Peace Okoroafor
@peaceokoroafor
Customer Support Specialist supporting customers remotely, with 95%+ satisfaction at Ison BPO Ltd. — Airtel Account.
NigeriaWhat I'm looking for
At Ison BPO Ltd. — Airtel Account, I handled customer service inquiries, complaints, and account concerns, supporting approximately 90–120 customer interactions daily.
I maintained 95%+ customer satisfaction and a 96% quality assurance score while following service procedures. I also documented customer cases and supported a workload of 2,000+ cases monthly.
By addressing customer concerns and documenting issues clearly, I contributed to a 20% reduction in repeat escalations.
In my current freelance customer support and virtual assistant work, I respond to inquiries by email and chat, maintain customer records, and track outstanding requests. I use ClickUp to organise tasks and coordinate remote administrative workflows.
Experience
Work history, roles, and key accomplishments
Freelance Customer Support & Virtual Assistant
Self Employed
Jan 2022 - Present (4 years 9 months)
Provided remote customer support and virtual assistance, responding to inquiries via email and chat, maintaining organized records, and using ClickUp for task management.
Customer Service Representative
Ison BPO Ltd.
Sep 2015 - Jan 2021 (5 years 4 months)
Handled 90-120 customer interactions daily, maintained high satisfaction and quality scores, and contributed to a 20% reduction in repeat escalations.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Bachelor of Arts, Communication and Language Arts
Bachelor of Arts in Communication and Language Arts from the University of Ibadan.
Timeless Essence Network (T.E.N)
Customer Support & Virtual Assistant Certification, Customer Support
Certification in Customer Support and Virtual Assistant from Timeless Essence Network.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
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