Abigail Makinde

Client Service Agent

The Credit Pros

Dec 2024 - Current (1 year 5 months)

Handled customer credit repair inquiries across phone, email, and chat channels using Salesforce, ZohoDesk, and HoduCC. Demonstrated high autonomy and accountability in remote roles, consistently meeting KPIs without direct supervision. Managed 1,200+ client records in Salesforce, ensuring data accuracy and optimizing team handoffs across departments. Flagged and logged recurring technical issues using Jira, accelerating dev team turnaround time by 30%. Managed account related issues including billing, overdue payments, and service cancellations. Handled service cancellations, applying retention strategies and resolutions. Escalated issues to appropriate departments and tracked resolutions.

Customer Support Representative

LemFi

Dec 2023 - Jan 2025 (1 year 2 months)

Identified customer needs, clarified issues, and provided timely solutions while managing ticket queues to reduce backlog using Zendesk and Slack. Partnered with cross functional teams to provide seamless customer support and focused on managing refund processes through Jira. Resolved diverse customer queries across USA, UK, Canada, Brazil, China, and other global regions. Provided high quality remote support to international clients via Zendesk, handling 100+ tickets daily with a 95% CSAT score monthly. Improved first email resolution rate by 50% through effective troubleshooting and product knowledge base use. Created and implemented macro templates, increasing average response time by 70%. Delivered comprehensive explanations of platform

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Customer Service Officer

The Eye Doctor's

Mar 2022 - Dec 2023 (1 year 10 months)

Registered and validated over 3,000 patient records using Ebony EMR. Generated invoices and receipts utilizing Sage software, reducing billing queries and streamlining the process. Verified patients' health insurance eligibility, resolving inquiries regarding medical care, benefits, and insurance claims. Improved customer service quality by promptly addressing queries, anticipating needs, and providing follow up, leading to regular customer appreciation and positive feedback. Managed monthly financial transactions exceeding 15,000,000 Million NGN, encompassing both cheque and cash processes. Addressed over 100 emails and phone calls daily, resolving inquiries to ensure customer satisfaction through a professional and empathetic approach. Co

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Human Resource Assistant

Candid Oil and Services

Oct 2019 - Jul 2020 (10 months)

Processed invoices for Chevron via Ariba and tracked payments for both expatriates and national staff. Managed timesheets for 100+ employees, ensuring compliance with internal policies. Partnered with colleagues and actively participated in business meetings, recording minutes and driving effective collaboration. Developed and presented three strategic business plans in collaboration with external stakeholders to amplify project value and facilitate growth. Organized HR data compilation, presented data for a 20-person company. Compiled and updated database for over 100 expatriates accounts while attending accurately to detail and presenting accurate information.

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