Chidinma Okafor

I've supported customers at Quality Supermarket, Nita's Preorder Group, and Topia's Pastries, handling 50–120+ daily inquiries across email, phone, and chat.

At Quality Supermarket, I maintained a 95%+ CSAT rate, resolved 95% of inquiries at first contact, and helped increase monthly sales revenue by 10–15% through upselling and cross-selling. I also maintained accurate customer and transaction records while processing complaints, refunds, and product inquiries within SLA timelines.

I've improved support operations by implementing ticketing workflows, categorizing and prioritizing tickets, building response templates, and tracking customer feedback and service performance. My workflow improvements reduced response times by 30–40%, while automation projects reduced repetitive tasks by 40% and manual data-entry errors by 30%.

I bring a Psychology background and a customer-first approach grounded in active listening, empathy, conflict resolution, documentation accuracy, and proactive problem-solving.