Amira Ahmed
@amiraahmed3
I resolve high-volume customer inquiries, improve support workflows, and maintain 95%+ first-contact resolution.
NigeriaWhat I'm looking for
At TechGrowth Solutions, I manage high-volume remote customer interactions for corporate and retail accounts, maintaining a 95%+ first-contact resolution rate. I've exceeded AHT and CSAT KPIs by 25% while securely tracking customer data and generating insights for service improvements.
Previously at SalesBridge Nigeria, I handled inbound and outbound client communications, clarified service offerings, and improved workflows to reduce response backlogs. I also mentor junior support staff in communication, troubleshooting, and de-escalation.
Experience
Work history, roles, and key accomplishments
Senior Customer Service Representative
TechGrowth Solutions
Jan 2023 - Present (3 years 7 months)
Spearheaded high-volume remote customer interactions for key corporate and retail accounts, achieving a 95%+ first-contact resolution rate. Consistently surpassed KPIs including AHT and CSAT scores by 25%, and mentored junior support staff.
Customer Care Specialist
SalesBridge Nigeria
Executed high-volume outbound and inbound communications to address user inquiries and clarify service offerings. Cultivated client relationships across diverse sectors and optimized communication workflows to reduce response backlogs.
Education
Degrees, certifications, and relevant coursework
University of Abuja
Bachelor's Degree, Microbiology
Bachelor's Degree in Microbiology from the University of Abuja.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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