CECILIA SOMEFUN
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Performance-oriented customer service professional with Three (3) years of experience in delivering exceptional customer
service and enhancing customer satisfaction across global time zones. Proven ability to leverage strong communication and
problem-solving skills to resolve inquiries effectively, streamline workflows, and drive process improvements. Skilled in
utilizing CRM systems for accurate data management and reporting, enabling informed decision-making and strategic
insights. Demonstrated success in collaborating with cross-functional teams to align customer needs with business
objectives, fostering strong relationships and contributing to organizational success. Committed to delivering quality
solutions while adhering to KPIs and SLAs. Strong communicator with a customer-first mentality and a passion for
problem-solving.
CORE COMPETENCIES
Proficiency in Microsoft Office (Word, Excel, PowerPoint) • Customer Relationship Management (CRM) • Call Centre
Operations • Customer Service • Conflict Resolution • Communication Skills • Multitasking • Problem-solving • Team
Collaboration • Time Management • Attention to Detail • Process Improvement • Technical Support • Customer Retention • Sales
& Lead Generation • Data Entry • Technical Support • Project Management • Leadership Skills • Administrative Support
PROFESSIONAL WORK EXPERIENCE
Customer Service Representative
KEYVILLE ENTERPRISE LTD
January 2024 – Present
• Proficiently used PRIMO DIALLER to deliver empathetic and practical support to customers in a fast paced call
centre environment, expertly managing over 50 inbound and outbound calls daily while cross-selling and up-selling
services to enhance customer value.
• Demonstrated exceptional multi-tasking by handling simultaneous inquiries across phone, email, and chat while
collaborating remotely with cross-functional teams to ensure service delivery.
• Maintained a 96% customer satisfaction rating and improved customer retention by 20% through effective issue
resolution, achieving a high first-time resolution rate and driving business growths.
• Utilized strong communication skills to de-escalate challenging situations and provide clear, concise information,
while also building good rapport with customers.
• Proficiently used Zendesk to manage support tickets, prioritize tasks, and ensure timely resolution, while
collaborating with cross-functional teams to ensure seamless and comprehensive service delivery.
• Enhanced first contact resolution rates by 75% by applying product knowledge and proactive problem-solving
skills to address diverse customer issues.
Customer Service Representative
TECHYGROUND DIGITAL SOLUTIONS
December 2021 – December 2023
Maintained a 97% customer satisfaction rating and contributed to a 15% increase in customer loyalty, through
proactive issue resolution, exceeding team targets and driving business growths.
Provided prompt and professional support across multiple channel using Freshdesk, consistently maintaining
customer satisfaction ratings while handling over 45 inbound and outbound calls within company standards.
Contributed to team goals by improving customer satisfaction rating by 25% within 10 months, resulting in a net
promoter score (NPS) of 30.
Diagnosed and troubleshot basic technical issues to ensure seamless resolution for customers, maintaining system
stability, and performance by 27%.
Demonstrated excellent communication and professional etiquette in all client interaction, effectively resolving
inquiries and escalating issues to the appropriate departments when necessary.
Developed solid and customer-focused relationships by delivering timely, knowledgeable support and keeping upto-date with product offerings.
EDUCATION
Bachelor of Science in Physiology
• Federal University of Technology - Akure, Nigeria | October 2021
PROFESSIONAL CERTIFICATIONS
Diploma in Customer Service
TECHNICAL PROFICIENCIES
•
CRM Systems | Customer Success Management (CSM) | Google Workspace | Dropbox | Zoom | Skype | Slack
| Zendesk | Freshdesk | Meta | Intercom |Outlook |Calendly | Zoho | Microsoft Teams |Microsoft Office |
Livechat|Primo Diallers |Salesforce
References available upon request
