivery.
Customer Service Representative / Collections Officer at PalmPay (2022-04 – 2023-03)
Handled 250+ customer interactions daily, resolved complaints, educated customers, achieved 126% KPI performance, and supported collections.
Receptionist / Accounts Assistant at Allison Hotel & Suites (2021-06 – 2022-04)
Managed front desk operations, reservations, guest relations, and administrative records.
Customer Service Representative at Data Science Ltd (2021-05 – 2021-12)
Improved customer satisfaction by 40%, handled inbound/outbound calls, and maintained customer records.
Education
Bachelor of Education in English Education – National Open University of Nigeria
Nigeria Certificate in Education – Federal College of Education
