Pleasure Ukala

I bring three years+ of customer service experience across E-commerce and retail, where I consistently turn frustrated customers into happy ones. I manage high-volume enquiries, order management, and complex complaints across channels while maintaining a 95% resolution rate and strong customer satisfaction. I’m known for fast response time, empathetic communication, and a proactive approach to turning customer challenges into loyalty-building experiences.

In my current role as a Customer Service Representative, I resolve complex and non-routine customer issues independently, reducing escalation rates and improving first-contact resolution. I manage customer cases end-to-end with timely follow-up and full resolution, while keeping high productivity even when handling multiple conversations at once. I also identify recurring customer pain points and escalate trends to improve product and service delivery.

Previously, I worked as a Customer Support Agent where I managed 200+ daily inquiries via Instagram with response times under 5 minutes. I increased sales through upselling and product recommendations, contributing to a higher average order value, while maintaining strong CSAT through clear, empathetic communication and timely issue resolution. At Konga, I responded to customer inquiries and placed orders via WhatsApp and Instagram, tracked orders and provided updates, achieved a 90% customer satisfaction rating, and handled vendor list management and timely escalation of issues.