Patricia Gowon

GOWON PATRICIA CBQ 34 Nigeria Army Military Cantonment, Ikeja, Lagos State |-|-,- CAREER SUMMARY Dedicated and empathetic Customer Service professional with 3 years of experience in delivering high-quality support across diverse industries. skilled in conflict resolution, communication, and maintaining customer satisfaction. Proven ability to handle high-volume of calls while maintaining attention to detail and professionalism. Proficient with CRM systems and committed to continuous improvement. ACADEMIC QUALIFICATION 2017 — 2019 Higher National Diploma (HND): Accounting | Benue State Polytechnic, Benue State 2014 — 2016 National Diploma (ND): Accounting | Benue State Polytechnic, Benue State WORK EXPERIENCE February 2021 — January 2025 Customer Service Representative | Cashigo International Limited, VI, Lagos State  Investigated and resolved discrepancies on customer’s payments accounts via inbound calls, email and chats.  Provided accurate, valid & complete payment details by using the right method for customers.  Guided customers through services procedures compiling, sorting and verification of customer Information for deficiencies and errors.  Kept track of assigned customers’ accounts to identify outstanding payments. 5. Negotiated pay off deadlines or repayment plans with customers. Record all interactions and commitments in the CRM system May 2020 — Febuary2021 Customer Support Associate| Hat Global Nigeria Limited, Oregun, Lagos State 1. Handled an average of 60+ customer interactions daily via phone, email, and chat. 2. Resolved customer complaints efficiently, reducing escalation rates by 20%. 3. Maintained a 95% customer satisfaction rating through proactive problem-solving. 4. Collaborated with internal departments to streamline service processes. 5. Assisted customers with order placement, refunds, and product information. March 2015 — May 2016 Customer service/Sales Representative | Evergreen Store, Ikeja, Lagos State 1. Physical Selling skills with prospective clients to listen to their needs and concerns. 2. Managed customers’ expectations and stayed sensitive to body languages. 3. Developed and maintained a strong customer relationship for repeated patronage. 4. Reduced customers’ complaints by over 60% through effective communication and relationship management 5. Social media campaigns to improve engagement. 1|P age Core Competencies          Customer Relationship Management (CRM) Conflict Resolution & Complaint Handling Verbal & Written Communication Problem Solving Time Management Multitasking & Organization Sales Support & Upselling Team Collaboration Microsoft Office & Call Center Software REFERENCE Available on Request 2|P age