Open to opportunities

Okoro Desmond

@okorodesmond

Message

I resolve complex customer issues, improve support operations, and turn customer feedback into product improvements.

Nigeria

Message

What I'm looking for

I'm looking to leverage my customer support, communication, and problem-solving skills to enhance customer experience while contributing customer feedback to product improvements.

At Televerse Limited, I handled high-volume customer inquiries across phone, email, and chat, supporting 97% customer retention. I also flagged critical feedback to product teams, contributing to a feature launch that reduced tickets by 20%.

Previously at Skill Avenue, I led and mentored a support team of 5–7 members while resolving escalated customer issues with a 95%+ first-contact resolution rate. I created service protocols and training materials that reduced average handling time by 15% and increased customer satisfaction by 10%.

I've expanded my customer experience perspective through certified Product Management training, and I bring strong communication, prioritization, and problem-solving skills to support and product feedback work.

Experience

Work history, roles, and key accomplishments

Customer Support Officer

Televerse Limited

Jan 2022 - Dec 2024 (2 years 11 months)

Handled high volume customer inquiries via phone, email, chat; resolved issues efficiently for 97% customer retention. Flagged critical feedback to product teams; contributed to new feature launch, reducing tickets by 20%.

Customer Support CRM Problem Solving Product Feedback Training

Senior Customer Support Officer

Skill Avenue

Jan 2021 - Dec 2022 (1 year 11 months)

Led a support team of 5-7 members, offering continuous training and mentorship to improve service quality. Handled escalated and complex customer issues, maintaining a 95%+ first-contact resolution rate.

Team Leadership Training Mentorship Customer Support Escalation Management Training Materials