Open to opportunities

Ebonny Paul

@ebonnypaul

Customer service representative who streamlines high-volume support and improves customer satisfaction through proactive issue resolution.

Zimbabwe

Message

What I'm looking for

I’m looking for a role where I can own customer experience, stay strong on KPIs, and keep improving service quality through proactive problem-solving and process streamlining within a supportive team.

I’m a Customer Service Representative with proven success delivering outstanding remote support for Amazon, enhancing customer satisfaction through efficient handling of high-volume inquiries. I consistently meet KPIs, resolve complex issues, minimize escalations, and earn positive feedback by proactively identifying and fixing potential problems.

In my earlier roles with Percepta and Aeroflow, I exceeded chat response targets, improved first-contact resolution, and reduced average handling time by implementing best practices and streamlining customer service processes. I also bring scheduling and patient-care experience—managing high-volume appointment workflows, optimizing resource allocation, and as a Certified Nursing Assistant, maintaining patient records, administering medications, and monitoring vital signs with compassion and safety.

Experience

Work history, roles, and key accomplishments

Customer Service Rep

Amazon

Sep 2024 - Jan 2025 (4 months)

Provided remote customer support at Amazon, resolving complex issues and improving customer satisfaction while consistently meeting KPIs. Exceeded performance targets by managing high-volume inquiries, proactively resolving recurring problems, and minimizing escalations.

Remote Customer Support KPI Tracking Customer Satisfaction Process Improvement Time Management

Chat Support Agent

Percepta

Feb 2023 - Sep 2024 (1 year 7 months)

Delivered chat-based customer support, exceeding chat response targets to improve customer satisfaction. Applied best practices to boost first-contact resolution and consistently improve response times while maintaining quality service.

Chat Support First Contact Resolutions Customer Engagement Quality Service Multitasking

Appointment Scheduler

Aeroflow

Jul 2019 - Jan 2023 (3 years 6 months)

Streamlined appointment scheduling processes to enhance patient satisfaction and clinic efficiency. Managed high-volume scheduling to support seamless patient flow, reduce wait times, and improve appointment adherence and practitioner utilization.

Appointment Scheduling Resource Allocation Wait Time Reduction Scheduling Optimization Customer Service

Certified Nursing Assistant

StoneCreek Health

Jul 2003 - Dec 2008 (5 years 5 months)

Provided compassionate patient care and supported personalized care plans while monitoring vital signs and administering medications as prescribed. Maintained accurate patient records, supported daily living activities safely, and proactively reported patient condition changes to the nursing team.

Patient Care Vital Signs Monitoring