Lydia Asante
Ibadan
Summary
Dynamic Customer Service Professional with 6+ years of progressive experience in B2C and B2B environments. Proven track record in reducing resolution times by up to 60%, elevating customer satisfaction into the 90th percentile, and implementing process improvements that drive operational efficiency. Skilled in CRM platforms (Siebel & Salesforce), escalation management, and coaching high-performing teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Nissi Farms & Foods Processing Ltd
Ibadan
01.2022 - Current
- Lead a team of 8 customer service agents, improving first-contact resolution by 20% and boosting CSAT from 78% to 93% through targeted coaching and performance feedback.
- Designed and implemented a tiered escalation framework that cut average case resolution time from 48 to 18 hours, reducing customer churn by 12%.
- Collaborated with Sales and Logistics to reengineer order-fulfillment processes, slashing shipping errors by 30% and achieving 95% on-time delivery.
- Developed a real-time feedback loop leveraging CRM analytics and post-interaction surveys to identify service gaps, driving a 15% increase in team productivity.
- Created and delivered training modules on CRM best practices, conflict de-escalation, and communication skills, reducing new-hire ramp-up by 25%.
Customer Service Representative
AfriTrack Logistic Nigeria Ltd
Ibadan
04.2021 - 12.2021
- Managed 200+ daily customer interactions across phone, email, and in-person channels with 98% accuracy in order processing, returns, and refunds.
- Spearheaded development of an FAQ knowledge base that cut repetitive inquiries by 35%, enabling focus on complex escalations.
- Exceeded monthly customer satisfaction targets by 10–20% through root-cause analysis, proactive outreach, and personalized service recovery.
- Automated CRM data-entry workflows to improve record-keeping speed by 40% and eliminate manual errors.
News Editor
Citi FM/TV
Accra
05.2018 - 02.2021
- Supervised a team of 5 journalists, enhancing content output by 40% while reducing editorial errors by 10% through standardized editorial guidelines and peer reviews.
- Established investigative editorial standards that fueled a 40% increase in online readership and led to two nationally syndicated stories.
- Conducted cross-functional problem-solving sessions with production and digital teams to streamline breaking-news workflows and accelerate publishing cycles.
News Assistant
Star FM
Accra
02.2017 - 01.2018
- Researched, fact-checked, and compiled daily entertainment bulletins, ensuring 100% compliance with editorial standards and preventing misinformation.
- Identified inconsistencies in high-profile stories, averting potential PR crises through early detection and corrective action.
- Collaborated with producers to prioritize content, refine story angles for regional audiences, and optimize on-air pacing.
Education
BA - Journalism and Mass Communication
University of Ghana
Accra05.2016
WASSCE Certificate - General Arts
Attafuah Senior High School
Accra05.2012
Skills
- Customer service management
- First-contact resolution
- Escalation management
- Customer satisfaction analysis
- Order fulfillment
- Process improvement
- Conflict resolution
- Team leadership
- CRM administration
- Data entry and reporting
- Performance metrics tracking
- Adaptability and emotional intelligence
- Microsoft Office Suite
- Google Workspace applications
- SurveyMonkey
Certification
- Customer Service Fundamentals – Coursera
- Effective Communication Skills
- Siebel CRM Training
References
Available Upon Request
Languages
- Twi (Native)
- English (Fluent)
Timeline
Senior Customer Service Representative
Nissi Farms & Foods Processing Ltd
01.2022 - Current
Customer Service Representative
AfriTrack Logistic Nigeria Ltd
04.2021 - 12.2021
News Editor
Citi FM/TV
05.2018 - 02.2021
News Assistant
Star FM
02.2017 - 01.2018
BA - Journalism and Mass Communication
University of Ghana
WASSCE Certificate - General Arts
Attafuah Senior High School
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