Kimberly Okupa

Conducted high volume of calls using automated dialing systems to identify customer needs and eligibility. Achieved a 45% live transfer rate and contributed to a 35% sales conversion rate.

Managed client inquiries, intake, onboarding, and follow-ups while maintaining accurate client and case information. Led an 80% improvement in document organization and a 50% increase in client intake efficiency.

Supported senior leadership with calendar management, email handling, and internal coordination, contributing to a 45% increase in operational efficiency. Managed a team of 10+ call center representatives.

Managed a team of 50+ call center representatives, supporting timely customer interactions and accurate reporting. Coordinated internal workflows and maintained organized digital filing systems.

Handled client scheduling, service inquiries, records management, and front-office coordination. Maintained accurate customer data and supported management in resolving customer requests.

Coordinated administrative operations, documentation, and internal communications. Managed client intake and onboarding, and escalated matters for timely resolution, leading to a 35% increase in productivity.

Completed the AI for Customer Service certification from HubSpot Academy.

Completed the Generative AI certification from NVIDIA Deep Learning Institute.

Completed training in Digital Marketing and Content Marketing from Fushure Digital Learning Institute.

Earned a Bachelor of Science in Education in Human Kinetics and Sports Science from the University of Benin.