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Onokpite Prisca

@onokpiteprisca

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Customer Support Analyst at TEC Group who maintained 97% first-contact resolution across voice, email, and chat.

Nigeria

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At TEC Group, I served as a primary contact for customers across voice, email, and chat. I maintained a 97% first-contact resolution rate and documented inquiries and outcomes using CRM and communication platforms.

At Multichoice Group TV, I handled 80+ daily inbound and outbound interactions, achieving an 85% first-contact resolution rate. I reduced average handling time by 20% by improving call scripts and support workflows.

At KayJay Enterprises, I handled customer inquiries about products, pricing, and orders by phone and email. I improved inquiry-handling workflows and follow-ups, reducing average response time by 25%.

Experience

Work history, roles, and key accomplishments

Customer Support Analyst

TEC Group

Sep 2024 - Feb 2026 (1 year 5 months)

Served as a primary point of contact for customers across voice, email, and chat, handling inquiries, service requests, complaints, follow-ups, and escalations. Maintained a 97% first-contact resolution rate and managed 1,291 voice interactions with 100% customer-critical accuracy.

Customer Service Phone Support Email Support Live Chat CRM Documentation Escalation Management Follow up Multichannel Communication

Call Center Agent

Multichoice Group TV

Mar 2022 - Jul 2024 (2 years 4 months)

Managed 80+ daily inbound and outbound customer interactions in a high-volume environment, achieving an 85% first-contact resolution rate. Used RingCentral and Convoso to handle calls, document inquiries, and escalate unresolved cases.

Inbound Calls Outbound Calls RingCentral Convoso CRM Escalation Management Call Script Development Workflow Improvement

Customer Service Representative

KayJay Enterprises

Aug 2021 - Dec 2022 (1 year 4 months)

Handled 80+ daily phone and email inquiries, responding to questions on product availability, pricing, orders, and general requests. Reduced average response time by 25% and increased customer satisfaction by 15% through improved workflows and follow-up processes.

Customer Service Phone Support Email Support CRM Documentation Escalation Management Follow up Order Management