Open to opportunities

Nancy Okoro

@nancyokoro

Message

I resolve high-volume customer inquiries across email, chat, and phone with strong first-contact resolution.

Nigeria

Message

What I'm looking for

I'm looking for a customer support role where I can resolve customer issues across email, chat, and phone, use CRM and ticketing tools, collaborate on escalations, and deliver clear, warm support in a remote environment.

I've supported customers at Agro Limited, resolving 50+ daily inquiries across email, live chat, and phone while maintaining a 90% First-Contact Resolution rate.

I handle billing, account status, system functionality, document requests, and urgent escalations with clear case notes in HubSpot and Zendesk. I also supported 100+ participants at The Becoming Experience, coordinating guidance, logistics updates, and follow-ups during peak event hours.

Earlier, I provided personalized sales and customer care support for a mattress and bedding retailer, resolving order, pricing, billing, shipment, and delivery concerns with a 95% on-time resolution rate.

Experience

Work history, roles, and key accomplishments

Customer Engagement & Support Assistant

The Becoming Experience

Jan 2026 - Jul 2026 (6 months)

Managed high-volume inbound inquiries and outbound messaging via chat and phone for 100+ participants, providing clear guidance with fast response times. Documented conversation logs and collaborated with operations teams to resolve logistics and attendee concerns.

Chat Phone Support Multitasking Documentation Collaboration

Customer Service Representative

Agro Limited

Aug 2025 - Jun 2026 (10 months)

Answered customer messages via email, live chat, and phone, managing over 50+ inquiries daily while maintaining a 90% First-Contact Resolution rate. Solved billing, account, and system inquiries, escalated complex issues, and maintained CRM records in HubSpot and Zendesk.

Zendesk HubSpot CRM Email Support Live Chat Phone Support Escalation Management Billing Documentation

Sales & Customer Care Representative

Mattress & Bedding Retail Company

Jan 2023 - Dec 2024 (1 year 11 months)

Provided first-contact support to 25+ customers daily, offering personalized assistance with order fulfillment, product specifications, and delivery status. Resolved billing, pricing, and shipment issues promptly, achieving a 95% on-time resolution rate.

Customer Support Order Fulfilment Billing Inventory Management Problem Solving