IFREKE EMMANSON | CUSTOMER SERVICE REPRESENTATIVE-| Lagos, Nigeria| - | LinkedIn.com
PROFESSIONAL SUMMARY
Customer-focused and results-driven Customer Support specialist with 3+ years of experience in customer
service, issue resolution and CRM systems(Zoho, Zendesk and Hubspot). Proficient in resolving escalated
customer issues, optimizing onboarding processes and driving customer satisfaction. Proven track record of
reducing resolution time by 20% and improving customer retention through data-driven insights. Passionate
about delivering seamless user experiences and contributing to product improvements/business success.
CORE SKILLS & COMPETENCIES
●
●
●
●
●
●
●
●
Customer Support and Success
Issue Resolution and Customer Retention
Proficiency in CRM Systems(Zoho, Zendesk, Hubspot,Trello)
Live Chat and Phone Support
Customer Onboarding and Training
Technical Support & Troubleshooting
Data Analysis & Customer Feedback
Collaboration with Cross-functional Teams and Process Optimization
PROFESSIONAL EXPERIENCE
CUSTOMER SUPPORT AND ADMINISTRATIVE ASSISTANT
Autoplanet Galleria
Nov 2024 - Till Date
● Resolved an average of 50+ customer inquiries daily via email, chat and phone, ensuring 95%
resolution rate.
● Lead a new CRM ticketing system thereby reducing issue resolution time by 30%.
● Conducted clients follow-ups, contributing to 15% boots in customer retention.
● Recommending additional products and services to enhance customer experience by 20%.
CALL CENTRE AGENT
Versatel Marketing LLC
Oct 2022 - Sep 2024
● Handled an average of 50 outbound calls per hour placed by an automatic dialer system, maintaining a
98% customer satisfaction score.
● Rescheduled and adjusted 200% appointments weekly, ensuring seamless customer interactions.
● Collaborated with teams to analyze performance metrics, leading to 15% improvement in service
efficiency.
CUSTOMER SUPPORT
Leadway Insurance
June 2022 - Sep 2022
● Provided clear, empathetic explanations of Insurance coverage, co-pays and deductibles to clients.
● Processed 100+ insurance claims weekly, ensuring 90% accuracy in data entry and documentation.
● Assisted customers with billing concerns and policy adjustments, contributing to a 20% reduction in
escalations.
CUSTOMER SERVICE REPRESENTATIVE
Xenos Real Estate
Feb 2020 - May 2022
● Manage high-volume inbound and outbound calls, resolving customer enquiries with 90% first
contact resolution.
● Cultivated strong customer relationships, resulting in 25% increase in client retention.
● Maintained accurate records of customer interactions and transactions, ensuring a smooth operation.
EDUCATION
Bachelor of Science | University of Calabar
Public Health
2018 - 2021
CERTIFICATIONS AND COURSES
ALX VIRTUAL ASSISTANT TRAINING - CRM & Customer Support
INGENIUM CUSTOMER SERVICE FOUNDATION COURSE -Customer Engagement & Issue
Resolution
EMPOWER HER CUSTOMER SERVICE TRAINING - Customer Retention & Experience
TOOLS
Zendesk - Zoho CRM - Trello - Hootsuite - HubSpot - Live Chat - SurveyMonkey
Canva - Calendly - Google Doc - Google Sheet - Zoom - Asana - Slack
