Mercy Kalu
@mercykalu
Experienced customer support specialist with a focus on SaaS solutions.
NigeriaWhat I'm looking for
I am a dedicated Customer Support Specialist with over four years of experience in delivering exceptional service across various industries, including SaaS, finance, and BPO. My expertise lies in resolving high volumes of customer interactions daily, consistently exceeding quality standards. I take pride in my ability to enhance customer satisfaction through effective issue resolution and cross-timezone collaboration.
Throughout my career, I have successfully processed up to 145 customer interactions daily, significantly improving internal workflows and reducing ticket resolution times. My contributions have been recognized with awards such as 'Staff of the Month' and 'Most Productive Staff.' I am passionate about mentoring team members and optimizing remote workflows to ensure seamless customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Hugo
Dec 2022 - Jan 2024 (1 year 1 month)
Processed between 110 and 125 support tickets daily across multiple platforms with consistent top-tier quality. Reduced average ticket resolution by improving internal workflows from 12 to under 8 minutes. Authored and implemented a troubleshooting SOP used by 8+ team members, boosting support speed across shifts.
Customer Support Associate
Sterling Bank
Jun 2021 - Dec 2022 (1 year 6 months)
Handled an average of 90+ client queries daily through chat and phone support, maintaining accurate records in CRM. Accelerated client onboarding documentation from 3 days to under 36 hours through automation suggestions. Cleaned and updated over 1,500 CRM entries, eliminating recurring data conflicts and improving case lookup speeds.
Customer Service Representative
Optiva Capitals
Jan 2019 - May 2021 (2 years 4 months)
Completed over 200 outbound collections calls per day, maintaining service compliance and accuracy. Successfully resolved 8 out of 10 escalated payment-related complaints without supervisor intervention. Helped reduce average response backlog from 3 days to less than 24 hours by restructuring call scripts.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor of Arts - BA, History and International Studies
Availability
Location
NigeriaAuthorized to work in
Job categories
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