tekena west
@tekenawest
Customer service specialist driving CSAT, faster resolutions, and account growth in high-volume support environments.
NigeriaWhat I'm looking for
I am a customer service specialist with 4+ years' experience supporting telecom, e-commerce, and fintech customers, consistently achieving CSAT above 95% and improving operational metrics across teams.
I've managed high-volume interactions (phone, email, live chat), reduced average time-to-resolution by 19%, digitized processes to cut manual work by 51%, and grew accounts by 29% through upselling and proactive follow-up.
I bring strong CRM and ticketing discipline, 99% recordkeeping accuracy, data analysis skills, and a customer-first approach to collections and dispute resolution while supporting coaching and compliance initiatives.
Experience
Work history, roles, and key accomplishments
Customer Service Support
Newedge Fintech
Mar 2025 - Present (1 year 3 months)
Respond to 100–150 daily borrower inquiries via chat, email and phone, maintaining CSAT ≥90% and reducing 30–60-day delinquencies by 15–25% through tailored repayment plans.
Customer Service Support
Kenzy Natural
Feb 2024 - Nov 2024 (9 months)
Managed 70–80 daily customer interactions remotely with 96% CSAT, increased accounts by 29% via upselling, and reduced average time-to-resolution by 19% through efficient triage and escalation.
Admin / Customer Service
SME Dynamics
Jan 2022 - Oct 2023 (1 year 9 months)
Digitized ordering and payment processes reducing manual processing time by 51%, reorganized 130+ accounts improving retrieval times, and increased operational efficiency by 27%.
Customer Service Support
MTN Connect
Jul 2019 - Jan 2020 (6 months)
Provided phone and email support, documented interactions for product feedback, and proactively notified customers about service delays to reduce repeat inquiries.
Education
Degrees, certifications, and relevant coursework
Rivers State University
Bachelor of Science, Computer
Completed a Bachelor of Science in Computer-related studies at Rivers State University.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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