Lauretta Nlemedim

Results-oriented Customer service specialist with years of experience providing outstanding phone, email, and live chat support. demonstrated capacity to improve customer satisfaction ratings, expedite support procedures, and effectively address customer inquiries. competent with CRM software (such as Freshdesk and Zendesk) and enthusiastic about building strong client relationships.

Customer Service Expert - Ritzie Solutions NG - Lagos, Nigeria

(2023-01)

• Achieved a 97% resolution rate by responding to more than 70 customer inquiries every day via chat, phone, and email.
• By using a templated FAQ system, the average response time was lowered by thirty percent.
• Increased team productivity by training five new hires on CRM software and company policies.
• Worked together with the product team to escalate more than fifteen persistent problems, which resulted in feature updates.

Customer Support Agent - QuickHelp Outsourcing - Owerri, Nigeria

(2020-06 - 2022-12)

• Handled more than fifty tickets every day for foreign customers in fintech and ecommerce.
• Over a 12-month period, the average customer satisfaction score (CSAT) remained at 4.8/5.
• Reduced training time by 40% by documenting more than 20 common problems to build a knowledge base.

BA(Hons.) - History and International Studies - LAGOS STATE UNIVERSITY (2009-07 - 2014-07)