Confidence Uzu

I am  Confidence uzu, a software development student at SAIT with a passion for building innovative tech solutions. With experience in various projects, including game development, web design, and blockchain, I am driven to explore the intersection of creativity and technology. When I'm not coding, you’ll find me learning about chess, sketching out game ideas, or staying active with soccer

Customer Service Representative

Cake Boulevard, Lagos Nigeria                                                                                              Dec 2021 – Jan 2023

• Acted as an interface between the company and clients, liaising with other departments to ensure accurate and timely resolution of billing discrepancies and inquiries.
• Delivered outstanding customer service by assisting clients and finding solutions to questions around account management, product features, services, and billing.
• Handled 200+ inbound calls weekly where accurate documentation of every interaction with clients was provided and ensured that information and resolutions provided complied with company policies.
• Consistently exceeded quality assessment metrics, achieving +90% quality scores on monthly reviews and evaluations by effectively handling difficult and irate customers whilst demonstrating empathy and emotional intelligence.
• Reviewed and processed documented interaction against client requirements and service history ensuring they leave the conversation feeling satisfied and in control.
• Escalated issues to the appropriate support team when necessary and provided customers with accurate service level agreement timeline for resolution.

Ensured proper interaction notes were documented according to company standards

• Diploma in Software Development, Southern Alberta Institute of Technology (SAIT)- In view
• High School Diploma, St. Francis High School