ADOBEZE, NNEKA FLORENCE
PROFESSIONAL SUMMARY
Dedicated and customer-focused professional with over three years of experience in customer service and support
roles. Skilled in resolving customer concerns, managing high call volumes, and delivering personalized solutions to
ensure satisfaction and loyalty. Proven ability to exceed customer expectations, improve team performance, and
contribute to organizational success. Experienced in using CRM tools, handling inquiries efficiently, and building
positive customer relationships.
WORK EXPERIENCE
Customer Care Representative/ Call Centre Agent
PrimePath –Remote
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Delivered exceptional service by managing over 100 daily inbound and outbound calls, achieving a 95%
customer satisfaction rate, and contributing to enhanced customer retention and loyalty.
Delivered precise information and effective solutions to customer inquiries, achieving a 90% first-call
resolution rate and enhancing overall customer satisfaction and efficiency
Documented customer interactions, leading to a 20% reduction in follow-up issues and improving overall
service efficiency and accuracy.
Mentored and onboarded 5+ new hires, improving overall team efficiency.
Strengthened customer loyalty by providing personalized experiences and timely follow-ups, which led to
a 15% Customer retention rate.
Customer Support Representative
Rosyco Empire – Remote
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May 2023 – Present
May 2021 – February 2023
Developed Comprehensive FAQ Resources, which reduced SLA resolution times by 30% and improved key
performance indicators (KPIs) by streamlining customer self-service and decreasing repetitive inquiries.
Efficiently routed complex problems to appropriate teams, reducing resolution time by 25% and enhancing
customer satisfaction with quicker problem-solving.
Enhanced customer retention by 30% by promptly addressing inquiries, improving service quality, and
fostering long-term loyalty through personalized support.
Optimized client operations by managing communications, schedules, and project updates, ensuring
seamless coordination and consistently meeting 100% of project deadlines.
Maintained data confidentiality by handling sensitive customer and business information with zero
breaches, ensuring trust and compliance with privacy standards.
SKILLS
• Customer Support: Complaint Resolution, Inbound & Outbound Calls, Troubleshooting
• Communication: Active Listening, Verbal & Written Communication, Empathy
• Customer Relationship Management (CRM): HubSpot, Zendesk, Intercom, Freshdesk
• Project Management Tools: Asana. Trello, Monday.com, ClickUp
• Technical Skills: Google Workspace, Microsoft Office Suite, Scheduling Tools (Calendly, Acuity)
• Soft Skills: Patience, Problem-Solving, Conflict Resolution, Team Collaboration.
EDUCATION
Nnamdi Azikiwe University, Awka – Anambra, Nigeria
B.Sc, Food Science and Technology
November 2016 – May 2021
CERTIFICATIONS
Customer Service Skills – Linkedin
IT Support – Digital Witch Community
