Open to opportunities

Akinyelu Gbemisola Mercy

@akinyelugbemisolamer

Message

Customer service professional focused on fast, empathetic, first-contact resolution.

Nigeria

Message

What I'm looking for

I seek a customer-facing support role in a collaborative company where I can resolve issues quickly, improve processes, train teammates, and grow into advanced support or QA responsibilities.

I am a customer service professional with two years' experience in fast-paced call center and help desk environments, focused on delivering first-contact resolution and high customer satisfaction.

At Trustline Communication Ltd I handled 80+ inbound calls daily, achieved a 92% first-call resolution rate, and maintained a 95% satisfaction rating across live chat and email channels.

I have hands-on experience with Zendesk and Freshdesk, developed support documentation that cut repeat inquiries, and collaborated with QA, product, and engineering teams to reduce bug-related tickets and boost CSAT.

I train new agents, consistently meet SLAs and KPIs, and seek roles where I can improve processes, mentor teammates, and continue delivering calm, clear support that resolves customer issues quickly.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Trustline Communication Ltd

Jun 2023 - Present (2 years 4 months)

Handled 80+ inbound calls daily with a 92% first-call resolution rate, maintained 95% satisfaction over six months, and developed support documentation that reduced repeat inquiries by 18%.

Zendesk Call Resolution Ticketing Documentation Training

Help Desk Support Agent

Maxtech Solutions

Jul 2022 - Oct 2023 (1 year 3 months)

Resolved technical issues via phone and email, managed ~50 tickets daily in Freshdesk and reduced backlog by 25%, while improving positive feedback ratings by 20%.

Freshdesk Technical Support Troubleshooting Bug Reporting CRM