Open to opportunities

AFOMA RITA ELIAS OKONKWO

@afomaritaeliasokonkw

Message

Experienced customer support and operations analyst focused on service efficiency.

Brazil

Message

What I'm looking for

I seek a customer-focused operations role where I optimize workflows, manage escalations, coach teams, and improve KPIs within a collaborative, data-driven environment.

I 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.

Experience

Work history, roles, and key accomplishments

Digital Relationship Specialist

Atento

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.

Zendesk Back Office Pandora Ariadne Jira Chat Support Customer Relationship Management Customer Escalation

Manager

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.

Inventory Management Customer Service Records Management Team Supervision Microsoft Excel

Manager

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.

Customer Service Stock Management Team Leadership Inventory Control Customer Relationship Management