Lum Carine Suh

PERSONAL DETAILS Name: Lum Carine Suh Phone: - Email:-Address: simono - grunau 123 Vilnius, Lithuania Nationality: Cameroonian LinkedIn: www.linkedin.com/in/lum -suh-1 a3ba72b2 Professional Summary Customer-focused Customer Service Representative with 4years of experience delivering high-quality support across digital channels. Proven track record of achieving first-contact resolution (FCR), meeting service level agreements (SLAs), and driving customer satisfaction (CSAT) improvements. Skilled in CRM platforms and data-driven performance metrics. Recognized for professionalism, clear communication, and maintaining a positive customer experience in fast-paced, remote environments. Core Skills & Competencies • Customer Experience (CX) Optimization • Issue Resolution & Escalation Management • CRM Tools (Zendesk, Salesforce, HubSpot, Freshdesk) • First Contact Resolution (FCR) / Service Level Agreements (SLA) • Email, Chat, & Phone Support • Written & Verbal Communication • Data-Driven Performance Metrics • Remote Collaboration Tools (Slack, Teams, Zoom) • Problem-Solving & Conflict Resolution • Professionalism & Positive Attitude Professional Experience TELUS International Philippines Customer Service Representative 2023 – 2024 • Delivered customer support to an average of 60 to 100 clients daily, addressing inquiries and concerns with a 95%+ resolution rate, boosting customer satisfaction (CSAT). • Resolved customer issues within SLAs, achieving a 70% first-contact resolution (FCR) rate and reducing repeat inquiries by 50%. • Communicated clearly across multiple channels (email, chat, phone), ensuring accurate, professional, and empathetic support. • Consistently maintained a positive, solutions-oriented demeanor, earning recognition from supervisors for customer experience excellence. MTN CAMEROON — Customer Support Specialist 2020 – 2022 Handled 60 to 80 of inbound and outbound support interactions per day. • Collaborated with cross-functional teams to streamline issue escalation, reducing average handling time. • Created and maintained knowledge base documentation, improving team efficiency and customer self-service adoption. Recognized for achieving top performance ranking in customer satisfaction surveys. Education Presently studying business management in kazimieras simonavicius university Lithuania Diploma in Mass Communication in siantou university complex Cameroon 2013 Technical Skills • CRM: Salesforce, Zendesk, HubSpot, Freshdesk • Communication: Email, Chat, Phone, Social Media Support • Tools: MS Teams, Zoom, Google Workspace, MS Office • LANGUAGES English (Native) French (B2) upper intermediate ADDITIONAL INFORMATION Available to start immediately Willing to work flexible hours and weekends Comfortable working remotely .