Gabriel Amanda
@gabrielamanda
Customer Support Representative delivering high-FCR, high-CSAT customer experiences through remote, omnichannel support.
NigeriaWhat I'm looking for
I’m a results-driven Customer Support/Customer Service professional with 2+ years of experience delivering high-quality support across phone, email, and live chat in fast-paced remote environments. I’ve achieved 85–90% First Contact Resolution (FCR) rates while maintaining strong customer satisfaction (CSAT), using empathetic communication, active listening, and swift problem-solving to support retention and loyalty.
I manage high-volume inbound inquiries with minimal supervision, maintain accurate customer records and interaction logs in CRM tools (HubSpot, Zendesk, Freshdesk), and handle complaint resolution with de-escalation and conflict resolution. I also improved response time through proactive workflow optimization and smart ticket prioritization, while consistently meeting performance KPIs for resolution rates and customer experience.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Golden Heart Foundation
Sep 2025 - Feb 2026 (5 months)
Managed and resolved high-volume inbound customer inquiries via phone, email, and live chat while adhering to SLAs. Achieved 85–90% First Contact Resolution (FCR) and improved customer satisfaction by maintaining accurate CRM records and de-escalating complex complaints.
Call Center Representative
Golden Heart Foundation
Oct 2023 - Aug 2025 (1 year 10 months)
Handled 300–500+ daily customer interactions across inbound and outbound channels, including account inquiries, issue resolution, and appointment scheduling. Maintained accurate CRM records, met daily KPIs, and used independent remote-style workflows to support quality assurance and resolution targets.
Sales Representative
Experiential Edge Agency
Feb 2023 - Aug 2023 (6 months)
Engaged prospective and existing customers with product education and tailored solutions. Drove 75%+ conversion during campaigns by building rapport, addressing objections, and aligning customers to appropriate services while documenting interactions for team reporting.
Education
Degrees, certifications, and relevant coursework
University of Nigeria, Nsukka
Bachelor of Science, Sociology and Anthropology
Earned a BSc in Sociology and Anthropology at the University of Nigeria, Nsukka.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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