Open to opportunities

Vivian Okpara

@vivianokpara

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Results-driven Customer Support and Client Relationship Specialist.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a results-driven Customer Support and Client Relationship Specialist with over 10 years of experience in delivering exceptional customer service. My background includes enhancing customer satisfaction and retention while leading high-performing support teams. I have a proven track record of consistently exceeding KPIs, reducing churn, and fostering a customer-first culture that drives loyalty and growth.

At Ron Logistics, I successfully reduced the customer churn rate by 15% within four months through a personalized sales approach. I resolved 90% of customer-related issues within 24 hours and improved overall customer satisfaction and retention by 25%. My experience includes onboarding and training new support agents, creating SOP manuals, and mastering tools such as Freshdesk and HubSpot.

Throughout my career, I have demonstrated strong problem-solving skills and a customer-centric mindset. I am proficient in various CRM software and remote collaboration tools, which have enabled me to handle a remote workload effectively. I am passionate about creating a positive customer experience and continuously seek opportunities to enhance my skills and contribute to team success.

Experience

Work history, roles, and key accomplishments

Current

Customer Support/Client Relationship Manager

Current

Ron Logistics

Sep 2022 - Present (2 years 10 months)

Reduced customer churn rate by 15% in four months through a personalized sales approach and resolved 90% of customer issues within 24 hours, improving satisfaction by 25%. Managed over 100 multi-channel support inquiries weekly with 99% accuracy using Freshdesk, HubSpot, and Slack.

Customer Relationship Management Sales Customer Satisfaction Freshdesk HubSpot Slack Training SOP Development

Customer Support/Client Relationship Manager

Sage Software

Feb 2018 - Aug 2020 (2 years 6 months)

Generated 15-25 qualified appointments weekly through strategic cold outreach via phone, email, and social media, increasing order processing rate by 95%. Reduced email campaign bounce rates by 18% by creating personalized email sequences and voicemails.

Cold Outreach CRM Software Email Marketing Objection Handling Sales Data Entry Reporting Time Management

Customer Support/Client Relationship Manager

EMTS Etisalat

May 2012 - Jan 2018 (5 years 8 months)

Responded to 95% of customer queries via inbound and outbound calls within 24 hours, resolving 95% of inquiries on first contact. Handled over 80 daily calls, emails, and chat inquiries, maintaining a 90% customer satisfaction rate.

Customer Service Outbound Calling Product Knowledge Customer Satisfaction Communication Problem Solving Active Listening Troubleshooting Data Entry

Education

Degrees, certifications, and relevant coursework

National Open University of Nigeria

MSc, Mass Communication

Completed a Master of Science in Mass Communication, focusing on advanced theories and practices within the field. Gained expertise in various aspects of communication, preparing for leadership roles.

University of Lagos

Professional Diploma, Early Childhood Education

Obtained a Professional Diploma in Early Childhood Education, acquiring specialized knowledge and skills in educating young children. Focused on pedagogical methods and child development.

Madonna University

BSc, Mass Communication

Earned a Bachelor of Science in Mass Communication, covering foundational principles and practices in media and communication. Developed strong analytical and communication skills.