Emmanuel Ajayi
@emmanuelajayi3
I resolve customer issues across phone, email, and chat while improving CSAT and support workflows.
NigeriaWhat I'm looking for
I've supported customers at IRecharge Tech Innovations, Prime Alert Secure Limited, and Vodafone Internet Company across phone, email, live chat, and telecom service channels. At IRecharge, I redesigned the feedback process to lift CSAT by an estimated 30% and mentored 5+ junior representatives, improving team efficiency by approximately 20%.
I'm focused on accurate, empathetic issue resolution, thorough case documentation, and effective escalation. I've achieved an 85% first-contact resolution rate, reduced average response time by 40%, maintained a 90% customer satisfaction rating, and contributed to sales through upselling and cross-selling.
Experience
Work history, roles, and key accomplishments
Customer Service Representative / Supervisor
IRecharge Tech Innovations
Jan 2021 - Jan 2026 (5 years)
Responded to customer enquiries across phone, email, and live chat, resolving most on first contact. Redesigned feedback process, lifting CSAT ratings by an estimated 30%, and mentored junior representatives to improve team efficiency by approximately 20%.
Call Agent
Prime Alert Secure Limited
Jan 2019 - Jan 2021 (2 years)
Responded to customer enquiries on billing, account, and service issues via phone and chat, achieving an 85% first-contact resolution rate. Grew quarterly sales revenue by 25% through upselling and cross-selling, and cut average response time by 40% by streamlining workflows.
Provided inbound and outbound telecom customer support, maintaining a 90% customer satisfaction rating. Guided customers through technical troubleshooting and de-escalated complaints using empathetic communication.
Education
Degrees, certifications, and relevant coursework
University of Cape Coast
Bachelor of Science, Business Information Systems
2013 - 2017
Pursued a Bachelor of Science in Business Information Systems while working full-time in customer support roles.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
Skills
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