Open to opportunities

Abasi-akara Okpon

@abasi-akaraokpon

Message

I lead customer support operations for high-volume remote service teams.

Nigeria

Message

What I'm looking for

I'm looking for a customer support or operations role where I can lead remote workflows, improve service quality, resolve complex customer issues, coach team members, and strengthen efficient SOP-driven operations.

At ZahAfrica Ltd, I manage and resolve more than 100 customer inquiries daily across email, live chat, and social media while maintaining timely, high-quality service.

I investigate order delays, payment failures, cancellations, and delivery issues, using retention-focused solutions such as replacements, discounts, and order adjustments to reduce unnecessary refunds and protect revenue. I maintain detailed case documentation and collaborate through Slack and SOP-driven workflows for consistent remote service delivery.

Previously at Abee’s Consults, I coordinated customer support through Freshdesk and CRM platforms, supported administrative workflows, monitored queues, and trained newly onboarded staff on procedures and communication standards.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

ZahAfrica Ltd

Jan 2022 - Present (4 years 7 months)

Managed and resolved 100+ customer inquiries daily across email, live chat, and social media channels. Investigated and resolved order delays, payment failures, cancellations, and delivery issues, improving customer satisfaction and reducing repeat contacts.

Zendesk Gorgias Shopify Slack Excel Google Sheets Process documentation Performance Monitoring Cross Functional Collaboration

Customer Support and Operations Specialist

Abee's Consults

Jan 2019 - Dec 2022 (3 years 11 months)

Managed customer requests through Freshdesk and CRM platforms, ensuring prompt issue resolution and accurate record keeping. Coordinated with multiple departments to resolve customer concerns and improve response turnaround times.