Emily Paul
@emilypaul
Customer support specialist with 3+ years resolving escalations and improving customer retention.
NigeriaWhat I'm looking for
I am a dedicated customer support specialist with over three years' experience in call center and customer service environments, consistently delivering high CSAT and first-call resolution rates. I excel at managing high volumes of inbound and outbound interactions while maintaining accurate documentation and strong attention to SLAs.
In prior roles I handled 150+ daily inquiries, supported 500+ weekly clients, and achieved measurable outcomes such as a 95% first-call resolution, 4.8/5.0 CSAT, and improvements in service delivery and retention. I collaborate across sales and product teams to drive process improvements and cross-functional initiatives that boost customer satisfaction.
I bring strong active listening, empathy, sales support, and process-improvement skills, backed by a B.Sc. in Chemistry and soft-skills training. I am proactive, detail-oriented, and committed to delivering exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Royal Mira Asaba
Jan 2023 - Jan 2025 (2 years)
Managed 150+ daily inquiries across phone, messaging, and in-person channels, achieving a 95% first-call resolution rate and improving service delivery by 18% through cross-functional initiatives.
Customer Service Representative
Virtue Heights Institute and Training
Jan 2020 - Jan 2021 (1 year)
Supported 500+ clients weekly via inbound/outbound calls, maintained a 4.8/5.0 CSAT and 99.8% data accuracy while resolving concerns within a 24-hour SLA and contributing to an 85+ NPS.
Call Center Sales Agent
Technology Incubation Center
Jan 2019 - Dec 2019 (11 months)
Conducted 200+ outbound sales calls weekly, exceeded sales targets by 30% with a 3:1 lead-to-conversion ratio and supported sales process improvements that drove 45% YoY growth.
Education
Degrees, certifications, and relevant coursework
Jobberman
Certificate, Soft Skills
Completed a soft skills training program focused on workplace communication and professional development.
Akwa Ibom State University
Bachelor of Science, Chemistry
Grade: Second Class Upper Division
Completed a Bachelor of Science in Chemistry with Second Class Upper Division.
Availability
Location
NigeriaAuthorized to work in
Job categories
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