OLivia Nwokoma

I am an achievement-driven customer service professional with over two years of experience delivering high-quality multichannel support in fast-paced environments. I balance empathy with efficiency to consistently improve customer experience and meet organizational goals.

At Infuse Groups I reduced average response time by 40% and boosted team satisfaction ratings above 70% by implementing structured service guidelines and prioritization workflows. I also trained and onboarded new remote representatives, improving new-hire performance and shortening training time.

Working with The Hangover Clinic (via Upwork), I increased customer satisfaction scores by 15% and improved operational efficiency by 20% through streamlined scheduling, organized record-keeping, and automated reporting. I manage CRM profiles and escalate complex issues to uphold SLAs and client retention.

I am proficient with Zendesk, Freshdesk, HubSpot, Notion, Google Workspace and collaboration tools, and I bring reliability, strong communication, and a track record of volunteering for coverage to ensure uninterrupted service.