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Torkwase Binga

@torkwasebinga

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Customer Service Representative focused on product support, retention, and faster response times.

Nigeria

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What I'm looking for

I’m looking to apply my expertise in customer relations, product management, and operational efficiency to a dynamic environment—improving response times, retention, and team performance through data-driven feedback and streamlined workflows.

I’m a customer service and product management professional with 4+ years of experience in client support, team leadership, and process optimization. I’ve improved outcomes by analyzing user feedback, optimizing workflows, and implementing product strategies that strengthen retention.

In my roles, I handled inbound and outbound customer calls, resolved inquiries and complaints, and maintained accurate interaction records. I led the implementation of a new CRM system, cutting response time by 30% and improving first-call resolution rates through targeted training.

I also support cross-team customer feedback loops and operational improvements, including scheduling and communication streamlining, which reduced wait times and churn. I bring a performance-focused mindset using KPI tracking and customer experience best practices to help teams deliver consistently.

Experience

Work history, roles, and key accomplishments

Business Development Manager

Nebular Engineering Solutions Ltd.

Sep 2025 - Jan 2026 (4 months)

Handled inbound and outbound customer calls, resolving inquiries and complaints efficiently while maintaining accurate interaction records and follow-ups. Identified sales opportunities during calls and contributed to achieving call targets.

Inbound Calls Customer Relationship Management Conflict Resolution Performance Metrics

Customer Service Training

Specialty Life Insurance

Feb 2025 - Jul 2025 (5 months)

Completed structured customer service and call handling training focused on professional communication, inbound/outbound call management, and complaint resolution. Built skills in active listening, empathy, problem solving, and phone etiquette.

Customer Service Training Inbound Call Management Outbound Calling Complaint Resolution Active Listening Professional Phone Etiquette Problem Solving Communication Skills

Customer Service Representative

Amonie Fitness Centre

Nov 2021 - Jan 2025 (3 years 2 months)

Spearheaded implementation of a new CRM system, reducing response time to customer inquiries by 30%. Analyzed customer feedback to improve first-call resolution and partnered with sales to add a customer feedback loop, increasing client retention by 10%.

CRM Implementation Customer Feedback Analysis First Call Resolution Improvement KPI Tracking Customer Support Customer Retention Call Center Operations

Customer Service Representative

Biobak Fitness Gym

May 2020 - Aug 2021 (1 year 3 months)

Improved customer satisfaction by 25% by implementing personalized onboarding for new gym members and reducing churn. Optimized gym scheduling, cutting wait times for classes and equipment usage by 40%, and led a rewards program revamp to increase member engagement and loyalty by 15%.

Customer Satisfaction Onboarding Scheduling Optimization Member Engagement Wait Time Reduction