Rosemary

Rosemary Adaobi ■ Abuja, Nigeria | ■-| ☎■ - Professional Summary Customer Service Representative with proven experience in delivering exceptional client support through phone, email, and chat. Skilled in clear communication, conflict resolution, and problem-solving, with a strong focus on maintaining customer satisfaction and building brand loyalty. Adept at handling high-volume inquiries, processing orders, and updating accounts in CRM systems while meeting performance KPIs. Core Skills • Customer Support (Phone, Email, Chat) • CRM Systems & Order Processing • Conflict Resolution & Problem-Solving • Strong Written & Verbal Communication • Time Management & Multitasking • Empathy and Customer Retention Professional Experience Virtual Assistant & Customer Service Representative Freelance / Remote — Jan 2024 – Jun 2025 • Handled customer inquiries across multiple platforms, ensuring clear and empathetic communication. • Processed client requests, account updates, and issue resolutions with accuracy and efficiency. • Maintained high customer satisfaction scores through active listening and problem-solving. • Managed scheduling, email correspondence, and administrative tasks for business clients. Call Center Representative Unateus, Kenya — Jan 2023 – Nov 2023 • Assisted customers with billing inquiries, service issues, and product support. • Resolved escalated complaints by offering timely solutions and alternative options. • Consistently exceeded daily and monthly KPIs, including call handling time and customer satisfaction scores. Education Higher National Diploma in Office Technology and Management Federal Polytechnic Oko — 2019 Technical Skills • CRM Tools (Zoho, HubSpot, Freshdesk) • Microsoft Office Suite & Google Workspace • Live Chat Platforms (Zendesk, Intercom) References Available upon request