Monisola Isikaye
@monisolaisikaye
Customer Support Specialist at Cariera Training Hub, handling 70+ daily inquiries and maintaining a 95% customer satisfaction rate.
NigeriaWhat I'm looking for
At Cariera Training Hub, I manage 70+ client inquiries daily through live chat and email, maintaining a 95% customer satisfaction rate. I also author and maintain FAQ and knowledge base content that improved first-contact resolution by 30%.
Previously, at BKL Outsourcing Limited, I managed live chat and email interactions using Zoho CRM and sustained response times under 60 seconds. Across my support work, I’ve handled customer complaints, analyzed feedback, and supported customer onboarding.
Experience
Work history, roles, and key accomplishments
Remote Chat & Email Support Specialist
Cariera Training Hub
Jan 2023 - Present (3 years 9 months)
Managed 70+ client inquiries daily across live chat and email, achieving a 95% customer satisfaction rate. Authored FAQ and knowledge base content, improving first-contact resolution by 30%.
Customer Service Support
BKL Outsourcing Limited
Mar 2021 - Aug 2022 (1 year 5 months)
Managed 30+ concurrent live chat and email interactions daily using Zoho CRM, sustaining response times under 60 seconds. Achieved a 95% CSAT score and resolved escalated complaints independently.
Administrative Assistant
Marfest Fashion
Jan 2019 - Dec 2020 (1 year 11 months)
Administered HR functions including employee record management and policy compliance. Screened and shortlisted candidates for entry-level positions and maintained a 95% satisfaction rate in customer interactions.
Customer Service Representative
OPay & Fair Money
Sep 2019 - Dec 2019 (3 months)
Resolved inbound customer inquiries across multiple product lines and supported the sales team by qualifying leads. Updated customer records in CRM and educated customers on financial products.
Education
Degrees, certifications, and relevant coursework
Ekiti State University
Bachelor of Arts, Linguistics
Completed a Bachelor of Arts in Linguistics at Ekiti State University in 2018.
ALX Academy
Virtual Assistant Course, Virtual Assistant
Completed a Virtual Assistant course at ALX Academy.
Joint Professional Training and Support International
Customer Care Course, Customer Care
Completed a Customer Care course at Joint Professional Training and Support International.
University of Lagos
Master of Arts, English Language
Completed a Master of Arts in English Language at the University of Lagos in 2021.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
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