Open to opportunities

Patricia Okafor

@patriciaokafor

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Customer Service Representative with a passion for enhancing customer satisfaction.

Nigeria

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What I'm looking for

I am looking for a role in a dynamic company that values customer satisfaction and offers opportunities for professional growth.

With over three years of experience as a Customer Service Representative, I have developed a strong ability to provide exceptional support across various channels, including email, phone, live chat, and social media. My commitment to clear and timely communication has allowed me to build strong relationships with clients and colleagues alike. I take pride in my ability to prioritize tasks effectively and achieve results both independently and collaboratively.

Throughout my career, I have consistently surpassed productivity targets, achieving a remarkable 23% increase in performance metrics. My dedication to enhancing customer experience is reflected in my impressive CSAT rating of 90%. I excel in identifying customer needs, resolving inquiries, and implementing effective strategies that ensure exceptional satisfaction. I am eager to join a forward-thinking organization where I can further develop my skills and contribute to a successful team.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Teleperformance - Bolt

Feb 2023 - Present (2 years 3 months)

As a Customer Support Specialist, I resolved customer queries and complaints efficiently, contributing to closing up to 30% of tickets daily. I onboarded users, conducted market research, and collaborated with my team to enhance customer satisfaction, achieving a 90% CSAT score.

Customer Support Customer Onboarding Market Research Technical Support Team Collaboration CSAT Problem Solving Communication Time Management Customer Retention

Contact Agent

Fidelity Bank PLC

Jun 2022 - Jan 2023 (7 months)

In my role as a Contact Agent, I maintained high client engagement, handling over 1,500 contacts monthly with 100% positive feedback. I resolved technical queries and exceeded service targets, leading to a 40% increase in customer retention rates.

Client Engagement Technical Support Customer Feedback Customer Retention Problem Solving Communication Time Management Relationship Management

Customer Care Executive

Everyday Supermarket Chain

Apr 2021 - May 2022 (1 year 1 month)

As a Customer Care Executive, I provided comprehensive product information and resolved service-related issues. I built strong relationships with team members to maximize productivity and ensured proper documentation of customer records.

Customer Care Product Knowledge Team Collaboration Documentation Communication Customer Relationship Management Problem Solving

Education

Degrees, certifications, and relevant coursework

Imo State University

Bachelor of Arts, History and International Studies

2013 - 2017

Grade: 2:2 (Second Class Lower)

Completed a Bachelor of Arts in History and International Studies, focusing on the historical context of international relations and the impact of historical events on contemporary society.