Grace Ogedengbe

GRACE OGEDENGBE PROFESSIONAL SUMMARY Customer service representative and administrative assistant with 3+ years of experience in customer support, quality assurance, and office administration. Skilled in data entry, scheduling, correspondence management, CRM systems, and multi-channel customer communication via phone, email, and live chat. Proven ability to resolve customer inquiries, manage records, and provide clerical support in remote and fast-paced environments. Fluent in English with strong attention to detail and organizational skills. WORK EXPERIENCE Customer Service Representative / Quality Assurance Analyst Hugo Technologies | Remote | April 2022 - Present - Handled customer inquiries and complaints via phone, email, and live chat, providing accurate information and timely resolution in alignment with company policies. - Performed data entry, maintained accurate customer records, and updated fields in Salesforce CRM to ensure complete and organized documentation. - Managed scheduling and coordination of onboarding sessions for new customers and agents, supporting smooth administrative workflows. - Monitored and reviewed customer service interactions including calls, chats, and emails to assess quality, accuracy, and adherence to company standards. - Prepared and distributed performance and productivity reports using Microsoft Excel and Google Sheets to inform management decisions. - Provided coaching and structured feedback to agents, improving individual performance and reducing process errors. - Identified recurring quality gaps and proposed corrective action plans to QA leads and project managers. - Assisted with correspondence management, internal note logging, and maintaining organized filing systems within Google Workspace. - Reduced manual error rates by over 25% through process refinement and quality control measures. - Decreased repeat support queries by 30% by resolving root technical issues during initial customer contact. - Maintained top-tier QA scores while supporting a team of over 5 customer support agents. Customer Service Representative / Telesales Jumia Group, Nigeria | January 2021 - March 2022 - Responded to customer inquiries and complaints via phone, email, and chat, delivering empathetic and efficient support to resolve service issues. - Managed order processing, shipment tracking, and delivery failure investigations, maintaining clear customer communication throughout. - Performed data entry and used Salesforce CRM to log interactions, document resolutions, and escalate complex cases as needed. - Maintained confidentiality protocols and ensured accurate information flow across the customer service department. - Participated in outbound telesales campaigns and supported cross-functional inventory coordination. - Twice awarded Customer Service Representative of the Week for achieving high customer satisfaction scores. - Improved average response times while maintaining customer satisfaction (CSAT) above 90%. SKILLS - Customer Service: Phone support, email support, live chat, complaint resolution, escalation management, customer satisfaction (CSAT) - Administrative Support: Data entry, scheduling, record keeping, correspondence management, filing, clerical support, office administration - CRM and Tools: Salesforce, Zoho Desk, Google Workspace (Docs, Sheets, Gmail), Microsoft Excel, Slack - Quality Assurance: Process improvement, interaction monitoring, error reduction, performance reporting, team coaching - Soft Skills: Attention to detail, time management, critical thinking, sound judgment, communication, multitasking CERTIFICATIONS - Customer Support, Experience and Service Skills - Udemy | January 2025 - Digital Media and Marketing Strategies - Coursera | September 2024 - Excel Skills for Business - Coursera | November 2023 EDUCATION Bachelor of Science in Philosophy Olabisi Onabanjo University, Nigeria | May 2014 - May 2018