Queen Ugochinyere Nwo
ko
Open to Remote
LinkedIn
Portfolio
Customer Service professional with 3+ years of experience handling inbound and outbound customer
interactions via phone, chat, and email in remote environments. Proven ability to deliver excellent
customer service, resolve inquiries and objections, and maintain a polite, professional, and
empathetic tone. Skilled in CRM documentation, following scripts and company policies, and meeting
customer satisfaction, quality, and performance targets. Strong communicator with a track record of
building rapport, maintaining positive customer relationships, and achieving high first- contact
resolution rates.
Skills
Customer Care: Customer Service & Support, Inbound & Outbound Calls, Phone, Chat & Email Support, Customer
Interaction, Customer Satisfaction, Customer Retention, Relationship Management
Communication: Professional Communication, Active Listening, Empathy, Rapport Building, Objection Handling, Conflict
Resolution
Documentation & Tools: CRM Tools, Call Logging, Interaction Documentation, Data Entry, Record Management
Quality & Compliance: Quality Assurance, Performance Metrics (KPIs), Target Achievement, Script Adherence, Policy &
Procedure Compliance
Experience
Customer Service Agent • DOMINION
Mar '21 – Nov '25
Handled high-volume inbound and outbound customer interactions via phone, email, and chat, maintaining a polite,
professional, and empathetic tone at all times
Provided excellent customer service by addressing customer inquiries, concerns, and objections efficiently, achieving a
95% service accuracy rate
Built strong customer rapport and long-term relationships through active listening, empathy, and clear communication
Resolved customer issues and complaints effectively, reducing repeat inquiries by 30% and improving overall customer
satisfaction scores
Followed call scripts, communication guidelines, and company policies to ensure consistent service quality and
compliance
Accurately documented customer interactions and updates using CRM tools, ensuring proper call logging and followups.
Collaborated cross-functionally with sales and operations teams to support order fulfillment, improving performance
metrics and customer experience by 20%.
Customer Service Representative • Iba Local Council Development Area • Nigeria
Jul '19 – Jun '20
Served as a first point of contact for customers, handling inbound inquiries and providing timely, accurate resolutions
across service channels
Ensured accurate documentation of service records and follow-ups, supporting efficient issue resolution and
compliance
Collaborated with internal teams by sharing policy updates and service guidelines, reducing customer complaints by
18%
Achieved a 92% first-contact resolution rate by applying strong problem
solving and objection-handling skills
Maintained clear and professional communication while managing customer concerns and escalations.
Relevant Education
Michael Okpara University of Agriculture | Bachelor in Agriculture
Certifications
On Demand IT Skills Training | Digital Witch Support Community
Mar '24
Customer Success Management Fundamentals | LinkedIn
Oct '24
Building Rapport With Customers | LinkedIn
Oct '24
De-Escalating Conversations For Customer Service | LinkedIn
Nov '24
Customer Service: Handling Abusive Customers | LinkedIn
Nov '24
