Open to opportunities

Akinyelu Gbemisola Mercy

@akinyelugbemisolamer

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

Nigeria

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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.