Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Generic

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
Accra
05.2016

WASSCE Certificate - General Arts

Attafuah Senior High School
Accra
05.2012

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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Lydia Asante