maryam ajayi
@maryamajayi1
I resolve high-volume customer issues across chat, email, and phone while sustaining 90% CSAT.
NigeriaWhat I'm looking for
At ModSquad, I serve as the primary customer touchpoint across live chat, email, and phone, resolving order, refund, billing, account-access, and delivery issues. I sustain 90% CSAT, 72% first-contact resolution, and a two-minute average handle time while meeting SLA and KPI targets.
Previously at Educratic Technologies Limited, I managed 90+ daily inquiries across time zones and improved ticket resolution time by 20% through streamlined triage and troubleshooting. I document cases carefully, de-escalate complaints, identify recurring issues, and work with technical, operations, account, and product teams to improve customer outcomes.
Experience
Work history, roles, and key accomplishments
Serve as the primary touchpoint for high-volume inquiries across live chat, email, and phone, delivering prompt, compassionate support that sustains a 90% CSAT score. Resolve order, refund, billing, and account access issues by actively listening and identifying root causes, driving a 72% first contact resolution rate.
Customer Support Representative
Educratic Technologies Limited
Jan 2023 - Dec 2024 (1 year 11 months)
Managed 90+ customer inquiries daily via live chat and email across multiple time zones, maintaining a 90% CSAT rating through accurate, empathetic, customer-focused responses. Improved ticket resolution time by 20% by streamlining triage and troubleshooting of technical, account, and platform-related issues.
Education
Degrees, certifications, and relevant coursework
Coursera
Technical Support Fundamentals, Technical Support
Technical Support Fundamentals certificate from Google through Coursera, currently in progress.
Lagos State University
Master of Science, Zoology and Environmental Biology
Pursued a Master of Science in Zoology and Environmental Biology at Lagos State University.
Ladoke Akintola University of Technology
Bachelor of Technology
Earned a Bachelor of Technology degree from LAUTECH.
Zendesk
Zendesk Customer Service Professional Certificate, Customer Service
Completed the Zendesk Customer Service Professional Certificate for Customer Service Agents.
Cisco Networking Academy
IT Customer Support Basics, IT Customer Support
Completed the IT Customer Support Basics course from Cisco Networking Academy.
Udemy
Professional Diploma in Remote Customer Support, Remote Customer Support
Earned a Professional Diploma in Remote Customer Support from Udemy.
Dxceptional CSR Academy
Professional Certification, Customer Service
Completed a professional certification from Dxceptional CSR Academy.
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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