Promise Faith Emmanuel
Lagos,Lagos State
Summary
Results-driven Customer Support Executive with 7 months of experience providing phone, email, and live chat support in the ISP sector. Proficient in troubleshooting connectivity issues, resolving service interruptions, and using CRM and ticketing systems to deliver timely solutions. Known for maintaining high customer satisfaction under pressure, collaborating effectively with teams, and consistently meeting or exceeding support performance targets.
Overview
1
1
year of professional experience
Work History
Customer Support Executive
Coollink.ng
Victoria Island, Lagos
10.2023 - 04.2024
- Boosted first contact resolution by 20% through efficient troubleshooting and communication.
- Maintained Customer Satisfaction Score (CSAT) scores above 70% in a high-volume call centre environment.
- Resolved fibre, radio, and satellite internet issues with minimal escalation.
- Retained high-value clients through empathetic and solution-oriented support.
- Managed 90+ daily interactions during peak periods without compromising service quality.
Education
National Diploma (ND) - Business Administration
Redeemers College of Technology and Management
01.2023
Skills
- Fluent in written and spoken English
- Strong communication skills
- Strong interpersonal abilities
- Relationship-building abilities
- Problem-solving expertise
- Conflict resolution expertise
- Ability to work independently
- Task management in remote settings
- Analytical thinking
- Sound decision-making
- Empathy
- Active listening
- Time management
- Organisational efficiency
- Resilience
- Adaptability under pressure
- Self-motivated
- Proactive approach to work
- Escalation Management
- Issue Resolution
- First-Level Troubleshooting
- Ticketing Systems
- CRM Tools
- Google Workspace Tools
- Microsoft Office Suite
- VoIP
- Call Management Systems
- Remote Diagnostics
- Network Support
- Live Chat
- Communication Platforms
Professional Courses
Customer Service and Relationship Management, Ace Coterie Consulting, 2025-04-01, Trained in delivering exceptional customer support across multiple channels (phone, email, and chat)., Learned techniques for handling complaints, resolving conflicts, and de-escalating tense situations., Gained proficiency in CRM systems for tracking customer interactions and follow-ups., Strengthened active listening, empathy, and communication skills to improve customer satisfaction.
Remote Work Setup
- Personal laptop suitable for professional remote work
- High-speed fibre-optic internet with strong upload/download capacity
- Stable electricity supply
- Backup power solution (for uninterrupted remote work during outages)
- Quiet, distraction-free workspace for calls and virtual meetings
Timeline
Customer Support Executive
Coollink.ng
10.2023 - 04.2024
National Diploma (ND) - Business Administration
Redeemers College of Technology and Management