Solomon Mmekan Emmanuel

MMEKAN EMMANUEL SOLOMON Customer Service Representative Professional Summary Energetic and results-driven customer service professional with 5 years of hands-on experience supporting clients across financial, food, and retail sectors. Excited to deliver seamless, empathetic, and high-quality phone-based customer service. Strong communication, appointment scheduling, and with a tech-savvy background. Areas of Expertise High-volume call center experience Call documentation & issue resolution Client retention & escalation support Upselling & cross-functional teamwork Personalized customer engagement Time and priority management Familiarity with AI tools & automation Live chat support and real-time communication Professional email etiquette & tone Multichannel customer support Professional Experience Customer Support Associate Bohaty | Remote | Jan 2023 – Present • Handled 100+ daily support calls, resolving transaction issues with a 98% first-call resolution rate. • Used CRM tools to log, track, and solve queries, reducing backlog by 30% in one quarter. • Delivered personalized assistance to users, increasing satisfaction ratings by 20%. • Maintained 100% KPI compliance on issue escalation and ticket documentation. Customer Service Representative Sellence | Remote | June 2021 – Dec 2022 • Managed high-volume customer inquiries via phone, email, and live chat, improving resolution time by 25%. • Leveraged AI-driven support tools to automate FAQs and speed up ticket routing, reducing handling time. • Used Slack and other collaboration platforms to coordinate with cross-functional teams and ensure seamless issue resolution. • Upsold value-added services and promotions, increasing average order value by 15%. • Resolved customer complaints with empathy and professionalism, raising satisfaction ratings by 40%. Customer Relationship Officer Arson | Remote | May 2019 – May 2020 • Managed client communication through emailing, texting, and outbound calling using a dialer system. • Handled support requests and ticketing through Zendesk and tracked client engagement in HubSpot. • Responded to customer inquiries and analyzed complaints, contributing to improved service workflows. • Maintained detailed customer databases and supported account management for retention campaigns. • Cultivated and sustained long-term client relationships, earning Employee of the Month twice for exceptional service. Education Bachelor of Science in Banking and Finance Rivers State University | 2018 Software Skills • • • • CRM Tools: Zoho, Zendesk, Freshdesk Communication: Zoom, Slack, Microsoft Teams Productivity: Google Workspace, Microsoft Office AI Tools for customer support