Winnifred Okem
@winnifredokem
I am a Customer Experience Specialist delivering empathetic, results-driven support that improves satisfaction and retention.
NigeriaWhat I'm looking for
I am a dedicated Customer Experience Specialist with over 4 years delivering high-quality customer support via live chat, email, and phone. I focus on resolving complex inquiries, improving customer satisfaction, and driving retention through clear communication and effective problem-solving.
I am proficient with CRM tools and live chat systems including Zendesk, Intercom, and Freshdesk, and I use remote collaboration tools such as Slack, Zoom, and MS Teams. In past roles I improved lead conversion by 30%, increased qualified appointments by 25%, and consistently met KPIs, earning recognition such as a Best Staff Award.
I document interactions to identify trends, collaborate cross-functionally to resolve escalations, and seek opportunities where I can enhance customer journeys and ensure service excellence while continuing to grow in customer-facing responsibilities.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
MelonyPine Fruits 'n More
Aug 2023 - Jul 2025 (1 year 11 months)
Provided responsive multi-channel customer support via live chat, phone, and email, processed orders accurately, and collaborated across teams to resolve escalations while consistently meeting response time and satisfaction KPIs.
Customer Support Agent
Genting International Co. LTD
May 2021 - Jul 2023 (2 years 2 months)
Conducted outbound telemarketing and lead generation that increased lead conversion by 30% and produced a 25% rise in qualified appointments; maintained CRM records and improved lead-to-sale conversions by 15%.
Education
Degrees, certifications, and relevant coursework
University of Cross River State (UNICROSS)
Bachelor of Science, Computer and Telecommunications
Bachelor of Science in Computer and Telecommunications from the University of Cross River State.
Tonia College
Vocational Diploma, Project Management
Vocational Diploma in Project Management obtained at Tonia College in Lagos.
Tonia College
High School Certificate
Completed SSSCE (High School Certificate) at Tonia College in Lagos, Nigeria.
Availability
Location
NigeriaAuthorized to work in
Job categories
Interested in hiring Winnifred?
You can contact Winnifred and 90k+ other talented remote workers on Himalayas.
Message WinnifredFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
