Edikan Obot
@edikanobot
Customer service specialist delivering high CSAT, fast resolutions, and process improvements.
NigeriaWhat I'm looking for
I am a dedicated customer service professional with over five years of experience supporting customers across phone, email, and live chat in high-volume, remote environments. I focus on calm, empathetic interactions and consistently achieve high satisfaction and first-contact resolution rates.
I have a proven track record reducing response times, lowering complaint volume, and improving repeat engagement by introducing proactive follow-ups and reporting that informed product and operations changes. I collaborate closely with product, QA, and operations teams and contribute to knowledge base development and beta testing of support tools.
I bring strong CRM and support-tool expertise (Zendesk, Freshdesk, HubSpot, Zoho) and a results-oriented approach to improve customer experience, reduce churn, and scale efficient support processes.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Facial Mania Med Spa
Mar 2025 - May 2025 (2 months)
Handled 90+ customer interactions daily across phone, email, and live chat, maintaining a 98% CSAT and achieving 94% first-contact resolution while reducing escalations by 40%.
Customer Service Representative
Rent to Riches
Jan 2024 - Sep 2024 (8 months)
Managed 75–100 Zendesk tickets daily with 98% SLA compliance and a 4.9/5 satisfaction score, co-authoring 50+ knowledge base articles that reduced repetitive inquiries by 20%.
Customer Care Agent
Kingsman Technologies
Mar 2021 - Mar 2024 (3 years)
Performed 100+ outbound B2B cold calls daily, generated 3–4 qualified appointments weekly, grew a 1,300+ prospect HubSpot database, and improved cold-call conversion rates by 30%.
Education
Degrees, certifications, and relevant coursework
University of Cross River
Bachelor of Science, Microbiology
Completed a Bachelor of Science in Microbiology focusing on core microbiology principles and laboratory techniques.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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