Chinenye Okeke
Virtual Assistant/ Customer Service Representative
Lagos,Lagos
Summary
Personable Virtual Assistant || Customer Service Representative offering 10 years of experience resolving account and service concerns for customers, bringing top-notch skills in oral and written communication. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Detail-oriented and empathetic. Focused on surpassing expectations and driving team success.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
Work History
Senior Customer Service Representative
FEDERAL AIRPORTS AUTHORITY OF NIGERIA (FAAN)
Lagos, Lagos
11.2019 - Current
- Promptly respond to estimated 300 customer inquiries via phone, email, and chat daily, ensuring prompt and accurate resolution of their complaints
- Utilized CRM tools effectively for efficient tracking and reporting of over 250 customer interactions and outcomes daily
- Collaborate with internal teams to address customer needs and improve customer satisfaction
- Maintain in-depth understanding of product and service information to offer educated responses to diverse customer questions
- Consistently exceeded performance targets by over %100, earning recognition as top-performing Senior Customer Service Representative lead on multiple occasions
Sales and Marketing Field Officer
SAHARA GROUP
Lagos, Lagos
08.2017 - 12.2018
- Coordinated sales and marketing of Automated Gas Oil (AGO), Premium Motor Spirit (PMS) and Aviation Turbine Kerosene (ATK) to over 200 existing and new customers across multiple channels daily
- Increased estimated 150 client satisfaction levels by providing timely and accurate information on project progress daily
- Conducted market research and analyzed over 250 customer feedback to identify opportunities for product and service improvements weekly
- Contributed to project success by actively participating in planning sessions, providing essential input based on field experience
- Developed strong relationships with stakeholders, fostering trust and open lines of communication during site visits and weekly meetings
Customer Service Representative
Mobile Telephony Network Nigeria (MTN)
Lagos, Lagos
08.2014 - 09.2016
- Provided exceptional customer support and resolved over 300 customers issues per day
- Answered about 250 customer telephone calls and chats promptly to avoid on-hold wait times daily
- Ensured customer loyalty and satisfaction through effective communication and problem-solving skills with utmost professionalism and empathy
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, increased in sales by 20% upselling and creating positive experiences
Education
Master of Science - Public And International Affairs
University of Lagos
Akoka - Lagos, Lagos State 11.2019 - 05.2023
Bachelor of Arts - English And Literature
University of Benin
Ugbowo, Edo State 10.2008 - 10.2012
Skills
Certification
IT Customer Support Training, 2023
References
Available upon request.
Timeline
Master of Science - Public And International Affairs
University of Lagos
11.2019 - 05.2023
Senior Customer Service Representative
FEDERAL AIRPORTS AUTHORITY OF NIGERIA (FAAN)
11.2019 - Current
Sales and Marketing Field Officer
SAHARA GROUP
08.2017 - 12.2018
Customer Service Representative
Mobile Telephony Network Nigeria (MTN)
08.2014 - 09.2016
Bachelor of Arts - English And Literature
University of Benin
10.2008 - 10.2012
IT Customer Support Training, 2023
The Fundamentals of Digital Marketing (GOOGLE), 2021
Combating Human Trafficking (Airports Council International ‘ACI'), 2021
Customer Service Certification (MTN NIGERIA), 2014
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