Open to opportunities

Valentine Charles

@valentinecharles

Message

Results-driven customer service professional specializing in retention and first-contact resolution.

Nigeria

Message

What I'm looking for

I seek a collaborative role focused on improving customer experience, reducing escalations, and driving retention while growing in client relations and support operations.

I am a results-driven customer service professional with proven success in client relations, retention, and complaint resolution. I consistently delivered high accuracy in transaction processing and reduced escalation rates through proactive solutions, contributing to measurable improvements in customer satisfaction.

I bring hands-on experience with CRM platforms like Salesforce and ticketing systems such as Zendesk, strong written and verbal communication, and a track record of improving wait times, first-contact resolution, and account activation accuracy. I am available to relocate and eager to join a collaborative team where I can continue improving customer experience and operational efficiencies.

Experience

Work history, roles, and key accomplishments

Client Relations Officer

Apexpay

Dec 2022 - Jun 2025 (2 years 6 months)

Achieved 90% customer retention (15% above company average) and reduced complaint escalation by 60% through proactive solutions while processing 300+ daily transactions at 99.8% accuracy.

Customer Retention CRM (Salesforce)Communication Problem Solving

Customer Service Specialist

Guaranty Trust Bank Plc

Dec 2021 - Nov 2022 (11 months)

Reduced customer wait times by 40% and maintained a 95% satisfaction rate while handling 100+ daily interactions and achieving 98% first-contact resolution across 500+ complex cases.

Customer Service Queue Reduction First Contact Resolutions CRM Communication Problem Solving Phone Support

Customer Service Representative

Matrix Homes And Properties

Jan 2021 - Oct 2021 (9 months)

Handled inbound calls, chats, and emails to resolve customer issues, developed strong customer relationships, and accurately captured service needs in electronic systems to encourage repeat business.