Open to opportunities

Peace Kiese Sunday

@peacekiesesunday

Message

Customer support professional with 3+ years resolving cases and boosting KPIs.

Nigeria

Message

What I'm looking for

I’m looking for a customer-centric team where I can handle high call volumes, document accurately in CRM, resolve complaints confidently, and help improve KPIs and customer satisfaction through empathetic, clear communication.

I’m a customer support professional with 3+ years of experience delivering exceptional support, resolving customer concerns, and managing high call volumes. I consistently meet KPIs, improve customer satisfaction, and build strong client relationships through attentive service and clear communication.

In my customer support roles, I handled 100+ inbound and outbound calls daily, pre-qualified individuals for Social Security Disability benefits using scripted guidelines, and transferred qualified callers to appropriate agents to increase conversion rates. I focus on empathetic explanations, accurate information, and compliance with call quality standards.

I’m skilled in CRM documentation and data entry, using tools such as Salesforce and Convoso to track interactions, update call notes, and schedule timely follow-ups. I also handle objections, manage complaint resolution and escalation, and use lead qualification and active listening to guide customers to successful outcomes.

Before specializing in support, I gained experience as an Executive Assistant managing calendars, coordinating appointments, handling inbound/outbound calls, and supporting recruitment tasks. Earlier, I worked as a NEWS Reporter—researching stories, verifying facts, and delivering clear broadcast scripts—skills that strengthen my communication and professionalism in customer-facing environments.

Experience

Work history, roles, and key accomplishments

Customer Support

Call Guru

Jan 2024 - Jan 2025 (1 year)

Handled 100+ inbound and outbound calls daily, pre-qualified Social Security Disability benefit applicants, and resolved initial inquiries to reduce escalations and improve first-call resolution. Maintained accurate CRM documentation, followed compliance standards, and transferred qualified callers to appropriate agents.

Outbound Calling Lead Qualification Complaint Resolution Social Security Disability Active Listening Escalation Handling

Customer Care Representative

Guardians Of The Nation International

Sep 2024 - Dec 2024 (3 months)

Managed inbound and outbound calls by providing accurate product information and guidance to help customers understand offerings. Maintained detailed customer records, updated databases with outcomes, escalated unresolved issues, and followed up to evaluate satisfaction and encourage continued engagement.

Inbound Calls Customer Escalation

Customer Care Representative

Molina Health Care

Jan 2024 - Aug 2024 (7 months)

Conducted outbound calls to educate customers on healthcare insurance plans and coverage benefits, handling inquiries and objections with clear, empathetic explanations. Used CRM tools to track interactions, update call notes, schedule follow-ups, and guide eligibility and enrollment processes to improve conversions.

Outbound Calling Objection Handling

Executive Assistant

Psuche HR & Business Consulting

Jun 2023 - Jan 2024 (7 months)

Managed calendars, scheduled meetings, and coordinated appointments to support smooth day-to-day workflow. Handled inbound and outbound calls, maintained organized records, supported recruitment coordination, and drafted correspondence while managing confidential information.

Calendar Management Scheduling Executive Administrative Support Outbound Calling Record Management Recruitment coordination

Customer Service Representative

JOBGAM

Jan 2022 - May 2023 (1 year 4 months)

Responded to inbound customer calls with professional assistance, resolving issues through accurate answers and troubleshooting guidance. Documented customer information and complaints in CRM systems, escalated unresolved matters, monitored feedback for recurring issues, and maintained compliance with call scripts.

Inbound Calls Customer Escalation Troubleshooting Call Script Compliance

News Reporter

NTA

Nov 2018 - Sep 2019 (10 months)

Researched and monitored media trends, wrote broadcast scripts, and conducted interviews to gather story information. Verified facts for accuracy, collaborated with newsroom teams on daily coverage planning, and revised scripts for on-air clarity while meeting tight broadcast deadlines.

Script Writing Interviewing Newsroom Collaboration