Salome C.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Salome C. is a Remote Customer Support Specialist with over four years of experience in high-volume call center and virtual customer service environments across the beverage and event management industries. At Label 5 Whiskey, she managed 50+ daily customer interactions via phone, email, and chat, consistently achieving 85–90% first contact resolution (FCR) and maintaining elevated customer satisfaction scores by expertly resolving cases and reducing escalation rates. Previously, she supported 100+ clients per event at Pearl Ushering Agency, excelling in complaint handling during fast-paced operations. Salome leverages advanced skills in CRM tools such as Zendesk, Freshdesk, and HubSpot for ticket management and documentation. She is adept in remote work, proficient in collaboration solutions, and equipped to meet global customer service standards.
Experience
Customer Engagement Assistant
Label 5 Whiskey · 2023 — 2025Managed over 50 inbound and outbound customer interactions daily through phone, email, and chat. Achieved a first contact resolution rate of 85–90% by identifying issues and delivering effective solutions. Ensured high customer satisfaction through empathetic communication and professional interaction. Employed CRM tools for case management, maintaining accurate documentation and prompt follow-ups. Gathered and analyzed feedback from numerous customer interactions weekly to enhance service quality. Adhered to SLA standards to meet response and resolution times while successfully minimizing escalation rates through proficient complaint handling and de-escalation strategies.Customer Service Assistant
Pearl Ushering Agency · 2018 — 2022Supported over 100 customers during events in a dynamic service environment. Addressed customer inquiries and resolved issues effectively, thereby maintaining high satisfaction levels. Successfully de-escalated over 80% of complaints, leading to improved service outcomes. Ensured consistent quality of service during peak times to maintain operational efficiency. Collaborated with team members to fulfill service delivery objectives and meet customer expectations. Provided clear communication to customers about services, processes, and what to expect.
Skills & Expertise
Education
- Bachelor of Education (B.Ed), Guidance and CounsellingUniversity of Benin, Nigeria · — — 2025
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