ABIGAIL EMMANUEL YAMUSH
Abuja
Summary
Experienced Customer Support expert with over 4 years of expertise in customer service, administrative support, and appointment setting. Proven ability to manage time efficiently and resolve complex issues, with extensive experience in call center operations, including inbound, outbound, and blended environments. I have demonstrated strengths in training and development, utilising Google Workspace and CRM software such as Salesforce, Zendesk, Many Contacts, Hubspot, Zoho, Freshdesk, and Slack to enhance customer interactions and streamline workflows. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Remote)
ModSquad
Sacramento
11.2024 - Current
- Phone Communication: Managed 30+ customer orders and requests daily, providing real-time updates via phone calls, resulting in a 20% reduction in hold times
- Ticket Resolution: Handled 20+ customer support tickets per day, addressing escalations, conducting in-depth research, and delivering effective resolutions to enhance customer satisfaction
- Technical Support: Identified and resolved complex technical issues, ensuring seamless customer experiences and minimizing downtime
Customer Support/Virtual Administrative Assistant (Remote)
DentistFind
Ontario
10.2023 - 10.2024
- Project Assistance: Successfully assisted in the onboarding of over 15 projects simultaneously, ensuring timely completion and adherence to client specifications
- Content Moderation: Monitored and moderated user content for policy adherence, resolved user issues, and provided reports to enhance community safety and compliance
- Client Communication: Handled over 50 client tickets per week via Freshdesk, Outplay, WhatsApp, and phone calls, resulting in a 20% increase in client satisfaction
- Reporting: Prepared and delivered comprehensive meeting reports, scorecard reports, and weekly summaries, contributing to a 25% improvement in team productivity and engagement
- Managing the CEO's Calendar, scheduling meetings, creating comprehensive meeting notes, meeting task cards, and comprehensive follow-ups to ensure goals and tasks are completed on time
Customer Service Representative/Team Leader (Hybrid)
Citizens Disability (Outsource Global Technologies)
Mabushi
11.2020 - 10.2023
- Call Management: Efficiently handled an average of 100 inbound and outbound calls per day, reducing on-hold wait times by 50%
- Team Coaching: Conducted weekly coaching sessions with a team of 10 members, resulting in a 20% reduction in job errors and a 15% increase in overall team performance
- Customer Requests: Responded to over 50 customer requests daily for products, client case updates, and company information, achieving an 85% customer satisfaction rate
- Customer Assistance: Provided tailored advice and assistance to customers, addressing special needs and preferences, contributing to a 25% increase in customer retention
- Quality Assurance: Conducted weekly call and task check through call listening sessions and call shadowing
- Monitored the performance of a 10-member team, driving a 50% improvement in productivity
Administrative/Virtual Assistant
Naija Eagle Watch Television
Asokoro
04.2020 - 10.2020
- Content Creation: Authored and submitted over 50 accurate, engaging, and fact-checked stories monthly, enhancing the publication's credibility and readership
- Appointment Scheduling: Coordinated and scheduled 20+ appointments and set calendar reminders for meetings and press conferences weekly, ensuring smooth operations and timely attendance
- Stakeholder Communication: Created detailed reports and sent out over 30 professional emails and calls to stakeholders and potential clients monthly, securing partnership deals and fostering strong business relationships
- Story Editing: Edited an average of 30 news stories weekly for accuracy and clarity, contributing to a 20% increase in reader satisfaction and engagement
Data Transcriber
Research Hub Africa (Contract)
Utako
01.2020 - 03.2020
- Data Transcription and Management: Transcribed and accurately sorted research data from audio to written format, processing over 200 audio files during the contract period to ensure precise and accessible information
- Data Verification: Compiled and verified the accuracy of data, preparing source data for entry, resulting in a 98% accuracy rate
- Confidential Information Handling: Maintained client confidentiality by correctly managing sensitive information, adhering to data protection protocols, and ensuring compliance with privacy regulations
Education
Master of Science - Development Communication
Nasarawa State University
Keffi, Nasarawa State01.2022
Bachelor of Science - Mass Communication
Nasarawa State University
Keffi, Nasarawa State07-2018
Skills
- Customer service and support
- Microsoft Office proficiency
- Administrative Assistance
- Telemarketing
- Content Writing
- Excellent time-management skills
- Customer Relationship Management Software (CRM)
- Project Assistance
- Client communication
- Time management
- Editing and proofreading
- Team collaboration
- Payment processing
- Call management
- CRM software
- Shipping and logistics
- Report generation
- Record preparation
- Quality assurance controls
- Verbal and written communication
Certification
- ALX - Virtual Assistant Certificate, 2024
- NITDA - Digital and Social Media Marketing, 2024
Timeline
Customer Service Representative (Remote)
ModSquad
11.2024 - Current
Customer Support/Virtual Administrative Assistant (Remote)
DentistFind
10.2023 - 10.2024
Customer Service Representative/Team Leader (Hybrid)
Citizens Disability (Outsource Global Technologies)
11.2020 - 10.2023
Administrative/Virtual Assistant
Naija Eagle Watch Television
04.2020 - 10.2020
Data Transcriber
Research Hub Africa (Contract)
01.2020 - 03.2020
- ALX - Virtual Assistant Certificate, 2024
- NITDA - Digital and Social Media Marketing, 2024
Master of Science - Development Communication
Nasarawa State University
Bachelor of Science - Mass Communication
Nasarawa State University
Similar Profiles
Melissa MitchellMelissa Mitchell
Customer Service Representative at ModSquadCustomer Service Representative at ModSquad
Michael Bradd-KogerMichael Bradd-Koger
Sr. Digital Strategist, CX at ModSquadSr. Digital Strategist, CX at ModSquad
Shannon Renee DuncanShannon Renee Duncan
Project Manager at ModSquadProject Manager at ModSquad