Miracle

MIRACLE OWETA
Customer Support Representative

CONTACT PROFESSIONAL
SUMMARY
📞(234)8121523179 Customer-focused professional with 4+ years of experience in
✉️ [відкрити контакти](див. вище в блоці «контактна інформація») delivering exceptional customer support and resolving
🏠 27 Ekpenyong Effiom, CRS complex issues. Proven track record of improving customer
satisfaction, reducing resolution times, and building strong
client relationships. Skilled in CRM tools, conflict resolution,
and technical troubleshooting. I posses strong
communication skills and problem-solving abilities.

CORE
EXPERIENCE
COMPETENCIES
TechFlow - Senior Customer Support Representative
- Customer Relationship 2023 – 2025
Management (CRM) - Led a team of 5 customer support representatives,
- Issue Resolution & Troubleshooting improving team performance and customer satisfaction
- Multitasking & Time Management scores by 50%.
- Active Listening & Empathy - Implemented a new ticketing system that reduced average
- Excellent Written & Verbal response time by 30% and improved issue resolution
Communication efficiency.
- Technical Support & Product - Resolved 98% of escalated customer complaints within the
Knowledge first interaction, maintaining a 97% customer satisfaction rate.
- Conflict Resolution & De- - Collaborated with the product development team to
escalation provide customer feedback, resulting in the implementation
- Problem-Solving of 3 new features.
-English language proficiency - Conducted monthly performance reviews, increasing
overall team productivity by 15%.

EDUCATION Blue Communication Solutions - Customer Support
Representative
Bachelor of Science in Economics 2019 – 2022
University of Calabar – Calabar, - Delivered exceptional customer service via phone, email,
Cross River, Nigeria and live chat, maintaining a 95% satisfaction rate.
2019 – 2023 - Managed 50+ customer interactions daily, consistently
exceeding performance metrics (FCR and AHT).
- Utilized CRM software to log and track complaints, reducing
LANGUAGE resolution time by 20%.
- Conducted product training sessions, increasing product
English:Advanced
adoption rates by 15%.

Key Achievements
References - Reduced customer churn rate by 10% at Blue
Communication Solutions through proactive follow-ups and
Available upon personalized support.
request. - Improved team response times by 15% at TechFlow by
implementing a new feedback system.
- Trained and mentored 5 new hires, improving onboarding
efficiency and team performance.
- Consistently ranked in the top 5% of customer support
representatives based on performance metrics.

Technical Skills
- CRM Tools: Salesforce, Zohodesk, HubSpot
- Microsoft Office Suite: Word, Excel
- Communication Platforms: LiveChat, Slack, Microsoft Teams
- Basic Knowledge of Troubleshooting Software