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@akinyelugbemisolamer
Customer service professional focused on fast, empathetic, first-contact resolution.
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.
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Work history, roles, and key accomplishments
Trustline Communication Ltd
Jun 2023 - Present (2 years 5 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%.
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%.
Degrees, certifications, and relevant coursework
Bachelor of Education, Educational Management
2019 - 2024
Completed a Bachelor of Education in Educational Management at Obafemi Awolowo University from September 2019 to September 2024.
Software and tools used professionally
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