CHIGOZIE PASCHAL OKAFOR
London,UK
Summary
Experienced professional with focus on customer service and satisfaction. Enhance client relationships and resolve issues promptly using strong communication and problem-solving skills. Consistently deliver positive outcomes by providing tailored support and fostering welcoming environment. Friendly and driven individual with strong communication and problem-solving skills, coupled with ability to adapt to new challenges quickly. Adept in customer interactions and conflict resolution. Ready to enhance customer satisfaction and contribute to team success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Management Executive
Internet Solutions Nigeria Limited
Lagos, NG
01.2024 - 04.2025
- Increased sales through effective customer service frameworks and feedback analysis.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Analyzed and Managed customer complaints and generating effective technical solutions.
- Streamlined IT processes that add value to the customer and the business.
- Assisted customers in making informed decisions by providing detailed product information.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 35%.
- Built sustainable business relationships and trust with customers and partners through open and interactive communications.
- Supported the business goals by identifying opportunities for improvement and evaluated performance against best service practices.
- Improved the efficiency, effectiveness and quality of services provided to customers to align with the business goal and stakeholders.
- Identified, collected and analyzed the data which are required for measuring availability i.e total incidents, MTTR and closed incidents.
- Developed a knowledge base system for common issues and solutions to improve customer expectations and reduce complaints.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Developed strong relationships with customers fostering business loyalty and trust.
Customer Care Representative
Internet Solutions Nigeria Limited
Lagos, NG
06.2021 - 12.2023
- Enhanced customer satisfaction by delivering timely and efficient support service.
- Managed client expectations by maintaining consistent and clear communication.
- Developed strong rapport with each customer, encouraged repeat business.
- Drove customer retention, building engaging relationships through every interaction.
- Supported over 30 continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Implemented effective strategies to deal with difficult situations or disgruntled customers.
IT Technical support intern(NYSC)
Ladoke Akintola University of Technology
Ogbomosho, NG
03.2020 - 03.2021
- Managed database administration tasks, ensured data integrity and confidentiality.
- Assisted in network configuration for seamless connectivity and ensure uptime of 99%.
- Maintained IT inventory, ensured availability of essential devices.
- Facilitated training sessions for non-technical staff members.
- Provided support, education and training to increase user confidence navigating IT systems.
- Answered user questions about hardware and software operation to help resolve problems.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
Customer Service Intern
Deli Foods Nigeria Limited
Lagos, NG
07.2018 - 02.2019
- Monitored inventory levels regularly, preventing potential stock-outs or overstocks.
- Compiled daily reports highlighting areas requiring managerial intervention.
- Enhanced customer satisfaction by resolving over 20 daily queries promptly.
- Delivered excellent customer service to improve overall client experience.
- Built relationships with customers, resulting in increased trust and loyalty.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Education
Master of Science - Cybersecurity Technology (in-view)
Northumbria University
London 05.2025 -
Bachelor of Technology - Information Management Technology
Federal University of Technology Owerri
Imo, Nigeria 10.2014 - 11.2019
Skills
- Data Analysis
- Problem-solving
- Team Leadership
- Relationship Management
- Customer Service
- Incident Management & Support
- Helpdesk operations
- Active Directory Management
- Empathy & Accountability
- Effective Communication
- Leadership
- Time Management
- Adaptability
- Critical Thinking & Analytical thinking
- Proficient in MS Office suite
Certification
- IT Service Management System Foundations (ITIL).
- Scrum Fundamental Certificate Examination.
- Business Analysis Core Concepts.
- Data Analytics with Excel, Power BI, Tableau, SQL & R.
- MikroTik Certified Network Associate (MTCNA.
- Introduction to Cybersecurity Tools & Cyber Attacks Badge Issued by IBM.
- Google IT Support Professional Certificate.
- IT Service Desk: Customer Service Fundamentals Issued by LinkedIn.
REFERENCES
Available on requests.
Timeline
Master of Science - Cybersecurity Technology (in-view)
Northumbria University
05.2025 -
Senior Customer Service Management Executive
Internet Solutions Nigeria Limited
01.2024 - 04.2025
Customer Care Representative
Internet Solutions Nigeria Limited
06.2021 - 12.2023
IT Technical support intern(NYSC)
Ladoke Akintola University of Technology
03.2020 - 03.2021
Customer Service Intern
Deli Foods Nigeria Limited
07.2018 - 02.2019
Bachelor of Technology - Information Management Technology
Federal University of Technology Owerri
10.2014 - 11.2019
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