Customer service and data annotation professional with 6+ years of experience in quality assurance, training, and customer relations. Skilled in enhancing customer satisfaction and operational efficiency through quality management and data annotation expertise. Proficient in CRM tools like Zendesk, Freshdesk, Avaya, Salesforce, and Gorgias, with a track record of delivering exceptional results in B2B and B2C environments. Highly experienced in supporting e-commerce brands, leveraging platforms like Shopify to streamline operations and enhance customer experiences. Expertise includes executive support, content moderation, social media strategy, and data annotation for machine learning projects. Known for critical thinking, adaptability, and time management in fast-paced environments. Passionate about helping businesses optimize customer service delivery and improve operations through innovative, solution-oriented approaches.
Experience: 5 years
Yearly salary: $58,000
Hourly rate: $30
Nationality: 🇳🇬 Nigeria
Residency: 🇳🇬 Nigeria
Experience
Content Moderator
Majorel Kenya 2022 - 2024
Reviewed and moderated content across social media and e-commerce platforms, ensuring compliance with community guidelines. Conducted data annotation for machine learning projects, tagging, categorizing, and labeling data to support AI model training. Collaborated with cross-functional teams to refine moderation and annotation policies, enhancing data accuracy and user safety. Consistently achieved performance metrics and quality standards for high-volume content reviews.
Customer Service Representative
Airtel Telecommunications 2020 - 2022
Provided top-notch customer support via phone, email, and live chat, maintaining an 85%+ satisfaction rate. Used Zendesk, Shopify, and Gorgias to manage customer interactions, process orders, track shipments, and handle refunds and returns. Troubleshoot mobile internet and data service issues, working closely with internal teams to ensure quick resolutions. Crafted clear, helpful responses in emails and chat messages, ensuring customers felt heard and valued. Balanced multiple tasks efficiently while working independently and managing time effectively. Kept open communication with clients, teams, and management through Slack and email to stay aligned on goals. Helped reduce customer churn by 5% by proposing better engagement strategies and proactive solutions. Participated in team meetings, sharing insights and ideas to improve the customer experience.
Social Media Desk
Guarantee Trust Bank, Nairobi 2018 - 2018
Implemented social media marketing strategies, increasing engagement by 25%. Managed social media pages, creating engaging content and scheduling posts using Hootsuite. Resolved customer issues effectively through social media channels, improving brand reputation.
Quality Analyst
Guarantee Trust Bank, Nairobi 2018 - 2020
Conducted regular audits of customer interactions (calls, emails, and chats) to assess adherence to quality standards and company policies. Developed detailed quality reports highlighting trends and actionable insights, leading to a 20% improvement in customer satisfaction scores. Designed and implemented performance improvement plans for underperforming agents, resulting in a 15% increase in compliance and productivity. Collaborated with training teams to create tailored programs addressing identified skill gaps in the customer service team. Provided real-time feedback to agents on quality performance, fostering a culture of continuous improvement. Spearheaded the creation of a quality assurance framework that streamlined the evaluation process and ensured consistent service delivery. Facilitated calibration sessions with team leaders and managers to align quality expectations and standardize evaluation criteria.
Customer Service Representative
ISON Xperiences 2016 - 2018
Handled over 90 daily calls, including new customer sign-ups, data retrieval, and service cancellations via Salesforce. Trained new hires on Zendesk CRM, improving team efficiency and accuracy. Consistently surpassed the company’s satisfaction targets, achieving a customer satisfaction score of 85%.
Skills