Trello
Celine Jane Oreke
Customer Support Representative
Port Harcourt,Rivers
Summary
Customer Support Representative with 3 years in contact center operations, skilled in resolving diverse customer issues via phone, email, chat, and social media. Proficient in Word, Excel, and web-based applications, ensuring precise communication and attention to detail. Demonstrates critical thinking and multitasking abilities to enhance customer satisfaction.
Overview
3
3
years of professional experience
2
2
Certifications
Work History
Customer Support Representative
IRVIN GROUP
10.2023
- Delivered end-to-end customer support for loan and investment clients, ensuring seamless onboarding, documentation, account setup, and post-sales assistance.
- Responded to client inquiries across phone, email, WhatsApp, and in-branch channels, maintaining a 95%+ SLA response rate and high service satisfaction.
- Worked closely with the collections team to follow up on loan repayments, reducing default risks and encouraging timely payments.
- Ensured compliance with internal policies, KYC standards, and regulatory requirements, keeping customer records and communications well-documented.
- Collaborated with sales, underwriting, and operations teams to expedite approvals and resolve bottlenecks, improving turnaround time on applications and service requests.
Business Development Officer
IRVIN GROUP
11.2022 - 01.2025
- Maintained 95%+ SLA response efficiency by resolving client issues, complaints, and requests promptly across email, phone, and WhatsApp channels.
- Performed timely follow-ups on repayments, reducing default risk and improving collections effectiveness.
- Increased client portfolio by 25% within 6–12 months by driving strategic lead generation, partnerships, and targeted B2C outreach.
- Achieved 90%+ customer retention rate through strong relationship management, proactive follow-ups, and personalised financial support.
- Generated up to ₦17 million in new credit and investment inflows by closing high-value deals and nurturing repeat business.
Remote Sales Representative
HOMEEASY INC
02.2022 - 05.2022
- Drove full-cycle virtual sales operations from prospecting and qualifying leads to conducting virtual property tours and closing transactions across multiple the U.S.
- Collaborated cross-functionally with marketing, compliance, and transaction teams to shorten sales cycles and reduce friction in the virtual closing process.
- Delivered compelling virtual presentations, Zoom consultations, and digital walk-throughs to educate prospects and accelerate decision-making.
- Increased lead-to-client conversion by 20%–45% through personalized follow-up and client-focused sales strategies.
- Reduced sales cycle time by 10%–25% by streamlining communication and accelerating decision checkpoints.
Education
B.Sc - Marketing
RIVERS STATE UNIVERSITY
Skills
User engagement
Accomplishments
- Quantifiable Results: Successfully resolved 90%+ of customer inquiries on first contact, improving response efficiency and boosting customer satisfaction.
- Revenue Growth: Boosted customer renewal and retention rates by up to 10–15% through proactive support, issue follow-ups, and strong relationship management.
Software
ClickUp
Salesforce
Zendesk
HubSpot
Certification
Customer Relationship Management
Timeline
Sales Force: Building an Effective Sales Strategy
07-2024
Customer Support Representative
IRVIN GROUP
10.2023
Customer Relationship Management
02-2023
Business Development Officer
IRVIN GROUP
11.2022 - 01.2025
Remote Sales Representative
HOMEEASY INC
02.2022 - 05.2022
B.Sc - Marketing
RIVERS STATE UNIVERSITY