Excellence Dele-Oke
Customer Support
Lagos
Summary
High-performing Remote Chat Support Specialist and data entry with a proven record of delivering 98% customer satisfaction, resolving 60–90+ chats per shift, and consistently surpassing KPIs through fast, empathetic, and accurate service. Skilled in multitasking, CRM tools, and clear documentation. Brings additional experience from clinical laboratory roles, demonstrating strong attention to detail, data accuracy, and strict adherence to protocols. Reliable, adaptable, and committed to excellence in both customer support and technical environments.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Remote Chat Operator/Customer support
Blackside Cooperation
08.2025 - Current
- Delivered real-time customer support through live chat, responding to high-volume inquiries with accuracy, professionalism, and empathy.
- Managed multiple chat sessions simultaneously while ensuring fast response times, adherence to company scripts, and quality communication standards.
- Documented interactions, updated customer records, and escalated complex cases to appropriate departments for quick resolution.
- Utilized CRM and chat management tools to track tickets, streamline responses, and provide efficient support to users across various time zones.
- Achieved a 98% customer satisfaction score by delivering fast, empathetic, and solution-driven support across multiple chat channels.
- Resolved an average of 60–90+ chats per shift, maintaining high accuracy while meeting strict response-time SLAs.
- Increased first-contact resolution rate by 30% through proactive troubleshooting and improved knowledge-based usage.
- Maintained a near-perfect ticket documentation record, ensuring seamless handovers and eliminating repeat customer complaints.
- Recognized by supervisors for consistently exceeding daily KPIs, including chat volume, quality assurance scores, and productivity benchmarks.
- Reduced customer wait times by up to 40% by efficiently managing simultaneous chat sessions and prioritizing urgent requests.
Laboratory Intern
Lagos State University Teaching Hospital (LASUTH)
06.2023 - 10.2024
- Maintained detailed logs, databases, and documentation with high accuracy, demonstrating strong data-entry, record-keeping, and administrative skills.
- Supported senior staff by coordinating daily workflows, preparing materials, and managing multiple tasks in a fast-paced environment.
- Monitored supplies, updated inventories, and ensured timely restocking—showcasing effective operations and resource management.
- Communicated clearly with team members and adhered to strict protocols, reflecting strong professional communication and process discipline.
- Handled patients and confidential information with discretion and reliability, following organizational standards for security and compliance.
Laboratory Intern
Redeemers Health Centre
07.2022 - 06.2023
- Logged, updated, and organized sensitive data, reinforcing strengths in documentation accuracy, information management, and confidentiality.
- Assisted staff and patients with routine inquiries and checkups, showing excellent customer support, clarity, and problem-solving skills.
- Coordinated daily administrative tasks, supported team workflow, and ensured timely completion of assignments.
- Managed labeling, tracking, and organized storage systems, demonstrating strong organizational and task-management abilities.
- Collaborated with team members to maintain smooth operations and consistently meet workflow targets.
Education
B.Sc - Microbiology
Redeemer’s University
Osun State01.2025
Skills
- Digital Tools & Platforms: Microsoft 365, Google Workspace, Asana, Trello, Slack, CRM Tools
- Administrative & Virtual Support: Calendar Setup, Email Management, Travel Planning, HR Support, Onboarding Assistance, Meeting Arrangement, Virtual Event Management
Certification
Certificate in Virtual Assistance
Timeline
Remote Chat Operator/Customer support
Blackside Cooperation
08.2025 - Current
Laboratory Intern
Lagos State University Teaching Hospital (LASUTH)
06.2023 - 10.2024
Laboratory Intern
Redeemers Health Centre
07.2022 - 06.2023
B.Sc - Microbiology
Redeemer’s University