PHILIP OSHEN AGABI
Abuja
Summary
Dynamic customer service professional with a proven track record at El Duniya Travels and Tour Agency, excelling in conflict resolution and escalation management. Achieved over 90% customer satisfaction by implementing streamlined processes and enhancing team collaboration. Skilled in CRM software, delivering effective remote support and ensuring customer success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Representative
El Duniya Travels and Tour Agency
Abuja, FCT
03.2023 - 04.2025
- Assisted customers with product information, order tracking, and account issues.
- Handled escalated calls, and provided in-depth support for complex issues.
- Implemented new procedures to streamline the return process, reducing processing time by 20%.
- Conducted follow-up calls to ensure that customer issues were resolved satisfactorily.
- Collaborated with the sales team to identify opportunities for up-selling and cross-selling.
Customer Service Representative
Sub city property Limited
02.2020 - 05.2022
- Managed customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
- Resolved customer complaints by identifying problems and providing effective solutions.
- Processed orders, returns, and exchanges accurately, maintaining detailed records in CRM systems.
- Trained new employees on customer service protocols and company policies.
- Consistently achieved customer satisfaction ratings above 90%.
Administrative Assistant
Biodun Roti realtors
Abuja, FCT
05.2018 - 02.2020
- Managed office correspondence and communication with clients and vendors.
- Organized and scheduled appointments, ensuring optimal time management for team members.
- Conducted research on market trends to support real estate initiatives and decisions.
- Developed and maintained relationships with suppliers for office supplies and services.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Education
Post-Graduate Certificate - Peace Studies And Conflicts Resolution
Bingham university
Abuja 07-2024
CISCO CCNA - Computer And Information Sciences
Bingham University
Abuja Nigeria 09-2012
Skills
- Customer service management
- Escalation management
- Follow-up procedures
- Customer success management
- Remote support
- Technical support
- Order processing
- Conflict resolution
- CRM software
- Team collaboration
References
Available upon request.
Languages
English
First Language
Certification
CISCO CCNA
Timeline
Customer Support Representative
El Duniya Travels and Tour Agency
03.2023 - 04.2025
Customer Service Representative
Sub city property Limited
02.2020 - 05.2022
Administrative Assistant
Biodun Roti realtors
05.2018 - 02.2020
Post-Graduate Certificate - Peace Studies And Conflicts Resolution
Bingham university
CISCO CCNA - Computer And Information Sciences
Bingham University
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