Alfred N.
Senior Customer Experience Specialist
Open to offersNew to PlatformAbout
Alfred U. is an experienced Customer Experience (CX) Specialist and Customer Support Representative with over seven years of expertise supporting US, UK, and international companies across industries including logistics, fintech, retail, employee benefits, travel, and interior design. Operating in high-volume remote roles, Alfred U. has demonstrated measurable impact in areas such as inbound and outbound customer support, CRM systems administration, and sales support operations, utilizing tools like Pipedrive, Zendesk, Zoho, Convoso, and VICCI Dialer. He has improved key performance metrics including first-contact resolution, appointment conversion, and escalation reduction while maintaining 99% data accuracy and delivering detailed performance reporting. Alfred U.'s background features contributions to companies such as DSC Communication Centre (Damart), Carolina Logistics Inc., Opay Digital Services, PJEK Enterprise, Kinzel Benefits, and Victory Travels, servicing diverse client bases in fully remote settings.
Experience
Customer Service Representative
DSC Communication Centre (Damart) · 2026 — PresentManaged customer interactions through inbound and outbound calls, resolving inquiries and complaints professionally. Handled order processing, returns, and exchanges while ensuring order fulfillment was accurate and coordinating delivery issues. Conducted back-office tasks, including data entry and maintaining current customer records in CRM systems.Customer Support and Engagement Associate
PJEK Enterprise & Kinzel Benefits · 2025 — 2025Conducted over 500 outbound interactions each day to confirm and schedule qualified appointments. Enhanced appointment show-up and conversion rates by 20% through effective objection handling and proactive follow-up. Ensured 99% accuracy in CRM documentation while providing daily reports to leadership.Customer Service Representative
Carolina Logistics Inc. · 2023 — 2024Handled 100 to 200 customer interactions daily using phone and CRM platforms. Increased first-contact resolution rates by 30% by optimizing processes and maintaining structured communication. Collaborated with cross-functional teams to provide real-time updates and manage pipelines effectively.Service Center Agent
Opay Digital Services · 2022 — 2022Delivered inbound and outbound customer support in a fintech setting. Achieved a 28% reduction in escalations by resolving issues effectively and demonstrating customer empathy. Generated daily reports on performance and activities accurately.Customer Service / Information Officer
Victory Travels · 2021 — 2021Confirmed travel bookings, managed schedule changes, and mitigated cancellations through proactive outreach. Enhanced customer satisfaction and response times with structured follow-up systems.Virtual Assistant (Customer Support & Scheduling)
Blue Shades Interiors · 2019 — 2021Oversaw remote scheduling and reminders, ensuring smooth client communication workflows. Increased operational efficiency by 35% through systematic tracking and reporting methods.
Skills & Expertise
Education
- Bachelor of Education (B.Ed.) in Social StudiesUniversity of Ilorin
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