Obinna Okere

A Customer Service Representative with experience with inbound calls, email and chat, solving problems with creativity and using tact and diplomacy to achieve win-win outcomes as well as driving brand loyalty and customer engagement. Well organized and an ability to work to tight deadlines. Effective in handling direct customer inquiries and implementing customer service policies.

I am a part of a team that simplified the query escalation process and reporting analysis for the value chain of the organization I work in. With the use of forms and sheets, we were able to capture queries in real time which helped in increasing resolution time by 33%. Also, our reporting has been able to give a true picture of the activities across the value chain in the country, with me being the team member providing intervention for queries across the South-South and Northern regions respectively. Our recommendations have helped the organization in providing necessary support which has helped the Help Journey stage across the value chain by 20% which invariably has helped in improving customer satisfaction as well as improving customer retention and improving business matrices.

Managing a customer service team