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chinecheremnancyokoro User

@chinecheremnancyokor

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Customer Service Representative at Santos Beddings, handling live chat, email, and phone inquiries with 98% CSAT.

Nigeria

Message

At Santos Beddings, I handle customer inquiries across live chat, email, and phone, maintaining a 98% customer satisfaction rating. I process billing updates, refunds, exchanges, and payment investigations using CRM tools.

At Agro Limited, I managed customer calls, emails, and tickets while meeting a 24-hour email response SLA. I introduced a ticket-tagging and audit checklist that reduced routing errors by 20% and supported a zero-error record update rate.

Experience

Work history, roles, and key accomplishments

Current

Online Customer Service Agent

Current

Santos Beddings

Jan 2025 - Present (1 year 9 months)

Managed high-volume inbound customer interactions across live chat, email, and phone, achieving a 98% CSAT rating and 92% first-contact resolution rate. Processed over 120 billing updates and refunds monthly using CRM tools.

Live Chat Email Support Phone Support CRM De escalation Customer Satisfaction First Contact Resolutions Billing Refunds Order Exchanges Data Logging

Customer Care Representative

Agro Limited

Aug 2023 - Nov 2025 (2 years 3 months)

Managed over 500+ inbound calls, emails, and digital tickets weekly within SLAs, reducing client churn by 15%. Updated CRM records with zero-error accuracy and escalated complex issues per protocols.

Inbound Calls Email Management Ticket Management SLA Compliance CRM Conflict Resolution Data Accuracy Escalation Management