Catherine Oniah

I’m a results-driven remote Customer Service Representative with 5+ years of experience in high-volume customer support, scheduling coordination, and CRM-based service environments. I handle inbound and outbound inquiries through phone and email, focusing on issue resolution and first contact resolution (FCR). In my most recent role as a Customer Support & Scheduling Coordinator (Remote) at KNCV Foundation, I managed 50+ daily customer inquiries and reduced customer wait times by 30% through improved scheduling workflows and request triage. I maintained 100% accuracy in CRM documentation and served as the first point of contact for routine issues, escalating complex cases as needed. Previously, at Sycath Limited, I handled 80+ daily interactions in a remote call center and achieved 90%+ FCR through structured triage and escalation processes. I was promoted to Team Lead within 6 months and trained/onboarded 30+ remote agents on customer service workflows and CRM usage, strengthening my ability to deliver excellent customer experiences in fast-paced environments.