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Uju Okoli

@ujuokoli

I improve customer retention and resolution across high-volume support operations.

At BetPawa Nigeria, I manage 400+ weekly customer interactions across phone, email, and live chat while exceeding SLA and resolution targets. I support customers with deposits, withdrawals, bets, and account issues, and train new hires on platform operations and conflict resolution.

Previously, I handled 600+ weekly inquiries at Tizeti Network Limited, where I introduced a follow-up system that reduced churn by 6%. Across telecommunications, gaming, hospitality, and administrative operations, I’ve improved call handling time, customer retention, and workflow efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

BetPawa Nigeria

Apr 2025 - Present (1 year 6 months)

Managing 400+ weekly customer interactions across phone, email, and live chat, consistently exceeding SLA and resolution targets. Trained and on-boarded 15+ new hires on platform operations and customer service standards.

Customer Service CRM Conflict Resolution Training Compliance Communication Skills

Customer Service/Retention Specialist

Tizeti Network Limited

Jul 2022 - Sep 2024 (2 years 2 months)

Managed a weekly workload of 600+ customer inquiries via phone and email, consistently exceeding resolution targets. Developed and implemented an enhanced follow-up system for unsatisfied customers, reducing churn rates by 6%.

Customer Service Retention Follow Up Systems Training Data Analysis

Administrative Officer

Children of Africa Agency

Feb 2019 - Jun 2022 (3 years 4 months)

Led the development of an improved call script, reducing average customer handling time by 10%. Spearheaded a customer referral program, expanding the customer base by 15% within six months.

Administrative Call Script Development Referral Programs Office Management Reporting

Call Center Agent / Customer Support Agent

12 Basket Food Limited

May 2017 - Nov 2018 (1 year 6 months)

Resolved customer inquiries across phone, email, and social media, achieving an 85% first-contact resolution rate. Directed over 100 calls per day to the appropriate departments, ensuring prompt assistance.

Customer Service Call Handling Record keeping Communication Skills

Customer Care/Front Desk Officer

Oasis Medical Spa Centre

Feb 2016 - Apr 2017 (1 year 2 months)

Scheduled, rescheduled, and canceled 150+ guest appointments weekly, enhancing resource efficiency. Developed marketing and sales strategies that boosted client retention by 10%.

Customer Service Frontdesk Appointment Scheduling Marketing Sales