Sandra Okwuonu

Reduced customer complaint rates by 80% through proactive resolution and root-cause analysis, achieving top CSAT and QA commendation. Managed high-volume onboarding calls and complex ticket escalations via Slack to resolve within SLA, while driving retention and bonus revenue through upselling and cross-selling.

Improved client satisfaction by 30% within 6 months by overhauling front-desk operations and implementing streamlined appointment scheduling. Reduced repeat complaints 25%, cut client wait times 40%, maintained 98% client data accuracy, and increased returning clients 20% through targeted follow-ups.

Improved delivery turnaround time by 20% by streamlining finishing and packing processes. Contributed to a 30% rise in repeat customers by maintaining high quality standards and consistent client communication.

Increased student inquiries by 35% in six months by running targeted digital and offline marketing campaigns for prospective learners. Boosted enrollment conversions by 20% by designing promotional offers and streamlining lead response communications, and led a 4-person team to increase event attendance by 50%.

Grew repeat business by 25% over 8 months through personalized client retention and follow-up strategies. Improved order processing speed and accuracy by 30%, reduced escalated complaints by 20%, and trained and supervised 6 sales associates to strengthen customer-first accountability.

Earned a BSc in Business Administration from Pentecost University (2011–2014).

Completed SSCE at Hopebay College (2002–2008).