Open to opportunities

SABINA OKWARA

@sabinaokwara

Message

I’m a results-driven customer support specialist focused on fast, empathetic resolutions.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced team where I can own customer tickets end-to-end, meet strict SLA targets, and deliver empathetic, accurate resolutions. I thrive in remote support environments with clear processes and room to improve response times.

I’m a results-driven Customer Support Specialist with 4+ years of experience handling high-volume email, chat, and phone support in fast-paced environments. I resolve complex customer issues through empathy and active listening, while maintaining strict SLA targets and high customer satisfaction.

I’ve managed customer tickets and follow-ups using CRM systems—including HubSpot, Salesforce, Zoho, and monday.com—ensuring accurate documentation and consistent communication. At PHIL & DRE CONSTRUCTION LTD, I contributed to a 30% improvement in response time through proactive follow-ups, and earlier at First Bank of Nigeria I handled 90+ inquiries daily, improved first-contact resolution, and identified a fraudulent transaction to protect a customer.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Phil & Dre Construction Ltd

Jan 2025 - Present (1 year 5 months)

Managed customer tickets and follow-ups in CRM systems to ensure timely resolution and accurate documentation while handling high-volume calls. Maintained strict SLA response times and improved response time by 30% through proactive follow-ups.

Chat Phone CRM Systems Ticketing Systems SLA Management Customer Documentation Conflict Resolution Timely Follow Ups

Customer Service Executive

First Bank of Nigeria

Feb 2018 - Jan 2023 (4 years 11 months)

Handled 90+ customer inquiries daily via phone, email, and in-person support, resolving issues on first contact to improve satisfaction. Mentored 30 new agents and identified/prevented a fraudulent transaction to protect customers from financial loss.

Customer Service