Favour

APEJI AWUDA FAVOUR
Tbilisi, Georgia • Email: [відкрити контакти](див. вище в блоці «контактна інформація») • Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Results-driven Customer Support & Retention professional with hands-on experience across sales support, technical troubleshooting, and conflict resolution. Proven in high-volume call-centre environments (120+ calls/day), streamlined scheduling and workforce prioritisation, and improving response times by 20% while sustaining high CSAT/NPS. Skilled in multi-channel support (phone, email, chat), KPI tracking (AHT, FCR, CSAT/NPS), and CRM-led process improvement. Comfortable in fully remote, distributed teams and US time zones.
CORE SKILLS
• Customer retention strategy • Customer support excellence
• KPI monitoring & performance optimisation (CSAT, NPS, AHT, FCR)
• Call-centre operations • Queue/workforce management • Scheduling
• Team leadership & training • Telephone & email etiquette
• CRM proficiency (ticketing, notes, data integrity)
• Conflict resolution & de-escalation • Complaint handling
• Multi-channel engagement (phone, email, chat)
• Data analytics • Process improvement & light automation

PROFESSIONAL EXPERIENCE
Freelance Customer Support & Virtual Assistant — Remote
Mar 2025 – Aug 2025
• Provided on-call customer support for small US service businesses; handled high-volume phone/email/chat queues.
• Managed appointment scheduling, calendar ownership and CRM hygiene to keep workflows on track.
• De-escalated complaints and clarified pricing/service scopes to drive first-time resolution and protect retention.
• Produced quick SOPs/templates to standardise responses and reduce average handling time.
Secretary & Virtual Assistant — Fresh Air Duct Cleaning Services (Remote)
Dec 2024 – Feb 2025
• Oversaw appointment scheduling and diary management for field teams.
• Delivered administrative support and professional customer correspondence (email & phone).
• Assisted with report collation and documentation; ensured accurate records and timely follow-ups.
• Prioritised workforce tasks to enhance efficiency and on-time service delivery.
Call-Centre Operator & Virtual Assistant — Lamar Locksmith, USA (Remote)
Jan 2024 – Dec 2024
• Handled 120+ inbound/outbound calls daily; triaged enquiries and scheduled jobs.
• Provided clear pricing and service breakdowns; set expectations to drive first-time resolution.
• Maintained accurate CRM/ticket notes and data entry to support efficient field operations.
• Delivered courteous support and de-escalation to uphold CSAT/NPS targets.
Customer Care Representative — DXPAT (USA,REMOTE)
Jun 2023 – Jan 2024
• Delivered exceptional customer support across phone and email with swift issue resolution.
• Contributed to customer-engagement strategies and knowledge-base updates.
• Improved average response time by 20% through refined triage and template optimisation.
EDUCATION
Caucasus International University — 2018
Tbilisi, Georgia
ADDITIONAL INFORMATION
• Open to remote/global roles
• Tools: CRM/ticketing systems, spreadsheets, VoIP diallers, chat platforms
• References available on request