Olivia Okoro
Customer Support Specialist
Lagos
Summary
A highly dedicated and accomplished professional, I am strategically positioned to navigate and surmount intricate business challenges, adept at making high-stakes decisions. My approach is anchored in seasoned judgment, unwavering work ethics, and an unwavering commitment to impeccable integrity. With a passion for excellence, I bring a wealth of experience to the table, contributing to the success and growth of any endeavor. My professional demeanor reflects a commitment to achieving optimal outcomes and fostering a culture of integrity and excellence.
Overview
10
10
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
Barbie’s Palace
2024.04 - Current
- Provides timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Manages and runs all the activities in the store
- Manage a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilizes CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Deliverered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhancecustomer satisfaction by addressing and resolving complex issues promptly and professionally.
Partner Client Acquisition
THCO
2022.10 - 2023.12
- Engage with potential clients to understand their needs and requirements
- Build and nurture strong relationships with existing clients
- Utilize tools like Hunter, Sales Handy, and Email Verifier to streamline client acquisition processes
- Provide guidance and support to the team in achieving acquisition targets
- Collaborate with cross-functional teams to enhance client satisfaction and retention
- Stay updated on industry trends and market dynamics to adapt strategies accordingly
- Maintain accurate records of client interactions and transactions for reference and analysis
Customer Service Representative/Sales
Cars45
2019.09 - 2020.09
- Engaged potential customers to promote and sell Cars45 products
- Utilized effective sales techniques to convert leads into successful transactions
- Demonstrated in-depth knowledge of Cars45 inventory to assist customers in making informed decisions
- Achieved and exceeded sales targets through proactive and customer-focused sales strategies
- Collaborated with the sales team to enhance overall sales performance
Loan Sales Agent
Union Bank
2019.03 - 2019.07
- Conducted outreach to eligible Union Bank customers, effectively persuading and offering them various loan products
- Processed loan applications efficiently using the STAR system, ensuring accuracy and compliance
- Actively promoted and sold a range of Union Bank products to both existing and potential customers
- Handled customer complaints and feedback through the Manage Engine platform, ensuring prompt resolution and customer satisfaction
- Collaborated with the retail unit to optimize overall sales and customer engagement strategies
Executive Assistant
Chartered Institutes of Stockbrokers
2017.06 - 2019.02
- Processed Applications, Verified Certificates
- Managed Database, Updated Information
- Marketed, Processed Memberships
- Produced Licenses, ID Cards
- Handled Administrative Duties
Treasurer
NYSC EFCC CDS GROUP
2017.01 - 2018.01
- Managed financial contributions for purchasing essential items from willing students
- Conducted informative sessions with students on corruption and its effects on society
- Took on the role of Treasurer, overseeing financial matters within the group
- Led the execution of the Group Protect project focused on traffic light control
Travel Agent (Contract)
Wakanow.com
2015.03 - 2015.09
- Served as an intermediary between the company and customers
- Facilitated booking of flight tickets, hotel reservations, and holiday packages
- Engaged in one-on-one and telephone communication with customers to provide assistance
Education
West African Examinations Council -
Penny International College
2003.01 - 2009.01
National youth service - undefined
2017.01 - 2018.01
BSC - Political Science
University of Lagos
2010.01 - 2016.01
Skills
Effective communication
Interpersonal skills
Problem-solving
Timely issue resolution
Empathy
Product knowledge
Adaptability
Time management
Team player
Attention to detail
Conflict resolution
Positive attitude
Coursework
- Telephone confidence
- Change Agility in the workplace
- Become a change Agent
- American English Pronunciation
Timeline
Customer Support Specialist
Barbie’s Palace
2024.04 - Current
Partner Client Acquisition
THCO
2022.10 - 2023.12
Customer Service Representative/Sales
Cars45
2019.09 - 2020.09
Loan Sales Agent
Union Bank
2019.03 - 2019.07
Executive Assistant
Chartered Institutes of Stockbrokers
2017.06 - 2019.02
Treasurer
NYSC EFCC CDS GROUP
2017.01 - 2018.01
National youth service - undefined
2017.01 - 2018.01
Travel Agent (Contract)
Wakanow.com
2015.03 - 2015.09
BSC - Political Science
University of Lagos
2010.01 - 2016.01
West African Examinations Council -
Penny International College
2003.01 - 2009.01