Andy Bassey
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Ibesikpo Asutan, Akwa IBM (Nigeria)
Experience
Customer Service Representative
Anime BJ & Sons Limited • Akwa Ibom, Nigeria
01/2019 - 08/2023
Delivered high-quality customer service consistently, with a 95% positive feedback rating over a 6-month period.
Improved email handling efficiency by 40% through the development of new email management protocols.
Effectively managed billing disputes, reducing chargeback rates by 5% and preserving customer trust and loyalty.
Collaborated with cross-functional teams to roll out a new customer service protocol that enhanced customer
engagement.
Streamlined the process for handling escalated calls, allowing for a 20% faster resolution time.
Managed a portfolio of high-value accounts, ensuring 98% customer satisfaction and retention over 3 years.
Championed the customer feedback program, incorporating customer suggestions into service improvements.
Increased customer survey participation by 25%, gaining valuable insights that informed service delivery
improvements.
Implemented a proactive communication strategy that reduced incoming query volume by 15% through effective
problem-solving.
Spearheaded a client retention initiative that saw the recapture of 20% of lapsed accounts through strategic
outreach.
Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card
information, and product sales.
Handled customer inquiries, answered questions, and resolved problems in a timely manner.
Created a new customer database by entering customer information into a database.
Skills
Time Management, Empathy, Adaptability, Data Entry, Teamwork, Problem solving, Troubleshooting, Project
Management Tools (Trello, Monday.com, Clickup), CRM Tools (Hubspot, Zendesk, Freshdesk), Communication Tools
(Slack, Microsoft Teams, Zoom)
Education
Computer Science
Efficient Secondary Commercial School • Uyo, Nigeria
12/2021
completed courses in computer science, robotics, and statistics.
Played the position of Wide Receiver on the school football team from 2020 to 2021.
Languages
English
Certificates
Customer Service Certification, Udemy - San Francisco, CA , IT Support Skills And Tools, Digital Witch Team - Nigeria
Achievement
Distinguished graduate of Digital Witch's IT Support Skills and Tools program, where I honed a dynamic skill set to
address diverse technological challenges. Proficient in utilizing CRM software including Hubspot, Slack, Trello,
Freshdesk, Team Viewer, and Clickup. Acquired extensive knowledge in troubleshooting, system diagnostics, and client
support. Ready to leverage this expertise in contributing to innovative IT solutions and ensuring seamless operational
functionality.Successfully completed a rigorous curriculum, excelling in practical applications of CRM tools and gaining
hands-on experience in IT support scenarios.Recognized for exceptional problem-solving abilities during real-world
case studies, showcasing adaptability in addressing complex technical issues.Demonstrated leadership by actively
participating in group projects, fostering collaboration, and contributing to a positive learning environment.
