Ogheneroh AKPEDE
@oghenerohakpede
Customer service professional with 5+ years improving support quality, CRM data accuracy, and customer satisfaction.
NigeriaWhat I'm looking for
I bring 5+ years of customer service experience across healthcare, technology, and enterprise services, consistently delivering “high-quality support” through efficient issue resolution and proactive follow-ups. I manage high-volume client interactions (70+ daily inquiries) while keeping customers informed during escalations, and I drive adoption by onboarding 200+ new clients.
My impact is measurable: I improved CRM data accuracy by 35%, achieved 92% satisfaction on follow-ups, and reduced unresolved tickets by 28% through better escalation and cross-functional coordination. I also analyze support trends to implement process improvements that increased response efficiency by 25%, and I train junior staff using clear documentation and reporting.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Everything Neno Enterprise
Sep 2024 - Present (1 year 9 months)
Handled 70+ daily customer inquiries across phone, email, and chat, maintaining a 92% satisfaction rate and reducing unresolved tickets by 28% through effective escalation and follow-ups. Onboarded 200+ new clients and improved CRM data accuracy by 35% while implementing process improvements that increased response efficiency by 25%.
Customer Service Advisor
Aside Host
Apr 2022 - Aug 2024 (2 years 4 months)
Achieved a 92% first-contact resolution rate by responding to customer tickets within SLA and reducing average response time by 30%. Trained junior support staff, documented recurring issues to reduce repeat tickets by 18%, and used CRM updates and post-resolution follow-ups to increase positive feedback by 25%.
Customer Service Representative
Winiseph Care Home
Jan 2021 - Mar 2022 (1 year 2 months)
Resolved escalated customer issues and reduced repeat complaints by 20% while maintaining a 90% satisfaction rate on follow-ups. Supported 50+ daily inquiries via phone, email, and WhatsApp, improved CRM record reliability by 40%, and coordinated scheduling and reporting to improve service delivery.
Education
Degrees, certifications, and relevant coursework
Delta State University, Abraka
Bachelor of Science, Library and Information Science
2015 -
Earned a B.Sc. in Library and Information Science at Delta State University, Abraka.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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