Erine Kevine, Customer Service Representative and Freelance typist

Calltech Solution

Apr 2022 – Present

Yaounde, Cameroon

Customer Service Representative

At Calltech Solution, I provided high-level customer service and support, consistently exceeding key performance metrics in satisfaction, retention, and inquiry handling. I grew customer accounts by 29% through strategic engagement and maintained accurate client data in HubSpot. By efficiently managing and escalating calls, I helped reduce resolution time by 19%, while maintaining a courteous, empathetic approach that contributed to a Net Promoter Score above 40.

VIPCALL

Jul 2021 – Apr 2022

Yaounde, Cameroon

Customer Service Agent

At VIPCall, I consistently delivered exceptional customer service, managing an average of 80 inquiries daily with a 96% customer satisfaction rate. I contributed to a 9% increase in customer retention by proactively recommending new products and grew existing accounts by 29% through excellent service and sales techniques. Additionally, I streamlined onboarding processes, reducing training time for new reps by 15%. I consistently exceeded performance metrics related to customer satisfaction, retention, and inquiry volume.

Intelcia

May 2020 – Mar 2021

Douala, Cameroon

Sales & Customer Support Assistant

At Intelcia, I contributed to the growth and retention of customers through over 200 tele-sales, expanding the client base. I utilized Microsoft Office tools to track customer experiences and marketing efforts, ensuring smooth communication and follow-ups. I provided effective account management, focusing on customer retention, and performed one-on-one sales interactions with retail customers, strengthening relationships and boosting loyalty.

Erine Kevine

Customer Service Representative and Freelance typist

Skills

Languages