Gift Amadi | Freelancer Resume

GIFT AMADI Customer Service Representative Lagos, Nigeria ___________________________________________________________________ PROFESSIONAL SUMMARY Experienced and customer-focused Customer Service Representative with 3 years of experience delivering high-quality support across phone, email, and live chat channels. Proven ability to resolve customer issues efficiently, handle difficult conversations professionally, and maintain high satisfaction ratings. Skilled in CRM tools, call handling, and remote work environments, with a strong commitment to providing fast, accurate, and empathetic support. ___________________________________________________________________ AREAS OF EXPERTISE • Inbound & Outbound Customer Support • Phone, Email & Live Chat Communication • Conflict Resolution & Difficult Customer Handling • CRM Documentation & Ticket Management • Customer Retention & Relationship Building • Problem Solving & Troubleshooting • Call Handling & Script Adherence • Time Management & Remote Work Discipline • Professional English Communication ___________________________________________________________________ KEY ACHIEVEMENTS • Achieved 95% customer satisfaction score by delivering fast, empathetic, and solution focused support. • Increased customer retention by 25% through effective follow-ups and relationship management • Improved call handling efficiency by 20% by using structured call flows and CRM tools • Reduced live chat response time by 50%, enhancing overall customer experience • Converted 30% of customer inquiries into paying customers with communications PROFESSIONAL EXPERIENCE Customer Service Representative (Remote) Bright Support Limited | Jan 2022 – Sep 2024 • Resolved 20–30+ daily customer inquiries with a 95% satisfaction rate by providing prompt and empathetic support across phone, email, and chat • Increased repeat purchases by 25% by building strong customer relationships and conducting timely follow-ups • Reduced average response time by 50% by efficiently managing live chat and email communications • Improved call handling efficiency by 20% by following structured scripts and documenting interactions in CRM systems • Converted 30% of leads into customers by addressing objections and clearly explaining product value • Maintained accurate CRM records of all interactions, improving tracking and follow-up efficiency • Handled difficult and escalated customer issues professionally, ensuring timely resolution and customer satisfaction • Collaborated with team members to improve service processes and maintain consistent support standards __________________________________________________________________ Customer Service Representative (Remote) NextWave Services company| Jan 2025 – Oct 2025 • Handled 30–40 customer inquiries per day via calls and emails, providing timely solutions. • Resolved 90% of issues on first contact, improving overall customer satisfaction. • Maintained accurate records of customer interactions in CRM software. • Assisted customers in navigating company products and services, achieving a 15% increase in successful upsells. • Responded to complaints and feedback promptly, reducing follow-up calls by 20%. EDUCATION BOUESTI Bachelor of Science in Accounting (BSc) ___________________________________________________________________ CERTIFICATIONS Customer Service Representatives • Bell Image Skills Academy – Completed training in Customer Service Representative skills, CRM Tools, Full customer support operations • Call center Customer Service Training – Cursa • Customer Relationship Management (CRM) – Learned Via Cousera And Udemy • Virtual Assistance Course – Hubspot Academy Jan 2022/Oct 2025 ___________________________________________________________________ TECHNICAL PROFICIENCY • CRM Tools: Zendesk, Freshdesk, Zoho Desk, Intercom, HubSpot • Customer Support Channels: Phone, Email, Live Chat • Office Tools: Google Workspace, Microsoft Office (Word, Excel, Outlook) • Customer interactions skills: Call flow, Script Adherence, Ticket Management, Complaint Resolution • Remote work Tools: Zoom, Microsoft Teams, slack, Google Meet, Team collaboration platforms