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Charity George

@charitygeorge

Customer Care Specialist at Ortho Nigeria International Clinic, handling 85–90% of appointment-related customer contacts.

Nigeria

Message

At Ortho Nigeria International Clinic, I resolve scheduling issues, cancellations, and service complaints as a first point of contact. I handle roughly 85–90% of appointment-related customer contacts, including requests, rescheduling, and follow-ups.

Previously, I achieved a 95% first-contact resolution rate as a Call Agent at ABC Loans & Palm Credit Financial Services. I’ve also handled customer contacts across phone, email, and digital channels at IkejaElectricity Distribution Company, and I’m experienced with Zendesk, Intercom, HubSpot, and Zoho CRM.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Specialist

Current

Ortho Nigeria International Clinic

Dec 2024 - Present (1 year 10 months)

Act as first point of contact, resolving scheduling issues, cancellations and service complaints with a consistently positive customer experience. Handle roughly 85-90% of all appointment-related customer contact, covering requests, rescheduling and follow-ups with speed and accuracy.

Zendesk Intercom HubSpot Zoho CRM Helium Health Microsoft Office Google Workspace Outlook Excel Complaint Handling Troubleshooting De escalation Active Listening Cross Department Reporting

Call Agent

ABC Loans & Palm Credit Financial Services

Jan 2022 - Dec 2023 (1 year 11 months)

Achieved a 95% first-contact resolution rate by diagnosing issues quickly and resolving them in a single interaction. Used active listening to de-escalate frustrated customers and steer conversations toward a positive outcome.

CRM Active Listening De escalation First Contact Resolutions Customer Service

Customer Service Representative

IkejaElectricity Distribution Company

Jan 2020 - Dec 2021 (1 year 11 months)

Handled inbound and outbound contacts across phone, email and digital channels, quickly assessing urgency and the right next step. Prioritized and routed cases using set criteria, keeping response times fast during fluctuating volume.

Phone Support Email Support Digital Channels Case Prioritization Multitasking Record keeping