RACHAEL AYENI |CUSTOMER SERVICE REPRESENTATIVE
Working Remotely
Answering Customer Inquiries|Resolving Issues| Maintaining Customer Records.
● Customer Service Representative with 4+ years extensive remote experience in
delivering exceptional customer support and enhancing customer satisfaction.
● Proven track record in managing high-volume inquiries, resolving issues efficiently, and
maintaining accurate CRM records to ensure personalized service.
● Skilled in proactive follow-ups, consultative communication, and cross-functional
collaboration,consistently improving workflow efficiency and contributing to increased
customer loyalty and revenue.
● Proficient in multiple customer support platforms, virtual meeting tools, and CRM
systems, with strong verbal and written communication, problem-solving, and
empathy-driven engagement skills.
Work Experience
Customer Service Representative
Guaranty Trust Bank,PLC
August 2023-October 2025
Remote
● Managed high-volume customer inquiries through email, chat, and phone, resolving an
average of 50+ tickets daily with a 95% first-contact resolution rate to ensure timely and
effective issue resolution.
● Enhanced customer satisfaction by 30% through empathetic communication, active
listening, and proactive follow-ups, consistently maintaining a customer satisfaction
score (CSAT) of 4.8/5.
● Collaborated with cross-functional teams to streamline response templates and improve
workflow efficiency, reducing average response time by 20% and boosting overall team
productivity.
● Successfully cross-sold and upsold products and services,resulting in a 20% in sales
revenues.
● Accurately documented and updated customer interactions in CRM systems, ensuring
100% compliance with data accuracy standards and contributing to more personalized
customer support experience.
Customer Support Associate
January 2020-July 2023
Atlantic International University,Honolulu Hawaii,USA
Remote
● Provided exceptional customer support to prospective students by responding to
inquiries, addressing concerns, and guiding them through the admissions process to
ensure a positive and seamless customer experience.
● Delivered personalized and empathetic communication during student consultations
and virtual sessions, improving overall customer satisfaction and increasing enrollment
conversions by 25%.
● Collaborated with cross-functional teams, including academic and financial
departments, to resolve application-related issues promptly and accurately,
demonstrating strong problem-solving and organizational skills.
● Maintained detailed and accurate student records in CRM systems with meticulous
attention to detail, ensuring 100% compliance with institutional policies while enhancing
data-driven decision-making and student engagement.
Skills
●
●
●
●
●
●
●
●
●
●
●
Inbound and Outbound Call
Proactive Support and Follow up
Strong written and Verbal skills
Customer Support Platforms(Zendesk,Freshdesk,Intercom)
Virtual Meeting Tools(Zoom,Teams,Googlemeet)
Google Workspace and Microsoft Office Suite
Inquiry Management and Response Efficiency
Empathy Driven Customer Engagement
CRM Systems(Salesforce,Hubspot,Zoho)
Consultative and Persuasive Communication
Multiplatform Support
Education
Federal University Lokoja,Kogi
BSc-Mathematics
Certifications
ALISON-Diploma in Customer Service
ALX-Certificate in Virtual Assistance
CISCO NETWORKING ACADEMY-Diploma in Data Sciences.
