Favour Ujam

I’m a results-driven Customer Service Representative with 5+ years of official experience handling high-volume inbound and outbound calls. I resolve customer inquiries across phone, email, and chat while staying focused on delivering a positive customer experience.

In my roles, I improved customer satisfaction, retention, and first call resolution. I also identify upselling and cross-selling opportunities to support revenue growth, using strong communication and customer relationship management.

I’m skilled in CRM systems, ticketing platforms, and customer record management to ensure accurate tracking and reporting. I handle policyholder inquiries such as coverage, claims, and billing, and I support policy changes, renewals, and cancellations while maintaining compliance with internal and regulatory standards.

When cases require deeper attention, I escalate complex or unresolved issues to teams and tools like Zendesk and Salesforce, then follow up to confirm resolution and gather feedback for continuous quality improvement.