Idorenyin Jonah

Hold an 85% CSAT across phone, chat and email by restructuring inquiry routing across Gorgias, Shopify, RingCentral and QUO. Act as primary escalation point for technical issues, running cross-device troubleshooting and handing engineering a written diagnostic summary.

Cut customer churn by 45% by rebuilding the onboarding journey and tightening operational handoffs between support, sales and product. Lifted customer satisfaction to 80% through proactive follow-up in Intercom.

Reduced customer wait times by 70% by restructuring how escalated issues moved through Kommo and Tawk.to. Made independent resolution calls on order adjustments and inventory flags, keeping fulfilment moving without overpromising.

Built the QA framework from scratch covering calls, tickets and social channels. Monitored and scored agent performance, isolating coaching gaps and delivering weekly, monthly and quarterly QA reporting with recommendations.

Handled 45 to 60 daily interactions across email, phone and social in Zendesk, Freshdesk and Xcally, holding SLA and AHT targets. Contributed to 90% customer satisfaction scores through empathetic, solution-focused support.

Up-sold to 150+ customers weekly on high-volume outbound calls while resolving inbound inquiries and complaints. Managed interaction tracking, documentation and follow-up in Ameyo contact-centre CRM.

Completed Call Centre Skills & Management training in Accra in 2024.

Completed Virtual Assistance training through ALX Africa in 2024.

Completed Quality Standards in Customer Service training via LinkedIn Learning in 2023.

Completed Six Sigma Foundations training via LinkedIn Learning in 2023.

Completed Quality Management Systems, ISO 9001:2015 training via Alison in 2022.

Completed Customer Care Management training in Lagos in 2018.

Bachelor of Forestry degree from the University of Uyo, Nigeria, completed in October 2017.