Nancy Ekwerigbe
@nancyekwerigbe
Customer service professional with 5+ years in KPI-driven contact centre and technical support.
CanadaWhat I'm looking for
I am a results-driven customer service representative with over five years of experience in high-volume, KPI-driven contact centre environments, focused on delivering excellent customer satisfaction and reliable technical support.
At Concentrix I serve as a Senior Technical Support Associate, resolving complex technical and account issues across phone, email, and chat while consistently meeting AHT, FCR, CSAT, QA, and schedule adherence targets; I also support onboarding and training of new hires.
Earlier roles in hybrid and onsite centres and in logistics reinforced my skills in escalation handling, accurate documentation, CRM usage, and cross-functional collaboration, and I hold an MSc in Management and a BSc in Marketing.
Experience
Work history, roles, and key accomplishments
Deliver high-volume inbound technical and account support across phone, email, and chat, consistently meeting KPIs (AHT, FCR, CSAT) and resolving escalated, high-risk cases to preserve customer retention.
Customer Relations Representative
Hinduja Global Solutions
Jan 2019 - Jan 2021 (2 years)
Provided frontline customer and technical support in a KPI-driven hybrid call centre, maintaining high call quality and CSAT while managing escalations and collaborating with cross-functional teams for timely resolutions.
Logistics Customer Associate
Agofure Motors
Jan 2015 - Jan 2017 (2 years)
Managed customer complaints and coordinated resolutions with operations and back-office teams, maintaining accurate documentation and meeting service-level targets, recognized for service excellence.
Education
Degrees, certifications, and relevant coursework
University of Windsor
Master of Science, Management
Completed a Master of Science (MSc) in Management focusing on advanced management principles and practices.
Covenant University
Bachelor of Science, Marketing
Completed a Bachelor of Science in Marketing with coursework in marketing strategy, consumer behaviour, and business fundamentals.
Availability
Location
CanadaAuthorized to work in
Job categories
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