Idias Destiny

I’m a Customer Service Representative with 2+ years of remote support experience and a 4-year background in client-facing business operations. I handle high-volume inquiries across chat, email, and phone while protecting customer satisfaction and first-contact resolution performance.

At MAT-ICE Limited, I maintained a 90%+ first-contact resolution rate and achieved a 100% SLA compliance record throughout my tenure. I also reduced repeat customer contacts by 25% through root cause resolution strategies and improved customer satisfaction scores by 18% within my first year.

I’m comfortable navigating CRM platforms to log, track, and resolve cases with accurate documentation and strict data confidentiality. When customers are distressed or high-tension, I use active listening and empathetic communication to de-escalate while staying professional under pressure.

Before this, I coordinated stakeholder communication as an Education Coordinator, improving information flow efficiency by 40% and elevating service delivery standards by 30% through consistent feedback mechanisms. Earlier as a Small Business Owner & Client Relations Manager, I managed order intake, complaint resolution, follow-ups, and records with a solutions-first mindset—building a loyal repeat client base over four years.