Samuel Eba

I’m a customer-focused professional with 6+ years of experience handling client communications by phone, email, and chat, while managing accounts, processing orders, and preparing quotes with precision. In my current role as a Customer Service & Business Support Representative, I resolve inquiries across supply chain and logistics accounts, maintain complete CRM histories, and support day-to-day scheduling, correspondence, and status reporting to keep operations running smoothly.

I take pride in improving service outcomes through process and data. By building automated email and CRM workflows, I reduced lead/customer response time by 40%, and I track inquiry volume, response times, and resolution rates using KPI dashboards to flag recurring issues. Previously, as a Customer Accounts & Administrative Support Manager, I monitored and reconciled payment schedules, reduced outstanding receivables by ~30%, trained and supervised a 12-person team, and strengthened client feedback and follow-up processes; earlier, I reduced ticket backlog by 61% in my first 3 months while handling high volumes of queries and escalating complex issues with clear documentation.