Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20302275/

Work experience

Customer support representative

from 09.2023 to 01.2026 (2 years 5 months)
Elisa Oyj, Remote (IT)

• Provided advanced technical support for enterprise customers in English, and french for
• Live Chat Platforms: Intercom,
cloud and telecommunications services
LiveChat, Tawk.to
• Resolved complex technical issues with 94% first-contact resolution rate while
maintaining customer satisfaction above 4.8/5
• Customer Service Skills:
• Created and maintained technical knowledge base articles and troubleshooting
Conflict Resolution, De-
guides for internal and customer use
escalation, Active Listening,
• Collaborated with network engineers and product teams to escalate and resolve
critical customer issues affecting service delivery

Customer support representative

from 11.2021 to 04.2023 (1 year 6 months)
Konga Online Shopping Ltd, Remote (Marketing, advertising, and PR)

Managed over 150 customer inquiries daily through multiple channels including
Management, Multitasking
email, chat, and phone support for one of Nigeria's leading e-commerce platforms
• Resolved complex order fulfillment issues, payment disputes, and product returns,
achieving a 95% first-call resolution rate
CERTIFICATIONS
• Collaborated with logistics, payments, and vendor management teams to ensure
• Customer Service Excellence
seamless customer experience and reduce complaint escalation by 30%
• Developed and maintained comprehensive knowledge base documentation for
Certificate - Nigerian Institute
common customer issues, reducing average response time by 25%

Customer support representative

from 08.2020 to 03.2021 (8 months)
GTBank PIc, Remote (Finance, banking, and insurance)

Annotated and processed telecommunications data for machine learning applications
Skills for Africa (2023)
in 5G network optimization
• Developed automated data labeling scripts in Python, increasing annotation efficiency
• Professional Communication
by 40% while maintaining quality standards
Skills - Jobberman Soft Skills
• Collaborated with R&D teams to create training datasets for predictive analytics and
Training (2021)
network performance optimization models
• Maintained detailed documentation of data processing methodologies and quality
• Microsoft Excel Advanced -
control procedures for regulatory compliance

Customer support representative

from 09.2018 to 02.2019 (6 months)
MTN Nigeria Communications Plc, Remote (Telecommunications and networking)

Entered and validated research data for artificial intelligence and automation projects in manufacturing and energy sectors
• Processed over 3,000 data points weekly with 99.8% accuracy while adhering to strict research protocols and confidentiality requirements
•Assisted senior researchers in data collection, preprocessing, and statistical analysis for government-funded Al research initiatives
• Contributed to the development of automated data collection systems that reduced manual processing time by 35%