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Kaka Bisong

@kakabisong

Customer Support Representative at LaGuida.ng, who handled complex visa support cases with a 96% first-contact resolution rate.

Nigeria

Message

At LaGuida.ng, I served as the primary escalation point for complex visa support cases and student inquiries, maintaining a 96% first-contact resolution rate on high-priority cases. I handled student communications across calls and email, with messages organized by applicant lead status.

At Niger Delta Power Holding Company (NDPHC), I managed client correspondence, documented feedback, and resolved service issues while maintaining 99% data record accuracy. I also maintained confidential client profiles and interaction records in Google Workspace.

Earlier, I scheduled property tours and virtual consultations at Apex Virtual Solutions (US), and supported custom clients at Marts Styles & Mark Couture through consultations, order tracking, and client service. At Marts Styles & Mark Couture, proactive service contributed to an 85% repeat client retention rate.

Experience

Work history, roles, and key accomplishments

Customer Support & Operations Manager

LaGuida.ng

Dec 2025 - Jul 2026 (7 months)

Served as primary escalation point for complex visa support cases and student inquiries, maintaining a 96% first-contact resolution rate. Managed multi-channel student communications and implemented CRM systems to track inquiries and case progression.

HubSpot Zoho CRM Multichannel Support Escalation Management Lead Status Tracking Email Workflows Google Workspace Appointment Setting Client Onboarding

Client Relations & Administrative Assistant

Niger Delta Power Holding Company (NDPHC)

Feb 2025 - Nov 2025 (9 months)

Handled high-volume internal and external correspondence, conducting ~400 phone touchpoints weekly and prioritizing emails by lead status. Maintained confidential client profiles and documentation systems in Google Workspace.

Google Workspace High Volume Call Handling Email Management Data Entry Client Relations Documentation SLA Compliance

Appointment Setter

Apex Virtual Solutions (US)

Mar 2024 - Jan 2025 (10 months)

Screened and evaluated prospects based on service requirements, budget, and location preferences, scheduling property tours and virtual consultations. Executed high-volume outbound calling and maintained CRM records, achieving an 18% reduction in appointment no-show rates.

Outbound Calling CRM Lead Qualification Appointment Scheduling Email Follow ups Data Entry

Customer Support / Sales Specialist

Marts Styles & Mark Couture

Nov 2020 - Feb 2024 (3 years 3 months)

Conducted face-to-face and virtual consultations with custom clients, assessing requirements and tailoring solutions. Managed multi-channel client inquiries and maintained accurate records, achieving an 85% repeat client retention rate.

Customer Service Sales Multichannel Support Client intake Order Tracking Inventory Management Retention