Nelly Nnanna

Results-driven Customer Service Representative with 6+ years of experience delivering exceptional customer support across fintech, telecommunications, education consulting, and remote service environments. Proven expertise in handling high-volume inbound and outbound interactions, resolving complex customer issues, and maintaining accurate CRM documentation. Skilled in multi-channel communication (phone, email, live chat), first-contact resolution, and customer retention strategies.

Adept at problem-solving, de-escalation, and collaborating with cross-functional teams to improve customer satisfaction and operational efficiency.

Customer Service Representative (Remote) at Assurance Network (2025-01 – Present)

• Manage 50+ daily customer interactions via phone, email, and live chat while maintaining high service quality and professionalism.
• Accurately document and update over 150 customer records daily in CRM systems, ensuring 100% data accuracy and compliance.
• Achieve and maintain a 90% first-contact resolution rate by identifying issues quickly and providing effective solutions.
• Handle inbound inquiries related to services, billing, and account management while ensuring timely and satisfactory resolutions.
• Conduct outbound follow-ups to resolve pending cases, improve customer experience, and ensure issue closure.
• Escalate complex cases to appropriate departments while maintaining ownership and tracking resolution progress.
• Adhere to service level agreements (SLAs), quality assurance standards, and performance metrics.
• Identify recurring customer issues and provide feedback to improve processes and service delivery.

Customer Service Executive at Community Trust Network (Educational Consultants) (2024-01 – 2024-12)

• Provided end-to-end customer support to applicants and parents throughout application, admission, and enrollment processes.
• Assisted customers with documentation, visa applications, interview preparation, and application tracking.
• Managed high-volume email and phone inquiries, ensuring prompt and clear communication.
• Tracked application progress and ensured all deadlines and requirements were met.
• Resolved customer concerns related to delays, documentation, and application status.
• Maintained accurate records of client interactions and application details in internal systems.
• Coordinated with internal teams to ensure seamless service delivery and client satisfaction.
• Delivered personalized support to enhance customer experience and build trust.

Customer Success Executive at Interswitch Group (2017-08 – 2023-12)

• Delivered first-level customer and technical support for fintech products, payment gateways, and POS systems.
• Handled high-volume inbound and outbound calls, emails, and support tickets across multiple channels.
• Logged, tracked, and managed customer cases using CRM and ticketing systems.
• Diagnosed and resolved technical issues related to transactions, payments, and system errors.
• Escalated complex issues to technical teams and followed up to ensure timely resolution.
• Generated transaction reports and performance insights to support operational decision-making.
• Collaborated with cross-functional teams including IT, operations, and compliance departments.
• Educated customers on product usage, troubleshooting steps, and service features.
• Maintained compliance with company policies, data protection standards, and financial regulations.

Customer Service Representative at Multichoice (DSTV) (2016-01 – 2017-08)

• Provided customer support for subscriptions, billing, decoder activation, and technical troubleshooting.
• Managed inbound calls and resolved customer complaints efficiently while maintaining professionalism.
• Coordinated field engineers for installations, maintenance, and repair services.
• Maintained detailed and accurate customer records in internal systems.
• Educated customers on products, subscription packages, and promotional offers.
• Handled service escalations and ensured timely resolution of technical issues.
• Supported customer retention by addressing concerns and improving satisfaction.

Manager at Jachin Ventures (DSTV Sub-Dealer) (2015-03 – 2015-12)

• Managed daily operations including customer service, inventory, and technician coordination.
• Supervised staff and ensured efficient service delivery across all operations.
• Maintained customer accounts and handled escalated issues.
• Implemented structured processes to improve workflow and operational efficiency.

Sales Executive at Solvence Oil & Gas (2014-02 – 2015-01)

• Built and maintained strong customer relationships to support business growth.
• Assisted customers with inquiries, product information, and service requests.
• Supported administrative functions including documentation and sales tracking.
• Contributed to customer acquisition and retention strategies.

B.Sc. in Economics – University of Port Harcourt (2010 – 2015)