Amarachi Okonkwo

I am a dynamic and results-oriented Call Center Agent with over 5 years of experience in delivering high-quality customer support in fast-paced environments. I excel at managing high call volumes, handling up to 150+ calls daily, while maintaining a 95%+ customer satisfaction rate (CSAT) and exceeding performance targets. My proven ability to transform customer challenges into seamless solutions has led to a 90%+ first-call resolution (FCR) rate, significantly improving customer retention.

My expertise in leveraging CRM tools such as HubSpot, Zendesk, and Apollo has streamlined workflows and enhanced customer interactions. I am passionate about creating meaningful customer connections and driving success through outstanding service. My strong communication skills and emotional intelligence enable me to build rapport and de-escalate conflicts effectively, ensuring adherence to KPIs and operational excellence.