Jennifer Etemah

Jennifer%20Etemah%20Customer%20Support%2 ​JENNIFER ETEMAH Customer Support Representative/Administrative 📍 Lagos, Nigeria-📞 - 🔗 LinkedIn-linkedin.com/in/Jennifer-etemah PROFESSIONAL SUMMARY Results-driven Customer Support professional with experience providing remote assistance, resolving customer inquiries, and delivering excellent service. Skilled in communication, problem-solving, and using CRM tools to manage customer interactions efficiently while maintaining high customer satisfaction. ​SOFT SKILLS •Communication Skills •Active Listening •Empathy •Problem-Solving •Time Management •Conflict Resolution HARD SKILLS • CRM Tools ( Freshdesk, Zendesk, Intercom, HubSpot) • Email & Chat Support • Ticketing Systems • Data Entry • Microsoft Office • Google Workspace • Remote tools ( Slack, Zoom) ​PROFESSIONAL EXPERIENCE Customer Support Representative at Maxroll Ltd- • Responded to 60–80 customer inquiries daily via email, phone, and live chat, consistently sustaining a 95% customer satisfaction rate. • Resolved 90% of customer issues on first contact, minimizing escalations by 20%. • Processed and tracked 150+ customer service requests weekly using CRM systems. • Assisted 500+ customers with account updates, product information, and troubleshooting. • Maintained detailed documentation of customer interactions to improve service delivery. • Achieved monthly KPIs related to response time, service quality, and resolution rate. Administrative Assistant at Hamex Limited 2024 – Present • Managed administrative support for a team of 8–10 staff members, including scheduling and internal communication. • Coordinated 10+ weekly meetings and appointments, ensuring efficient calendar management. • Organized and maintained 200+ digital and physical files, improving document retrieval efficiency by 40%. • Managed 50+ weekly emails and internal requests, prioritizing urgent communication. • Prepared reports, presentations, and spreadsheets for management decision-making. • Maintained 98% data entry accuracy across administrative documentation. ​EDUCATION Higher National Diploma (HND) – Microbiology Yaba College of Technology 2019 CERTIFICATIONS IT Support (Digital Witch Academy), Customer Support Training (Allison) REFEREES Available on Request