Open to opportunities

kelvin isaac

@kelvinisaac

I resolve high-volume e-commerce and fintech chat issues with fast responses and strong customer satisfaction.

At ShopNaija, I handle 100–150 live chats daily across payments, shipping, and refunds, maintaining a 22-second average first response time and 94% customer satisfaction. I reduced escalations by 30% through stronger first-contact resolution and trained six new agents on scripts and CRM workflows.

Previously at PaySwift Technologies, I supported 80+ customers daily with wallet and transaction issues, educated users on KYC and fraud prevention, and cut repeat tickets by 20%. I bring hands-on experience with Zendesk, Intercom, LiveChat, Salesforce, and e-commerce and fintech support workflows.

Experience

Work history, roles, and key accomplishments

Current

Senior Live Chat Agent

Current

ShopNaija E-commerce

Jan 2022 - Present (4 years 7 months)

Handle 100-150 live chats daily with 22s average first response time. Resolve payments, shipping, and refunds with 94% customer satisfaction, reducing escalations by 30% and training 6 new agents.

Zendesk Intercom Live Chat Salesforce Order Management Returns Refunds Logistics Dispute Resolution CRM Knowledge Base Google Workspace Empathy Multitasking De escalation team training

Customer Support Agent - Fintech

PaySwift Technologies

Jun 2019 - Dec 2021 (2 years 6 months)

Provided real-time chat support for 80+ customers daily on wallet and transactions. Educated users on KYC and fraud prevention, cutting repeat tickets by 20% and maintaining 98% accuracy in Salesforce ticket logging.