Wealth Wave
Kwara State ,Kwara State
Summary
Summary
Customer Service Representative with 2+ years of experience handling 50+ customer interactions daily and achieving a 95% customer satisfaction rating. Skilled in resolving 90% of complaints on the first contact, reducing escalations by 15%, and processing over 200 orders monthly with 99% accuracy. Proficient in CRM tools like Salesforce and Zendesk, with strong communication, problem-solving, and multitasking abilities.
Overview
10
10
year of professional experience
5
5
Certification
Work History
Customer Service Representative
ABC solutions pvt. Ltd
Ilorin , Nigeria
04.2024 - 04.2025
- Handled 50+ customer inquiries daily via phone, email, and chat, maintaining a 95% customer satisfaction rating.
- Resolved 90% of customer complaints on the first contact, reducing escalation rates by 15%.
- Processed over 200 orders and returns monthly with 99% accuracy.
- Collaborated with sales and logistics teams to reduce order delays by 10%.
- Maintained detailed records, contributing to a 25% improvement in follow-up response times.
Education
Bachelor of Arts - Customer Service Representative
Kwara State University
Kwara State 02-2024
Skills
-
Skills
Excellent verbal and written communication — maintained a 95% positive customer feedback rate
Problem-solving and conflict resolution — resolved 90% of issues on first contact
Customer relationship management (CRM) software (Salesforce, Zendesk) — managed records for 500 customers
Multitasking and time management — handled 50 inquiries daily with 99% accuracy
Active listening — improved customer satisfaction scores by 20%
Data entry accuracy — processed 200 orders monthly without errors
Patience and empathy — contributed to a 15% reduction in complaint escalations
Team collaboration — worked with cross-functional teams to reduce order delays by 10%
Bilingual (English and Hindi) — communicated effectively with diverse customer base
-
- Patient hygiene management
- Medical terminology
- Catheter care
- Medical terminology knowledge
- Empathy and compassionate care
- Personal care aide (PCA)
- Certified nursing assistant (CNA)
- Inpatient care
- Physical therapy support
- Medication administration
- Physical endurance
- Blood pressure measurement
- Heartsaver first aid CPR AED (first aid CPR AED)
Languages
English
First Language
English
Beginner (A1)
A1
achievement
Key Achievements
- Boosted customer satisfaction scores by 20% within one year by streamlining complaint resolution processes.
- Resolved 90% of customer issues on the first contact, reducing escalation rates by 15%.
- Awarded “Employee of the Month” three times for maintaining a 95% positive feedback rating.
- Processed over 200 orders and returns monthly with 99% accuracy, improving operational efficiency
Affiliations
- -
Activities
Participated in 12+ monthly team meetings, contributing ideas that improved customer satisfaction by 15%.
Led training sessions for 20+ new hires, reducing onboarding time by 30%.
Volunteered 50+ hours in community outreach programs, supporting local customer engagement initiatives.
Organized 5 team-building events, increasing team collaboration scores by 25%.
Completed 10+ online courses on communication and conflict resolution, enhancing service quality.
-
Accomplishments
- Maintained a 95% customer satisfaction rating over 24 months by resolving 90% of issues on first contact.
- Exceeded monthly call resolution targets by 20% for three consecutive quarters, earning “Top Performer” recognition.
- Reduced customer callbacks by 25% through implementing a new follow-up system, saving the company 100+ support hours monthly.
- Trained and mentored 15+ new team members, decreasing onboarding time by 30%.
- Handled over 1,000 customer inquiries during peak season, maintaining a 99% service quality score.
Certification
-
Certifications
Certified Customer Service Professional (CCSP) — Completed in 2023; helped increase customer satisfaction by 15%.
Conflict Resolution and Communication Training — Completed in 2024; contributed to a 20% reduction in complaint escalations.
Salesforce CRM Certification — Gained proficiency managing 500+ customer records, improving data accuracy by 30%.
Time Management Workshop — Enhanced task completion speed by 25%, boosting daily productivity.
-
References
References available upon request.
Timeline
Customer Service Representative
ABC solutions pvt. Ltd
04.2024 - 04.2025
Bachelor of Arts - Customer Service Representative
Kwara State University
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