Ekiverere Foyibo

* Leveraged Zendesk and Freshdesk for effective case management, rapid ticket escalation, and thorough tracking. * Delivered exceptional customer support through chat, email, and ticketing systems, consistently achieving a customer satisfaction score of over 97%. * Resolved inquiries and complaints with efficiency, maintaining a First Contact Resolution (FCR) rate of 95%. * Achieved 100% customer satisfaction by effectively addressing and resolving issues, leaving every caller with a positive experience. * Educated over 1000 customers weekly about product features and service usage, leading to a 25% reduction in repeat calls and an increase in overall customer engagement. * Diagnosed and addressed 95% of problems during first call, only escalating complicated cases to guarantee effective case management and shorter resolution times. Implemented basic workflow automation using Zapier, significantly reducing manual tasks and enhancing response times.

● Managed over 70 daily calls on average per day which surpassed the target set by at least 15% ● Accomplished average call resolution time from 5 minutes to 2 minutes due to effective troubleshooting ● Attained 90% first-call resolution by reducing follow-up calls and enhancing customer satisfaction