FAITH UYI
Lagos, Nigeria • LinkedIn
CUSTOMER SERVICE REPRESENTATIVE
SUMMARY
Results-driven Customer Service Representative with 1 year of experience delivering outstanding client care,
technical assistance, and problem resolution across phone, email, and chat support channels. Skilled in CRM
systems, ticketing software, and Microsoft Office Suite to manage customer accounts, process inquiries, and
track service requests efficiently. Adept at active listening, conflict resolution, and maintaining a positive
disposition in high-pressure situations. Proven ability to handle escalated issues, improve customer satisfaction
scores, and support cross-functional teams to meet service-level agreements. Committed to enhancing the
customer experience, strengthening brand loyalty, and contributing to company growth through exceptional
service delivery.
CORE SKILLS
● CRM Systems (e.g.,
Zendesk, Hubspot)
● Microsoft Office Suite
(Word, Excel,
Outlook, PowerPoint)
● Google Workspace
(Docs, Sheets, Gmail)
● Live Chat & Email
Support Platforms
● Data Entry & Record
Management
● Basic
Troubleshooting &
Technical Assistance
● Customer Feedback
Tracking & Reporting
● Excellent
Communication
(Verbal & Written)
● Active Listening &
Empathy
● Conflict Resolution &
Problem-Solving
● Positive Disposition &
Professional
Demeanor
● Attention to Detail &
Accuracy
● Patience &
Composure Under
Pressure
● Adaptability in
Fast-Paced
Environments
● Team Collaboration &
Cross-Functional
Support
● Customer Satisfaction
& Relationship
Building
● Multitasking & Time
Management
PROFESSIONAL EXPERIENCE
Coolbucks Limited, Lagos, Nigeria
Customer Service Representative
August 2024 – May 2025
● Resolved an average of 50+ customer inquiries daily via phone, email, and live chat, achieving a 95%+
customer satisfaction rating.
● Handled challenging situations with professionalism and empathy, successfully de-escalating 98% of
escalated complaints within the first point of contact.
● Collaborated with cross-functional teams to improve response times, reducing average resolution time by
20% while maintaining service quality.
● Built and maintained strong customer relationships, leading to a 15% increase in repeat business through
personalized support and follow-ups.
● Demonstrated speed and accuracy in responses, consistently meeting or exceeding service-level
agreements (SLAs) for first reply and resolution times.
● Utilized CRM systems (Zendesk, Hubspot) to document interactions, track issues, and provide data-driven
insights for service improvements
EDUCATION
AMBROSE ALLI UNIVERSITY, Lagos, Nigeria
Business Administration
CERTIFICATIONS & OTHER
● Virtual
Assistant Certification- Savvy Academy
February 2024
