GLORIA BENNETH CCSP
📧-| CUSTOMER SUPPORT REPRESENTATIVE
🔗 LinkedIn Profile:Linkedin Profile :www.linkedin.com/in/gloriabenneth
📍 Remote
CUSTOMER SUPPORT CUSTOMER SATISFACTION CRM CUSTOMER RETENTION
PROFESSIONAL SUMMARY
Customer Service Professional with 8+ years of experience handling phone, email, and chat
support in a fast-paced environment,.having achieved a 95% satisfaction rate by effectively
resolving 60-70 customer inquiries and achieving an 85% first-interaction resolution rate.
Proven ability to analyze inquiries, resolve complaints, conduct outbound follow-ups, and
ensure customer satisfaction. Adept at using CRM systems and maintaining accurate
records. Recognized for strong communication, problem-solving, and multitasking skills.
PROFESSIONAL EXPERIENCE
Customer Support Representative
British Council Nigeria (Remote) | April 2022 – Dec 2024
● Handled 50–70 customer inquiries daily across phone, email, and chat, achieving a
95% satisfaction rating.
● Resolved 85% of customer issues on first contact, reducing follow-up requests and
improving efficiency.
● Conducted outbound calls to follow up on customer concerns and gather feedback.
● Assisted customers with order status, service inquiries, and transaction-related
concerns.
● Maintained accurate records of interactions in CRM systems to ensure quick resolution
of future inquiries.
● Collaborated with internal teams to enhance service delivery and customer
experience.
Client Relationship Officer
TGM Education Kano (Remote) | Jan 2020 – Jan 2022 Part time
● Provided customer support via phone, email, and live chat, resolving inquiries
efficiently.
● Retained 90% of clients by addressing concerns, offering solutions, and providing
timely follow-ups.
● Trained 20+ team members on CRM software, improving workflow efficiency by 25%.
● Assisted clients with product information and service-related issues, ensuring a
seamless experience.
Administrative Assistant/customer Support
British Council Nigeria | Jan 2014 – March 2022
● Managed customer inquiries via phone, email, and live chat in a busy contact center.
● Resolved 60+ customer service issues daily,using clear communication, active
listening, and empathy ensuring high satisfaction rates and long-term retention
● Successfully coordinated and supported multiple high-profile events,
contributing to increased customer engagement and satisfaction.
● Collaborated with internal departments to enhance service processes and improve
customer support.
SKILLS
●
●
●
●
●
●
●
●
●
●
●
●
●
Multi-Channel Customer Support (Phone, Email, Chat)
Conflict Resolution & Complaint Management
Outbound Calling & Follow-ups
CRM Systems (Salesforce,Zendesk,Freshdesk,Hubspot,Slack etc)
Trello, Asana, ClickUp
Calendar management
Data Entry & Documentation Accuracy
Microsoft Office (Word, Excel, Outlook)
Google Slide,Sheet,Doc,Meet,One Drive
Time Management & Multitasking
Teamwork and Collaboration
Problem solving
Clients Management
● Microsoft Excel, Word, Teams,Drive, Calendly and Zoom
● Team Management
● Attention to details
EDUCATION & CERTIFICATIONS
🎓 Certified Customer Relationship Expert – Chartered Institute of Customer Relationship
Management
🎓 MBA in Project Management – Bayero University Kano
🎓 B.Eng. Chemical Engineering – Ahmadu Bello University Zaria
🎓 Postgraduate Diploma in Education– Bayero University Kano
🎓 Proficiency Certificate in Management – Nigeria Institute of Management (Chartered)
🎓 Postgraduate Diploma in Information Technology– ISP Computers
TRAININGS & ADDITIONAL QUALIFICATIONS
📌 Diploma in Customer Service – Certified by Alison
📌 Soft Skills Training – Certified by Jobberman
📌 Customer Experience Training – Certified by British Council
📌 Virtual Assistant Training – Certified by ALX Africa
📌 Customer Service, Sales and Email Marketing – Certified by Career Crafters Academy
📌 Customer Support – Certified by British Council
📌 Safeguarding –Certified by British Council
📌 Information Management – Certified by British Council
📌 Health and safety – Certified by British Council
📌
Child Protection – Certified by British Council
📌
Fraud Awareness – Certified by British Council
📌
Cyber Security Awareness – Certified by Certi Prof
