Hope Akpan

I’m a customer support and data entry professional focused on high-volume problem solving, fast follow-through, and highly accurate documentation. In my recent roles, I’ve managed large inbound work queues across phone, email, and chat while keeping service quality consistent in busy, customer-facing environments.

As a Customer Support Representative, I served as a first point of contact for customer inquiries and handled 30–50 daily interactions (including 50+ per day in peak periods). I resolved issues such as failed transactions, account access problems, and payment verification, while opening and managing support tickets in CRM and helpdesk systems to ensure timely resolution and follow-up.

In customer service work with Ibom Air, I managed 40–60 inbound interactions daily and coordinated support tickets, internal cases, emails, voicemails, and follow-up actions within assigned work queues. I used Kustomer and Zendesk to troubleshoot order issues, shipping updates, and product-related questions, and I maintained detailed case documentation for every interaction.

Earlier, I strengthened my attention to detail as a Data Entry Clerk by accurately entering paper invoice and freight data, meeting productivity targets (5,000 keystrokes per hour and 50 bills per hour). I processed about 2,000 freight bills per week, prioritized aging invoices using LaserFiche folders, and created/maintained SOPs for repeatable, high-quality invoice processing workflows.