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@afomaritaeliasokonkw
Experienced customer support and operations analyst focused on service efficiency.
BrazilI am an operations-focused customer support specialist who resolves complex cases and improves service delivery with speed and accuracy.
I have provided expert-level support for escalated issues, guided teams on complex cases, and monitored KPIs to improve response times and customer satisfaction, consistently meeting or exceeding performance metrics.
My hands-on experience includes supporting a leading gaming company via Zendesk chat and managing escalations through Jira, as well as using Back Office, Pandora, and Ariadne to streamline workflows and build strong customer relationships.
I am growing my analytical skills through the IBM Data Analyst Coursera program, hold a BA in History and International Studies, and seek roles where I can optimize processes, coach teams, and deliver measurable improvements in customer experience.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Work history, roles, and key accomplishments
ATAtento
Jun 2024 - Sep 2025 (1 year 3 months)
Provided customer service for a leading gaming company via Zendesk chat and managed escalations through Jira and internal tools, achieving a consistent 10/10 customer satisfaction rating. Developed strong customer relationships and consistently met performance metrics.
Marvelrock Pharmacy and Stores
Jan 2018 - Jan 2022 (4 years)
Managed customer service, maintained accurate customer records, and oversaw inventory to deliver seamless customer experiences and increase customer loyalty. Addressed inquiries promptly and streamlined store operations.
Gilwel Pharmacy and Stores
Jan 2015 - Jan 2018 (3 years)
Led customer service and stock management at Gilwel Pharmacy and Stores in Ushafa, Abuja, employing proactive inventory strategies to enhance customer experience and drive sales. Generated and nurtured sales leads to support business objectives.
Degrees, certifications, and relevant coursework
Professional Certificate, Data Analysis
Enrolled in the IBM Data Analyst Professional Certificate on Coursera to develop data analysis and visualization skills.
Professional Certificate, Customer Service
Completed the CVS Health Call Centre Customer Service Professional Certificate on Coursera in January 2024.
Certificate, Customer Service & Relationship Management
Completed a Customer Service & Relationship Management Certificate at Izoduwa Resource Center.
NUBachelor of Arts, History and International Studies
Completed a Bachelor of Arts in History and International Studies at Nnamdi Azikiwe University in 2012.
Software and tools used professionally
BrazilYou can contact AFOMA RITA and 90k+ other talented remote workers on Himalayas.
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