Peace Nnamani
@peacennamani
I resolve high-volume customer inquiries across phone, email, and chat, improving satisfaction, handling time, and upsell conversions.
NigeriaWhat I'm looking for
I've supported international customers at Jumbo Health & Wellness, Zenith Carex International, and Good Tidings Global Empowerment Initiative across phone, email, and live chat. I document every interaction in CRM and ticketing systems, resolve issues on first contact, and adapt my communication for diverse clients and time zones.
My work has helped boost CSAT by 50%, reduce average handling time by 40%, and contribute to a 60% increase in upsell conversions. I also de-escalate complaints, manage outbound follow-ups, and coach call centre agents to improve quality and reduce escalations.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Jumbo Health & Wellness Ltd.
Feb 2024 - Present (2 years 8 months)
Handles high-volume inbound and outbound customer calls, emails, and live chats, ensuring first-contact resolution and accurate CRM documentation. Manages international client accounts and executes outbound follow-up calls to improve retention.
Customer Support Representative
Zenith Carex International
May 2022 - Feb 2024 (1 year 9 months)
Resolved high volumes of inbound customer calls and complaints while maintaining quality scores above KPIs. De-escalated difficult customers and coached a team of call centre agents to improve team performance.
Customer Support Representative
Good Tidings Global Empowerment Initiative
Jul 2020 - Apr 2022 (1 year 9 months)
Managed inbound inquiries across phone, email, and chat in a remote call centre environment, meeting daily targets. Accurately logged interactions in the ticketing system and escalated unresolved cases with full documentation.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Master of Education, Community Development
Completed a Master of Education in Community Development at the University of Ibadan in 2023.
University of Benin
Bachelor of Science, Adult Education
Completed a Bachelor of Science in Adult Education at the University of Benin in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Skills
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