Amu Abigail

Led day-to-day customer support operations for 200+ active students across email, chat, and community channels. Improved support outcomes by cutting repeat contacts 20% over six months, reducing drop-off by ~15%, and maintaining accurate Zendesk case records.

Handled 40+ customer interactions daily across phone, email, and walk-in channels while meeting response time targets and maintaining high satisfaction ratings. Resolved most issues on first contact and logged interactions in the CRM to reduce follow-up confusion by ~30%.

Managed 50+ inbound customer requests daily across phone, email, and chat, achieving a 92% positive feedback rate. Resolved ~85% of issues on first contact and provided guidance that supported a 20% uplift in add-on sales during peak periods.

Assisted customers with product queries and purchase decisions, contributing to a 45% increase in sales through consistent service. Updated customer records using Microsoft Office and coordinated with colleagues to ensure a seamless customer experience.

Earned an MSc in Business Analytics from Manchester Metropolitan University.

Earned a BSc in Computer Science from the Federal University of Agriculture, Abeokuta.