Princewill Ekwebelem

I am a seasoned Customer Service and Quality Assurance professional with over six years of proven experience delivering exceptional customer support, auditing service quality, and driving performance improvements across teams. My career has been built on a solid foundation of empathy, problem-solving, and technical proficiency, which allows me to seamlessly bridge the gap between frontline service delivery and backend process optimization.

In customer-facing roles, I have consistently demonstrated the ability to manage inquiries across multiple channels—including phone, email, live chat, and social media—while maintaining high satisfaction scores and meeting key performance metrics. My strength lies in active listening, clear communication, and the ability to de-escalate tense situations, ensuring that every interaction leaves the customer feeling heard and valued. I have worked with diverse customer bases and adapted quickly to new systems, products, and environments, making me an asset to fast-paced, growth-oriented organizations.

As a Quality Assurance Specialist, I bring a structured and analytical approach to evaluating customer interactions. I have developed and implemented QA scorecards, monitored compliance, and coached team members to align with best practices. By auditing calls, chats, and emails, I have been able to identify recurring issues, provide actionable feedback, and collaborate with managers to design effective training and knowledge-sharing sessions. My work has directly contributed to improved CSAT, NPS, and overall service consistency within teams.

Technically, I am well-versed in leading CRM and customer engagement platforms such as Zendesk, Freshdesk, HubSpot, and Salesforce Service Cloud. I also have hands-on experience with QA tools like MaestroQA, Klaus, and Playvox, as well as reporting tools like Excel, Power BI, and Tableau for data-driven insights. My tech-savviness extends beyond CRMs, with working knowledge of IT support basics, workflow automation, and collaboration tools like Slack, Microsoft Teams, and Google Workspace.

What sets me apart is my ability to combine a customer-first mindset with a process improvement focus. I not only resolve issues in the moment but also look deeper to address root causes, optimize workflows, and enhance the overall customer journey. My adaptability, emotional intelligence, and commitment to continuous improvement make me a strong fit for organizations that value both customer satisfaction and operational excellence.

I am now seeking opportunities where I can leverage my skills in customer service and quality assurance to help businesses deliver consistent, high-quality experiences while empowering teams to achieve their best performance.