Lidia Oyana Edu Avomo

As a customer service supervisor at Insight Global I supported the French and English team who provide excellent customer service to our clients.

My responsibilities included managing escalations and supporting agents with strategies and appropriate verbiage to effectively de-escalate situations when necessary.

I also collaborated closely with the Quality Assurance department and was responsible for evaluating agents interactions within my team as well as across other teams.

I have a Bachelor degree in Business administration and couple years of experiences in customer services; Including as a customer service representative at insight Global before becoming a supervisor.

I managed a high volume of 60 to 80 customer calls per day, providing assistance with order-related issues including order status, store locations, returns and missing packages.

Supported Michael Kors by providing exceptional customer service via Email and Phone in English and French.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.