Favour Kpegeol

I’m Favour Kpegeol, and for over 2 years, I’ve been the calm in the chaos—the voice of clarity, patience, and results in Nigeria’s fast-paced telecom sector.

Working at MTN, one of Africa’s largest telecommunications companies, I wasn’t just answering phones—I was handling over 50 customer interactions every single day, each with its own urgency, frustration, or confusion. I became the difference between a customer leaving angry and one staying loyal. I resolved everything from billing errors and technical issues to service disruptions, with a 92% first-contact resolution rate. That’s not just a number—it means people didn’t have to call back. They left satisfied the first time.

I’m fluent in HubSpot and Zendesk, managing complex customer journeys across email, chat, and phone without missing a beat. I’ve mastered how to read tone through text, hear the stress behind a caller’s words, and respond with empathy and assurance. And I don’t stop at solving problems—I communicate clearly, follow up, and make sure no one feels forgotten.

But my superpower? It’s emotional intelligence—listening without rushing, staying cool under pressure, and turning even the most frustrated caller into someone who feels heard, respected, and valued. Customers remember that. So do managers. That’s why I’ve been trusted to guide new hires and collaborate with internal teams to resolve complex, high-stakes cases.

Behind every metric—92% resolution, 90%+ satisfaction—there’s a mindset: show up, solve it, own it.

Now I’m ready to bring that mindset—and those results—to a team that values customer experience as more than a department. A team that sees support as strategy, and every conversation as a chance to build trust.

Let’s create customer loyalty, one genuine interaction at a time.