Hannah Ademola

HANNAH ADEMOLA-ADERIBIGBE Customer Service Representative, Dedicated and proactive Customer Service Representative with over 4 years of experience delivering exceptional support via phone, email, and live chat. Achieved and maintained a 96%+ customer satisfaction rate by efficiently resolving issues and exceeding expectations. Adept at using CRM tools like Zendesk, Freshdesk, and HubSpot to manage high volumes of inquiries while improving service workflows and client retention. CORE SKILLS ● ● ● ● ● Multichannel Customer Support (Phone, Chat, Email) Conflict Resolution & Complaint Handling CRM Tools (Zendesk, HubSpot, Freshdesk) Order Management & Returns Processing ● ● ● ● First-Contact Resolution (FCR) SLA Management & Time Tracking Customer Retention & Relationship Building Product Knowledge & Troubleshooting Data Entry & Customer Feedback Collection ● ● ● Upselling & CrossSelling Techniques Team Collaboration & Escalation Handling Performance Metrics & Reporting PROFESSIONAL EXPERIENCE HebronTech Data Customer Care Representative October 2024 – May 2025 ● ● ● ● Handled 100+ inquiries daily across live chat, email, and phone, maintaining a 96% CSAT (Customer Satisfaction Score). Resolved customer complaints on first contact 92% of the time, exceeding FCR benchmarks and reducing ticket volume. Processed and tracked orders, returns, and refunds for over 1,000 customers monthly with 99% accuracy. Used Zendesk and Freshdesk to manage support tickets, achieving a 98% SLA compliance rate. Rare Gems Jewelry Limited Customer Care Representative July 2023- September 2024 ● ● ● ● Provided in-depth product knowledge and troubleshooting, reducing repeat inquiries by 35%. Escalated complex issues appropriately, improving resolution speed and reducing escalations by 40%. Followed up with dissatisfied customers, improving retention and converting 20% into repeat buyers. Collaborated with sales and logistics teams to resolve issues quickly and maintain seamless service delivery. TraceSat Nigeria Limited Customer Care Representative November 2021 - June 2023 ● Logged and categorized all customer interactions, providing insights that improved product support resources. ● Collected and reported customer feedback weekly, helping drive product improvements and reduce complaints by 25%. ● Upsold or cross-sold relevant products, increasing customer lifetime value and generating an average 10% sales lift. . ● Maintained accurate customer records and updated databases with every interaction, ensuring data integrity and compliance. EDUCATION IMS Computer Training School Diploma IT CERTIFICATIONS & AWARDS ● Diploma in Desktop Publishing ● Customer Service Training ALISON | Galway, Ireland ● Diploma in Time Management ALISON | Galway, Ireland TOOLS Google Workspace (Gmail, Calendar, Drive, Docs, Sheets, Meet), Microsoft Office Suite (Outlook, Excel, Word), Trello, Asana (Task Management), Zoom, Google Meet, LiveChat (Remote Communication), Data Entry Tools (Google Sheets, Microsoft Excel)