Open to opportunities

Martha Cliff-Njah

@marthacliff-njah

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Customer Service Team Lead delivering top CSAT, fast resolutions, and strong remote team performance.

Nigeria

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What I'm looking for

I’m looking for full-time remote roles in U.S. time zones where I can lead or support high-volume customer service, de-escalate effectively, coordinate dispatch, and deliver top CSAT by prioritizing urgent requests and driving first-call resolution.

I’m a results-driven Customer Service Team Lead with 3+ years supporting U.S.-based locksmith companies in high-volume, remote environments. I specialize in inbound/outbound call handling, dispatch coordination, and CRM workflows—consistently driving a 96% first-call resolution rate and CSAT as high as 4.9/5.

I lead and coach remote customer service representatives handling emergency and scheduled service inquiries, maintaining a top 3% performance ranking among 40+ agents while exceeding efficiency targets for 10 consecutive months. I’m also known for calm, empathetic, solution-focused support, improving wait times by 38% through call flow management and triaging urgent requests—while growing customer retention through upselling and repeat bookings.

Experience

Work history, roles, and key accomplishments

Customer Service Team Lead

C.C. Locksmith

Mar 2024 - Feb 2026 (1 year 11 months)

Led a remote customer service team supporting emergency and scheduled locksmith services, handling 80–120 inbound/outbound calls daily while maintaining 96% first-call resolution and a 4.9/5 CSAT score. Coordinated dispatch for 25+ technicians, reducing deployment time by 32% and improving wait times by 38% through priority triage and call flow management.

Inbound Calls Dispatch Coordination Team Leadership Triage First Call Resolution De escalation

Customer Service Representative

Golden Key Locksmith

Mar 2023 - Mar 2024 (1 year)

Handled inbound and outbound customer support remotely, accurately capturing service details into CRM systems with 99% data accuracy for dispatch. Completed 40+ weekly post-service follow-ups and improved repeat service bookings by 30%, while supporting payment/invoice inquiries for $150–$600 jobs with a 98% first-time payment success rate.

Inbound & Outbound Customer Service CRM Data Entry (Salesforce Workiz Uleadz)Dispatch First Time Payment Success