Open to opportunities

Mmekan Emmanuel

@mmekanemmanuel

Message

I am a customer service professional delivering empathetic, phone-based support with 98% first-call resolution.

Zimbabwe

Message

What I'm looking for

I seek a customer-facing role where I deliver empathetic phone and multichannel support, leverage CRM and AI tools, drive first-call resolution, and grow into senior support responsibilities.

I am a customer service professional with three years' experience supporting clients across financial, food, and retail sectors. I deliver empathetic, phone-based and multichannel support focused on fast resolution and strong customer relationships.

I routinely handled high-volume call queues, managing over 100 daily support calls and achieving 98% first-call resolution while reducing backlog by 30% and increasing satisfaction ratings by 20%.

I leverage CRM tools (Zoho, Zendesk, Freshdesk), collaboration platforms (Zoom, Slack, Microsoft Teams) and AI tools to streamline workflows. I consistently meet 100% KPI compliance on issue escalation and ticket documentation and enjoy upselling, appointment scheduling, and improving retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Bohaty

Jan 2023 - Present (2 years 7 months)

Handled 100+ daily support calls with 98% first-call resolution and used CRM tools to reduce backlog by 30%. Increased customer satisfaction ratings by 20% and maintained 100% KPI compliance on escalations and ticket documentation.

CRM Call Resolution Ticketing Escalation Management KPIs Customer Satisfaction

Customer Service Representative

Kilimanjaro Eatery

Jun 2021 - Dec 2022 (1 year 6 months)

Managed incoming orders and inquiries, improving order accuracy by 25% and raising customer feedback ratings by 40% through empathetic complaint resolution. Upsold promotions to increase average order value by 15% and scheduled catering bookings to reduce no-shows.

Order Management Upselling Scheduling Customer Feedback Time Management

Sales and Customer Care Assistant

Lizzie Foodmart

May 2019 - May 2021 (2 years)

Supported 50+ daily transactions with 100% accuracy during peak hours and improved resolution speed by 35% by routing queries efficiently. Recommended products to boost customer loyalty and organized service flow to improve customer traffic efficiency.

Retail Sales Routing Product Recommendations