Nasigba Macpepple | Freelancer Resume

NASIGBA MACPEPPLE Customer Service Representative | Customer Support Specialist Rivers State, Nigeria PROFESSIONAL SUMMARY Results-driven Customer Service Representative with proven experience handling inbound customer inquiries, appointment scheduling, and lead conversion in fast-paced service environments. Skilled in call handling, service quoting, customer relationship management, and post-service follow-ups, consistently delivering positive customer experiences and improving retention. CORE SKILLS Inbound Call Handling & Customer Inquiries · Lead Conversion & Appointment Booking · Service Quoting & Upselling · Customer Relationship Management · Scheduling & Calendar Coordination · Customer Issue Resolution · Post-Service Follow-Ups & Retention · CRM Record Management · Customer Communication & Problem Solving · Customer Service & Client Support KEY ACHIEVEMENTS ● Handled 80+ customer inquiries daily across phone, email, and chat while maintaining high service quality. ● Achieved 90%+ issue resolution within SLA, improving overall customer satisfaction scores by 20%. ● Contributed to 25% growth in positive customer reviews through proactive service and follow-ups. ● Improved customer response time by 30% by maintaining organized records and structured communication workflows. PROFESSIONAL EXPERIENCE Customer Service Representative | Pexcel Global Services Ltd Jan 2023 – Present | Remote ● Provided multi-channel customer support (phone, email, chat, ticketing) resolving 95% of issues within SLA. ● Handled high-volume customer inquiries, providing accurate service information and troubleshooting support. ● Assisted customers with service requests, account questions, and scheduling coordination. ● Maintained accurate CRM records documenting customer interactions, requests, and solutions. ● Conducted customer follow-ups to confirm issue resolution and improve satisfaction. ● Built knowledge base resources and FAQs that reduced repetitive customer inquiries by 30%. ● Collaborated with internal teams to improve escalation and service resolution processes. Customer Support Specialist | Digital Witch Support Community Jan 2022 – Dec 2022 | Remote ● Assisted customers with product inquiries, service recommendations, and order processing. ● Provided personalized service consultations, helping customers select products that matched their needs. ● Managed customer transactions, order scheduling, and delivery coordination. ● Conducted post-purchase follow-ups to confirm satisfaction and encourage repeat purchases. ● Built strong relationships with customers, contributing to a 25% increase in positive reviews. ● Maintained accurate customer records and service details to ensure efficient follow-up communication. TOOLS & SOFTWARE: CRM Systems · Customer Support Ticketing Systems · Live Chat Platforms · Call Center Support Tools · Google Workspace OTHER EXPERIENCES: AI & Workflow Automation Specialist (N8n | Zapier | Make) (2025 Present) | Customer Support Officer - Nova Exclusive Luxury Wears Enterprises (2021) EDUCATION Bachelor of Arts, Linguistics • University of Uyo CERTIFICATIONS: IT Support – Digital Witch (2025) | Customer Relationship Management – HP Life (2025) | Customer Service Fundamentals – MindLuster (2025) | IT Customer Service Fundamentals – MindLuster (2025) | Listening Skill – MindLuster (2025) | Building Customer Loyalty Online – MindLuster (2025)