SUSAN DOUYE KOWEI
Benin City, Nigeria • - •-LinkedIn Profile
SUMMARY
Dedicated and results-oriented customer-centric professional with experiences in customer
service and branch management. Equipped with strong communication, organizational, and
problem-solving skills. Passionate about providing empathetic support and ensuring customer
satisfaction. Seeking to leverage my skills and training to contribute effectively to your team.
WORK EXPERIENCE
Customer Service Representative, Sixbel Telecommunications
Oct 2022 - Dec 2024
Responded to an average of 50 customer inquiries per day via phone, email, and chat,
achieving a 90% first-call resolution rate, ensuring prompt and efficient issue resolution
Provided accurate information to customers about products/services, resulting in a 35%
increase in sales
Collected and analyzed customer feedback, identifying key areas for improvement, that
resulted to a 40% increase in customer satisfaction
Collaborated with cross-functional teams, enhancing sales success rates by 10%
Branch Manager, Flourish Base Microfinance
May 2019 - Aug 2022
Managed a team of credit officers, achieving a 35% increase in customer satisfaction
ratings
Resolved 95% of customer complaints, resulting in a 30% reduction in escalation rates
Implemented process improvements that increased efficiency by 45% and reduced
handling time by 20%
Developed and executed a marketing campaign, increasing new account openings by 40%
EDUCATION
Bachelor of Arts (B.A.) in English and Literature
University of Benin, Benin City, Nigeria
Sep 2009 - Oct 2013
SKILLS
Proficient in CRM and customer service software
Virtual Assistance and administrative assistance
Excellent communication and interpersonal skills
Strong problem-solving and conflict resolution skills
Team collaboration
Strong active listening skills and ability to empathize with customers
Strong organizational skills
Attention to detail and ability to handle multiple tasks simultaneously
CERTIFICATIONS
Digital Witch Support Community In-Demand IT Skills Training
Jobberman Soft-Skills Training
Feb 2025
Jan 2023
