Ebiye Ekpu

I’m a result-driven Customer Service Representative with 4+ years of experience supporting international clients across voice, chat, and email. I manage 100+ daily customer interactions while maintaining a 98% (QA) score and a 92% CSAT rating through accurate CRM documentation and consistent service standards.

In my current role, I resolve technical and travel-related issues while exceeding AHT and QA benchmarks. I use proactive communication strategies to improve customer engagement by 40% and deliver timely resolution with a 95% response rate, while handling complex cases efficiently.

Previously at Outcess Nigeria Limited, I handled 80+ daily logistics and shipment tracking inquiries and ranked in the Top 5% of the team for speed, accuracy, and rapport-building. I also delivered consistent first-contact resolution, reduced repeat customer queries, and maintained zero compliance violations by collaborating with cross-functional teams to de-escalate and resolve escalations.