Lydia Ishaka

Lydia Ishaka Customer Service Professional- - Doha, Qatar Profile Dedicated and result-driven customer support specialist with 13+ years of experience in customer-facing roles both in banking and hospitality industries. Proven expertise in resolving complex customer complaints, managing teams and enhancing customer satisfaction through personalized service. Professional Experience Customer Support Specialist, A Few Wood Men Respond to customer inquiries about orders, returns, and shipping. Handle complaints professionally and provide solutions. Maintain clear and timely communication within company SLA. Advise management of demand and resources required, tag and allocate queries. Familiar with Gorgias, Shopify, Slack, DeepL to support customers with their shopping experience. • 01/2025 – present Atlanta, United States • • • • Customer Service/Chat Support, Intelligent Hospitality and Cleaning Handle 100+ daily chats, achieving a 95% satisfaction rate by providing accurate product information and resolving issues quickly. Manage order tracking with a 2-minute first response time, improving customer retention by 20%. Boost order value by 15% through personalized upselling and cross-selling duringcustomer interactions. Collected and analyzed feedback from 500+ customers quarterly, maintaining a 95% customer satisfaction rating and identifying key areas for service improvement, resulting in a 10% rise in positive reviews. Designed and implemented a chat flow guide that decreased average chat handling time by 10%, enhancing service efficiency 03/2024 – 12/2024 Doha, Qatar Customer Service Representative, Access Bank Plc Assisted 200+ customers monthly with troubleshooting on online platforms and ATMs, achieving a 95% resolution rate. Provided detailed support for account inquiries, handling up to 150 account openings, closures, and transactions weekly. Resolved 90% of access issues e.g., password resets, account lockouts on first contact, boosting customer convenience. Managed front-end operations, including cash handling and ATM custodianship, ensuring seamless and friendly customer transactions. Increased ATM uptime by coordinating maintenance schedules, leading to a 20% reduction in customer wait times. 04/2019 – 12/2023 Abuja, Nigeria Customer Service Representative, Diamond Bank Plc Delivered exceptional customer support to over 300 clients monthly,resolving 98% of inquiries and issues within 24 hours to ensure high satisfaction and loyalty. Leveraged CRM tools like Gorgias, Zendesk, Freshdesk, Intercom to record over 150 customer interactions daily, effectively managing and documenting service problems and reducing complaint resolution time by 20%. 03/2010 – 04/2019 Abuja, Nigeria • • • • • • • • • • • • Collected and analyzed customer feedback, achieving a 95% satisfaction rating by implementing improvements and addressing concerns to enhance overall customer experience. Responded to 200+ inbound calls and emails weekly, providing accurate product information and assistance,resulting in a 20% boost in customer retention and a 15% increase in cross-selling opportunities. Provided detailed support for account inquiries handling up to 150 account openings, closures, and transactions weekly • • • Skills CRM & Data Management Active Listening II Effective Communication Problem Solving II Customer Satisfaction Compaint Management Telephone support II Online Chat support Inbound and Outbound Calling Customer feedback and satisfaction Education Bachelors Degree, Environmental Science and Resource Management, National Open University of Nigeria Certificates ALX Virtual Assistant Certificate •Digital Witch IT Support •Customer Service Fundamentals •Serving Customer through Chat and Text 04/2013 – 10/2017 Abuja, Nigeria