Idorenyin Jonah

Directed operational use of Gorgias, Shopify, RingCentral, and OpenPhone to streamline inquiry routing, achieving 85% CSAT. Managed Shopify operations and developed SOPs to reduce team dependency on technical staff.

Handled customer inquiries via Intercom, improving satisfaction by 80% and reducing churn by 45%. Collaborated cross-functionally to identify upselling and cross-selling opportunities.

Utilized CRM tools like Kommo and Tawk to resolve escalated issues, reducing wait times by 70%. Reviewed product information and processed backend orders to ensure accuracy and timely fulfillment.

Established CS compliance and quality benchmarks, monitored performance, and analyzed CSAT metrics. Delivered weekly, monthly, and quarterly QA reports to management.

Managed 45-60 daily customer interactions across email, phone, and social platforms, achieving 90% CSAT. Escalated complex issues and collaborated with internal teams to resolve customer-impacting issues.

Managed high-volume outbound calls, up-selling to 150+ customers weekly. Leveraged Ameyo CRM to track interactions and ensure accurate documentation.

Completed Call Center Skills and Management Training in May 2024.

Completed Virtual Assistance training in October 2024.

Completed Quality Standards in Customer Service training in January 2023.

Completed Six Sigma Foundations training in January 2023.

Completed Quality Management System (QMS) training in January 2022.

Completed Customer Care Management training in December 2018.

Pursued a Bachelor of Forestry and Environmental Management at the University of Uyo from 2012 to 2017.