Open to opportunities

Blessing Repher

@blessingrepher

Customer service professional with almost 4 years’ experience, focused on CRM, troubleshooting, and process improvement.

Poland

Message

What I'm looking for

I’m looking for a customer-centric role where I can use CRM, troubleshooting, and incident handling to improve service quality through process optimization, clear communication, and continuous improvement.

I’m a proactive, customer-focused professional with a solid background in support roles, eager to use my communication, problem-solving, and technological skills to contribute to your team. With almost 4 years of experience in customer service, training, operation and risk assessment, I aim to deliver success through a customer centric approach and attention to detail.

In my roles, I assist customers with troubleshooting technical issues, billing inquiries, and account management, while maintaining accurate records in the CRM system. I meet performance targets like response time resolution rate and customer satisfaction scores, document feedback to improve service quality, and provide proactive solutions to enhance the customer experience.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Foundever

Apr 2024 - Nov 2024 (7 months)

Assisted customers with troubleshooting technical issues, billing inquiries, and account management while meeting customer support performance targets. Maintained accurate CRM records, documented feedback, and handled call inquiries including lead disposition as required.

Customer Support Troubleshooting Billing Account Management

Customer Service Representative

Insurance Supermarket Incorporated

Sep 2023 - Jan 2024 (4 months)

Answered customer inquiries via phone, email, and chat, providing product and service information and resolving complaints. Processed orders and returns, maintained interaction records, and collaborated with other departments to improve service quality.

Customer Support Phone Email Chat Support Complaint Resolution Order Processing Returns Customer Feedback

Data Entry

Airtel Mobile Network

May 2023 - Sep 2023 (4 months)

Maintained and updated customer/client accounts, troubleshooting issues through to resolution. Performed statistical analysis, generated reports and charts, and created lists through information collection and data entry.

Data Entry Troubleshooting Statistical Analysis Reporting List

Customer Service Representative

Safaricom Mobile Data

Oct 2022 - Apr 2023 (6 months)

Responded to customer inquiries via calls, emails, and chats, escalating unresolved technical issues to relevant teams. Guided customers on mobile internet setup and slow data troubleshooting while documenting interactions according to standard operating procedures.

Customer Support Technical Escalation Complaint Handling Communication

Education

Degrees, certifications, and relevant coursework

Warsaw University of Business

Bachelor’s degree (IT Management), IT Management

2024 -

Enrolled in a Bachelor’s program in IT Management at Warsaw University of Business starting in 2024.

Kakamega School of Professional Studies

Certificate in Computer Applications, Computer Applications

2022 -

Activities and societies: Active listening and empathy; problem solving; effective communication; teamwork; attention to detail; proficient in written and spoken English; patience and politeness; excellent phone etiquette and interpersonal skills; ability to multi-task, organize, and prioritize; proficient in MS Office Suite.

Completed a Certificate program in Computer Application Skills and abilities, developing communication and workplace readiness skills.