Looking for a job

Catherine Ngwoke

@catherinengwoke

Message

Results-driven chat moderator and customer support specialist focused on engagement and satisfaction.

Nigeria

Message

What I'm looking for

I seek a customer-facing role where I can use chat moderation, CRM tools, and communication skills to boost satisfaction, retention, and revenue.

I am a results-driven Chat Moderator and Customer Support professional with over two years of hands-on experience in high-volume chat environments. I consistently deliver fast, accurate responses and prioritize first-contact resolution to improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Appointment Setter

Current

Demechelin Enterprise

Jun 2024 - Present (1 year 6 months)

Managed high-volume chats, achieving a 95% customer satisfaction rate with 2-minute average response time and developed engagement strategies that increased customer retention by 30%. Moderated 500+ chats weekly and resolved 85% of issues on first contact.

Chat Moderation Customer Support Salesforce Zendesk Re Engagement Strategies Time Management

Customer Support Representative

Kossyovan Linchi Enterprise

Jan 2022 - Mar 2023 (1 year 2 months)

Handled 300+ customer conversations weekly, resolving 90% of issues within two interactions and achieving a 25% sales revenue increase through upselling and cross-selling while maintaining 95% response accuracy.

Customer Support Sales Upselling Cross Selling Email Deliverability Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Nigeria

Bachelor of Arts, English and Literary Studies

2018 - 2023

Completed a Bachelor of Arts in English and Literary Studies with coursework focused on English literature, writing, and critical analysis from 2018 to 2023.