Open to opportunities

Ogonna Okafor

@ogonnaokafor

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Experienced Virtual Assistant and Customer Service Specialist.

Zimbabwe

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What I'm looking for

I am looking for a role that values operational efficiency and client satisfaction.

I am an experienced Virtual Assistant and Remote Customer Support Professional with over 6 years of success in delivering responsive, detail-oriented support. My expertise lies in CRM platforms such as Zendesk, Salesforce, and Freshdesk, alongside executive calendar management and travel logistics. I am recognized for enhancing customer retention and streamlining administrative operations, all while delivering high-touch service that builds loyalty.

In my recent role at AT&T, I increased customer retention by 30% through personalized care strategies and proactively resolved customer issues across various channels. I also contributed to service improvement by monitoring and analyzing support KPIs, leading to a 20% increase in efficiency. My previous experience as a Virtual Assistant at United Inc. involved managing executive communications and ensuring professional interactions with clients, which further honed my skills in client relationship management and project coordination.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

AT&T

May 2019 - Apr 2023 (3 years 11 months)

As a Customer Service Representative at AT&T, I focused on customer retention and service optimization. I increased customer retention by 30% through personalized care strategies and resolved issues across multiple channels using CRM tools. I also contributed to training documentation and monitored KPIs to enhance service efficiency.

Customer Retention Zendesk Salesforce KPI Analysis Communication Skills Problem Solving Data Analysis

Virtual Assistant

United Inc

Aug 2017 - Sep 2019 (2 years 1 month)

In my role as a Virtual Assistant at United Inc, I managed executive calendars and communications for senior management. I ensured high levels of client satisfaction through proactive support and coordinated travel logistics and project management tasks effectively.

Calendar Management Client Communication Project Coordination Logistics Virtual Assistant Time Management Customer Satisfaction Administrative Support

Administrative Assistant

Ebuka Anih & Co Estate Surveyor

May 2015 - Apr 2017 (1 year 11 months)

As an Administrative Assistant, I supported the executive team by maintaining client files and coordinating daily operations. I assisted with scheduling, data entry, and project documentation to ensure smooth business operations.