Mary Okpako

I’m a dedicated customer success professional who handles customer inquiries, resolves issues, and delivers exceptional customer experience—especially through phone and email. I communicate effectively, troubleshoot problems, and stay focused on customer satisfaction from first contact to resolution.

In my recent role as a Customer Service Representative, I supported Brazil-based customers via phone and email, using CRM tools such as live chats, spreadsheets, and Telegram to track interactions and manage complaints. I consistently achieved a 95%+ customer satisfaction rating, resolved 50+ complaints per shift, and helped reduce repeat issues by 20% by spotting complaint trends.

Previously at Raytill Nigeria Limited, I managed inbound and outbound calls for account inquiries, transactions, upgrades, payment issues, and dispute resolutions. I communicated with at least 350 customers daily, met KPIs including call resolution time and compliance, and regularly met sales targets while calming angry customers and negotiating to drive payment outcomes.

I also built strong customer relationships through high call volumes at Amo Decor and Garden and Environs, addressing product and service questions, handling complaints with empathy, upselling based on needs, and generating leads that converted into sales. I’m now seeking a challenging role as a Customer Success Associate where I can utilize my skills to drive customer success and growth.