Sarah Njotea

I am a customer service professional with over three years of hands-on experience in call center operations, CRM platforms, and conflict resolution. I consistently deliver strong customer retention results and improved satisfaction metrics.

As a Customer Service Lead at MetroMile Logistics, I achieved a 90% first-contact resolution rate and trained and onboarded more than five new representatives to standardize service procedures. Previously, I improved CSAT by 12% as an Executive Assistant at Orkiel Technologies and reduced repeat complaints through timely escalation management.

In frontline roles I handled 100+ calls daily, reduced cancellations through proactive engagement, and resolved the majority of technical issues without escalation. I am skilled across multi-channel support including phone, email, chat, and social media, with a strong focus on SLA compliance and de-escalation techniques.

I hold a Bachelor of Education in History Education from the University of Ilorin and a Certified Customer Service Professional credential from Jobberman. I am passionate about delivering exceptional customer experiences and strengthening brand reputation through measurable service improvements.