Christiana Sunday
@christianasunday
Customer support professional improving CSAT and resolving high-volume B2B/B2C issues.
NigeriaWhat I'm looking for
I am a results-driven customer support professional with 4+ years delivering exceptional B2B and B2C service in high-volume environments, consistently exceeding KPIs such as 150+ daily calls and 90%+ CSAT. I am proficient with CRM platforms including Zendesk, Freshdesk, and Salesforce.
I excel at conflict resolution, process optimization, and cross-department collaboration, and I routinely handle administrative duties like data entry and financial tracking while meeting SLAs. I also contribute to team performance by training new members and sharing best practices.
I am committed to fostering long-term customer relationships through proactive problem-solving and clear communication, and I am eager to bring my expertise to a dynamic team focused on exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Nairabet
Jan 2024 - Present (1 year 9 months)
Manage high-volume B2B/B2C customer communications (150+ calls/day), resolving inquiries and de-escalating issues to achieve KPIs including strong FCR and 90%+ CSAT. Maintain accurate records, perform data entry/financial tracking, and collaborate with cross-functional teams to drive process improvements.
Customer Service Representative
Platinum Index Telecoms
Sep 2022 - Dec 2023 (1 year 3 months)
Provided multi-channel customer support via phone, email, and chat, resolving inquiries and de-escalating conflicts while maintaining accurate customer records. Recommended products and informed customers of updates to improve service adoption and supported team knowledge sharing to streamline workflows.
Customer Service Representative
Ecagon Technologies Limited
Dec 2020 - Jul 2022 (1 year 7 months)
Managed large volumes of incoming calls (50+ daily), generated sales leads, and identified customer needs to meet service and sales targets. Handled complaints to resolution, maintained interaction records, and followed communication procedures to ensure customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Federal Polytechnic Oko
National Diploma / Higher National Diploma, Public Administration & Management
2017 - 2020
Completed ND and HND studies in Public Administration & Management at Federal Polytechnic Oko from 2017 to 2020.
St. Therea's Girls Secondary School, Olokoro
Secondary School Certificate (WAEC/NECO), General Secondary Education
2010 - 2016
Completed secondary education and obtained WAEC/NECO qualifications from 2010 to 2016.
Umaujata Community Nursery & Primary School
First School Leaving Certificate, Primary Education
2004 - 2010
Completed nursery and primary education and obtained the First School Leaving Certificate from 2004 to 2010.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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