Open to opportunities

Prudence Meyene Lawrence

@prudy

I resolve customer issues across calls, chat, and email while improving satisfaction, retention, and first-contact resolution.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve customer issues across calls, chat, and email, work collaboratively across time zones, and use CRM tools to improve customer satisfaction and retention.

I've supported customers at Call Gurus, Helpware, Access Bank, and Food Village across outbound calls, live chat, and email. I focus on clear communication, rapport, and practical resolutions that keep customers moving forward.

At Call Gurus, I achieved a 70% First Contact Resolution rate, a 95% Customer Satisfaction score, and a two-minute Average Handling Time by using consistent troubleshooting steps, structured scripts, and CRM workflows.

I've also qualified leads, handled objections, explained trading and banking products, and maintained accurate customer records. I'm comfortable working independently across time zones in remote teams using cloud-based CRM and communication tools.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Call Gurus

Jan 2026 - Jun 2026 (5 months)

Handled outbound calls, live chat, and email support, achieving a 70% First Contact Resolution rate and 95% Customer Satisfaction score. Maintained an average handling time of 2 minutes per call and logged interactions in CRM.

Outbound Calls Live Chat Email Support CRM Troubleshooting First Contact Resolutions Customer Satisfaction Average Handle Time

Customer Support Specialist

Helpware

May 2024 - Feb 2026 (1 year 9 months)

Delivered tailored outbound support, handled objections, and qualified leads based on investment interests. Educated clients on trading procedures and platform navigation to reduce repeat inquiries.

Outbound Support Objection Handling Lead Qualification CRM Client Education Trading Procedures

Customer Support Specialist

Access Bank

Dec 2022 - Apr 2024 (1 year 4 months)

Followed up on leads from marketing campaigns, converting prospects into active clients. Identified customer financial needs and recommended suitable banking solutions, explaining loan options and investment packages.

Lead Follow Up Customer Needs Analysis Banking Products Financial Services Sales

Customer Support Specialist

Food Village

Jan 2020 - Nov 2022 (2 years 10 months)

Processed customer orders and handled cash, card, and digital payments accurately. Promoted and upsold food items and combo deals, contributing to increased daily sales.

Order Processing Payment Handling Upselling Sales Customer Service