Maureen Bright Simon

Maureen Bright Simon email:-| Phone: - | Location: Lagos, Nigeria Portfolio: www.linkedin.com/in/maureenbsimon PROFESSIONAL SUMMARY Proactive Customer Support Specialist with 5+ years of experience providing top-notch service through phone and chat in fast-paced industries. Recognized for improving customer satisfaction scores, reducing resolution time, and mentoring new team members. Demonstrates strong problem-solving skills, empathy, and an ability to work under pressure while adapting quickly to new tools and environments. SKILLS -Customer Relationship Management. -Conflict Resolution and Follow-Up. -Strong Verbal and Written communication. -Time Management & multitasking. -Phone & Live chat support. -Tech-savvy: Zendesk, Google Workspace. EXPERIENCE Customer Service Representative Nassar & Farahat:RHS EGY - Lagos | Jan 2022 - Present -Increased customer satisfaction by 75% through quick and effective issue resolution within 24 hours. -Reduced average call handling time by 20% by accurately diagnosing problems. -Trained and supported 5 new team members, cutting on-boarding time by 2 weeks. -Handled 50+ daily customer interactions via phone and live chat. -Identified and escalated 30 recurring product issues to management. -Maintained detailed record on customer interactions, ensuring proper follow-up and resolution of issues. Customer Service Representative Dezirebuzz Integrated Services(Intimate Toys) - Lagos | March 2021 – Jan 2022 -Lowered complaint escalations by 30% through proactive customer follow-up. -Received “Top Performer” recognition twice for highest satisfaction scores. -Resolved 50+ customer billing and payment disputes weekly. -Guided customers in product selection with empathy and discretion, improving repeat customers. -Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. -Developed strong product knowledge to provide informed recommendations based on individual customer needs. Customer Service Rep The Gift Card Shop - Lagos | 2019 -Provided holiday customer support and assisted in gift recommendations. -Handled rush-hour inquiries with patience and professionalism. -Helped customers match gift cards and wraps with appropriate occasions. -Processed last minute orders accurately and swiftly during peak shopping hours. -Refunded money and adjusted bills to resolve customer service or billing complains. EDUCATION Bachelor of Science in Mass Communication National Open University of Nigeria.