Open to opportunities

Joy Okechukwu

@joyokechukwu1

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Proactive Customer Support Specialist with 5+ years of experience.

Nigeria

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What I'm looking for

I am looking for a role that values empathy and collaboration, offering opportunities for growth and the chance to enhance customer experiences.

I am a proactive Customer Support Specialist with over 5 years of experience assisting global clients in resolving complex inquiries and ensuring smooth service delivery across multiple channels. My empathetic, human-centered approach to support aligns with organizational values, allowing me to effectively manage customer relationships and enhance satisfaction.

Throughout my career, I have demonstrated my ability to handle over 300 customer queries weekly, achieving a 100% satisfaction rate while working remotely. My experience spans account management, billing, onboarding, and customer journey enhancement, where I have collaborated cross-functionally to improve user experiences and streamline processes.

With a strong foundation in CRM tools and modern web technologies, I am adept at developing self-service documentation and training customers to maximize their use of technology. I pride myself on being highly organized, adaptable, and an effective communicator, which has enabled me to thrive in diverse team environments.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Texas State Paralegals

Feb 2021 - Apr 2025 (4 years 2 months)

Delivered timely, thoughtful responses to 300+ customer queries weekly using Zendesk, achieving a 100% satisfaction rate. Managed the onboarding process and handled billing, account management, and general technical and non-technical inquiries.

Zendesk Customer Support Account Management Billing Onboarding Technical Support Documentation Cross Functional Collaboration Calendar Management Scheduling

Online Customer Support Officer

Integral Software Systems Limited

Sep 2020 - Jan 2021 (4 months)

Provided expert product guidance and onboarding for clients using CRM tools and messaging platforms. Developed self-service documentation, including FAQs and automation for recurring support topics.

CRM Tools Messaging Product Guidance Onboarding Automation Product Knowledge Customer Training

Administrative Officer

The Citadel Schools

Jan 2019 - Aug 2020 (1 year 7 months)

Provided empathetic support throughout the application lifecycle, ensuring client clarity and satisfaction. Organized calendars, school activities, and improved customer support response times.

Calendar Organization Customer Support Administrative Support Client Facing Executive Support Time Management Communication

Customer Service Officer

Transview Medical Diagnostics Centre

Dec 2015 - Jun 2017 (1 year 6 months)

Handled customer inquiries and coordinated service delivery across departments. Maintained accurate records, prepared reports, and scheduled appointments.

Record keeping Report Preparation Scheduling Invoicing Travel Coordination Customer Service Data Management

Customer Care Officer

Union Bank Nigeria Plc

Nov 2014 - Dec 2015 (1 year 1 month)

Provided customer support across digital platforms and handled follow-ups on service challenges. Communicated new policy updates and tracked customer satisfaction.

Support Platforms performance reporting Service Delivery Customer Service Communication Problem Solving Data Analysis

Service Executive

First Bank Nigeria Limited

Sep 2012 - Oct 2013 (1 year 1 month)

Assisted customers with inquiries, card activations, and account reconciliations. Managed vendor payments and prepared financial reports for internal review.

Account Reconciliation Financial Reporting Customer Service Data Management Communication Problem Solving Banking Operations

Education

Degrees, certifications, and relevant coursework

Federal Polytechnic Nekede

Associate's Degree, Business Administration and Management

Completed an Associate's Degree in Business Administration and Management. The program provided foundational knowledge in business principles and management practices.