About

A dedicated and results-driven Contact Center Agent with proven experience in delivering excellent customer service and technical support in fast-paced environments. Skilled in handling high call volumes, resolving inquiries efficiently, and maintaining positive relationships with customers. Known for strong communication skills, attention to detail, and a calm, professional approach to problem-solving. Passionate about helping customers find effective solutions while contributing to organizational growth and customer satisfaction.

Skills

  • Excellent communication and interpersonal skills
    10
  • Team management and leadership
    8
  • Conflict resolution and problem solving
    10
  • Technical proficiency CRM software and microsoft
    10

Experience

Peter Allan Matthew

Work experience
  • Provide confidential, non-judgmental, and accurate information to clients on family planning methods, reproductive health, and related services.
  • Handle an average of 70+ inbound and outbound calls daily, offering counselling, appointment scheduling, and referral services for clinics and partner facilities.
  • Use data entry systems to record client interactions, track service uptake, and ensure proper follow-up for continued care.
  • Support public awareness campaigns by engaging callers with verified health education messages on contraception, maternal health, and safe sexual practices.
  • Collaborate with nurses, counsellors, and outreach officers to improve the quality of remote health communication and referral accuracy.
  • Maintain strict confidentiality and uphold ethical standards when handling sensitive client information.

Peter Allan Matthew

Work experience
  • November, 2021 - December, 2022
  • Fulltime
  • Answer an average of 80+ inbound and outbound calls daily, providing prompt and professional assistance to customers.
  • Resolve customer inquiries, complaints, and technical issues efficiently, maintaining a 90% first-call resolution rate.
  • Accurately document call details and customer feedback in CRM systems for service improvement.
  • Follow call scripts and company procedures to ensure consistent and high-quality customer interactions.
  • Collaborate with team members to meet monthly service targets and improve customer satisfaction scores.
  • Upsell relevant products and services where appropriate, contributing to a 15% increase in customer retention.