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FAVOUR KPEGEOL

@favourkpegeol

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Customer service representative with a proven track record of satisfaction.

Nigeria

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What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth in a supportive environment.

I am a dedicated Customer Service Representative with over 2 years of experience in high-volume support operations within the telecommunications industry. My commitment to delivering exceptional service has resulted in a 90% customer satisfaction score and a 92% first-contact resolution rate. I thrive in fast-paced environments, managing over 1,200 inquiries monthly through various channels, including phone, email, and chat.

At MTN, I successfully improved customer satisfaction scores for 18 consecutive months by providing empathetic and accurate service. My proficiency in CRM systems, particularly Hubspot and Zendesk, has enabled me to analyze customer interactions effectively, reducing ticket backlogs by 35% within just two months. I take pride in my ability to turn frustrated customers into loyal advocates by working collaboratively with internal teams to resolve complex issues.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

MTN

May 2022 - Present (3 years 1 month)

Managed 1,200+ monthly customer inquiries across multiple channels, achieving a 92% first-contact resolution rate and improving Customer Satisfaction Score to 90% through empathetic service. Utilized CRM systems like Hubspot and Zendesk to optimize workflows, reduce ticket backlog by 35%, and resolve complex cases in collaboration with internal teams.

HubSpot Zendesk Troubleshooting Customer Service First Contact Resolutions Customer Satisfaction Problem Solving Workflow Optimization

Education

Degrees, certifications, and relevant coursework

University of Port Harcourt

Bachelor of Science, Medical Laboratory Technology

Completed studies focused on the principles and practices of medical laboratory science. Gained expertise in diagnostic testing, sample analysis, and laboratory management techniques.