ROBERT NKAMA
Customer Service Representative
(- |-| Life-Camp, Gwarinpa District, Abuja 900108
PERSONAL STATEMENT
Experienced and reliable customer service representative with over 4 years of working experience providing
assistance in a busy call centre setting. Strong dedication to helping customers resolve issues and
cultivating a positive image of the company. Excel in both team environments and alone (remotely). Proven
ability to listen actively, solve problems quickly and efficiently, and create high-quality professional
relationships with clients and also capable of leading a team. Fully committed to following company policies
and creating a customer experience that fosters satisfaction and long-term customer retention.
WORK EXPERIENCE
Customer Service Team Lead,
OUTSOURCE GLOBAL, Abuja
19th Nov,
2023–August, 2024
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Lead and motivate a team of 15 customer service representatives to achieve and exceed performance
targets.
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Analyse performance metrics and implement action plans to address areas for improvement.
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Actively participated in the onboarding and mentoring of new team members, contributing to their
quick integration and success.
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Conducted weekly performance reviews, provided constructive analysis, and recognized outstanding
achievements to boost team morale.
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Develop and implement strategies to improve team productivity, efficiency, and overall customer
satisfaction.
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Recognized unfavourable trends, communication techniques, and call handling proficiency in call agents’
interactions with clients, and delivering essential training and coaching to enhance the skills and
etiquette of call agents geared towards providing quality customer experience.
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Tracked the advancement or decline in the performance of call agents relative to key performance
indicators (KPIs) in quality assurance.
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Provided advanced customer support, handling complex inquiries, and resolving escalated issues.
Customer Service Representative,
OUTSOURCE GLOBAL, Abuja
5th Mar, 2021– 13th
Nov, 2023
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Provided top-notch customer support to disabled Americans to qualify them for disability benefit
through various communication channels, including phone, email, and live chat.
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Acted as the primary point of contact for customers, addressing inquiries, resolving issues, and
providing information about products (Company's portal platform) and services (EMR process).
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Made outbound calls to clients with the aim of assisting them in electronically retrieving their
medical records for SSDI & SSI benefits.
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Handled incoming and outgoing support calls from clients, addressing their inquiries and resolving
issues involving the company's product and services.
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Utilise CRM software such as Salesforce to maintain accurate customer records and track
interactions.
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Provided technical support to clients in navigating web browsers, utilising the Gmail app,
navigating healthcare portals, and implementing portal setup and recovery procedures.
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Managed and resolved customer complaints with a focus on turning negative experiences into
positive outcomes.
Virtual Assistant,
AFROEMPORIUM, ONLINE E-COMMERCE STORE
13th Dec, 2019 –
13th Oct, 2020
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Added, updated, and maintained product listings on the website, wrote compelling product
descriptions and optimised them for search engines, as well as managed product images and
ensured they met quality standards.
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Provided prompt and courteous responses to customer inquiries and concerns via email and chat.
Also assisted customers with product recommendations, sizing, and order-related issues and
resolved customer complaints and issues in a timely and effective manner to maintain high
customer satisfaction experience.
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Monitored stock levels, restocked products as needed, and conducted regular inventory audits.
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Informed the purchase- team when stocks levels were low or out of stock.
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Created recap reports to convey information about competition trends and new product
introductions
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Monitored incoming orders and ensured timely processing, verified and updated order details,
shipping information, and tracking shipments. Also handled order cancellations and returns in
accordance with the Afroemporium policies.
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Maintained up-to-date records
Teacher Assistant,
NATIONAL YOUTH SERVICE CORP (NYSC), Ekiti-West, Ekiti State, Nigeria
20th Oct, 2021– 20th
Mar, 2022
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Collaborate with lead teachers to develop and implement lesson plans, ensuring alignment with
curriculum objectives.
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Assist in classroom management, including behaviour reinforcement and conflict resolution
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Assisted in the design and execution of age-appropriate activities to stimulate cognitive and social
development.
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Provided academic support to school students in various subjects, including Economics, English,
Accounting and Marketing.
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correspondence.
EDUCATION
University of Calabar, Calabar Cross River State, Nigeria
BSc. Banking and Finance
Mar, 2014 - Mar,
2019
African University of Science and Technology (AUST), Galadimawa, Abuja
Certification in Python Programming.
KEY SKILLS
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Customer Service: Warm & Cold Calling, Email & Chat Support, Phone Support, Data Entry,
Administrative Support, Customer Support, Product Knowledge, Customer Retention
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CRM Tool Proficiency: Salesforce, Spreadsheet, VoIP (VICIdial), Debugging
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Collaborative Tool Proficiency: Slack, Zoom, Canva, Google Meet, Bitrix, Chatbox
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Excellent interpersonal, communication, analytical, and organisational skills
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Data Analysis and Reporting Skills
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Leadership & Supervisory Skills
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Training and Development Skills
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Team Collaboration Skills
Other Programmes
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National Youth Service Corps (NYSC), 2021 – 2022
ACHIEVEMENTS
"Top Customer Service Team" award | Year: 2023
“Top Customer Rep” | Portal Syncs: 20 per day | Year: July 2023
Consistently maintained customer satisfaction ratings of 95-99.75%.
