PAULA MICHAEL
Customer Service Representative
Abuja, NG.About
Detail-oriented and empathetic Customer Service Representative with over 3 years of experience in multi-channel support, specializing in email, WhatsApp, and phone communication. Proven ability to professionally resolve complex issues, streamline processes, and enhance overall customer satisfaction, consistently de-escalating difficult situations while maintaining brand-consistent communication. Adept at leveraging CRM systems and implementing process improvements to drive efficiency and elevate service quality in fast-paced environments.
Work
Worldview International Group
|Event & Client Relations Specialist
Abuja, FCT, Nigeria
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Summary
Orchestrated end-to-end event logistics and cultivated strong client relationships to enhance brand visibility and trust.
Highlights
Orchestrated end-to-end logistics for high school fairs, ensuring seamless execution and achieving positive attendee feedback, strengthening brand relationships by 20%.
Managed comprehensive event planning and vendor coordination, establishing a reputation for reliable, detail-oriented delivery that consistently met project timelines.
Cultivated and maintained robust professional relationships with key partners and stakeholders, significantly boosting long-term brand visibility and fostering trust by 15%.
Handled multi-channel client communications and follow-ups across email and phone, resolving inquiries with 95% satisfaction rate and ensuring professional clarity.
Pearl Consulting
|Digital Communications & Administrative Coordinator
Remote, Nigeria
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Summary
Streamlined digital communications and administrative workflows for a remote team, enhancing coordination and client satisfaction.
Highlights
Streamlined digital communications and scheduling for a remote team, improving response times by 15% and ensuring seamless cross-channel coordination.
Coordinated and facilitated over 50 virtual meetings, maintaining meticulous records to guarantee consistent information flow and achieve high client satisfaction.
Managed sensitive client documentation with 100% confidentiality, upholding brand integrity and regulatory compliance in a customer-facing environment.
Optimized administrative workflows, directly contributing to a 10% improvement in customer experience quality and reducing response turnaround times.
Eagle Badger Consulting Firm
|Customer Service Representative
Abuja, FCT, Nigeria
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Summary
Served as the primary contact for customer inquiries, resolving issues promptly and implementing process improvements to enhance service efficiency.
Highlights
Served as the primary contact for customer inquiries across phone and email, resolving issues promptly and maintaining a 90% positive customer experience score.
Professionally de-escalated complex customer complaints, achieving resolution in 95% of cases while strictly adhering to company guidelines.
Maintained 100% accuracy in CRM records, ensuring seamless service continuity and supporting efficient customer interactions for over 500 clients.
Identified and analyzed recurring service gaps, proposing and implementing process improvements that reduced complaint resolution time by 15%.
Coordinated with cross-functional teams to efficiently escalate and resolve complex customer issues, closing 98% of cases within target SLAs.
Education
Nasarawa State University, Keffi
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B.Sc.
Entrepreneurship Studies
Languages
English
Certificates
ALX Virtual Assistant Certification
Issued By
ALX Africa
AI Essentials — Efficiency & Automation
Issued By
Online Certification
Skills
Customer Service & Support
Customer Inquiry Handling, Complaint Resolution, De-escalation, Client Relationship Management, Follow-up & Issue Escalation, Email & Multi-Channel Communication, Social Media Customer Service (IG/WhatsApp), Fashion & E-commerce Customer Experience, Customer Support.
Data Management & Process Improvement
CRM Data Entry & Ticket Management, Process Improvement & Pattern Recognition, Record-Keeping & Documentation, Order Management & Returns Processing.
Tools & Platforms
CRM Systems (Zendesk, Freshdesk, HubSpot), Helpdesk & Ticketing Platforms, WhatsApp Business, Instagram DMs & Comments, Email (Gmail / Outlook), Google Workspace, Microsoft Office.