Open to opportunities

Gift Kelson

@giftkelson

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Customer Experience & Customer Service specialist improving CSAT through empathy, CRM tools, and fast issue resolution.

Nigeria

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What I'm looking for

I’m looking for a customer experience role where I can resolve complex issues fast, improve CSAT, and optimize the customer journey using Freshdesk/SugarCRM—while collaborating with QA and owning KPI targets.

I’m a Customer Experience & Customer Service specialist with over 4 years’ experience delivering exceptional customer service experiences, optimizing the customer journey, and enhancing customer satisfaction across energy, retail, and tech sectors. I’m skilled in handling complex issues and leveraging CRM tools such as Freshdesk and SugarCRM to keep customers informed with professionalism and empathy.

In my current role at Ikeja Electric Plc, I manage high volumes of calls and inquiries, keep accurate CRM records, and support customers through email, teleconferencing, live chat, and social channels. I’ve also driven measurable outcomes like boosting CSAT scores, reducing repeat complaints, sending bulk SMS to customers, and ensuring service requests are completed within TAT—backed by strong administrative, virtual assistance, and team-collaboration experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Ikeja Electric Plc

Aug 2022 - Present (3 years 11 months)

Managed 120+ incoming calls daily and resolved 300+ customer inquiries weekly via email, live chat, phone, and social media. Sent bulk SMS to ~20,000 customers daily and handled prepaid meter token loading while tracking service requests in CRM.

Customer Service Chat Email CRM Prepaid Meter Token Loading Call Handling Social Media Support

Customer Service Associate

MBS BPO

May 2025 - Dec 2025 (7 months)

Provided customer service support to international clients via chat, email, and phone, handling account inquiries and order-related issues. Escalated complex cases, followed SOPs/client guidelines, and collaborated with team leads and QA to improve service outcomes.

Customer Support Live Chat Support Email Support Phone Support

Virtual Assistant / Customer Care

ScaleUp Work

Feb 2024 - Nov 2024 (9 months)

Supported U.S.-based clients by managing email and live chat inquiries and resolving customer issues professionally. Performed data entry, document management, and scheduling while using CRM to track interactions and follow-ups.

Virtual Assistance Customer Support Live Chat Email Management Data Entry Document Management Scheduling

Client-Facing Officer

Ebeano Supermarket

Aug 2020 - Aug 2021 (1 year)

Delivered frontline customer support with professionalism and empathy, maintaining accurate stock order and customer records. Resolved customer conflicts to strengthen trust and supported daily administrative operations to ensure smooth store service.

Customer Support Conflict Resolution Stock Order Documentation Administrative Support Microsoft Office Suite

Customer Service Representative (Telesales)

OList Nigeria

Jan 2020 - Aug 2020 (7 months)

Handled high-volume inbound and outbound calls to meet sales and service targets using needs-based communication. Maintained customer logs, conducted follow-up calls, and supported customer retention and satisfaction.

Telesales Customer Service Needs Based Communication Sales Support Customer Retention