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
Virtual assistance solutions
Conflict management
Emergency management
User onboarding approach
Precision focus
Team collaboration
Effective empathy skills
Emotional awareness
Lifelong learning
Advanced Excel skills
Microsoft Office skills
Advanced spreadsheet expertise
Engagement strategies
CRM software (cloud-based)
Advanced Google Sheets skills
Expert Excel skills
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