Adaku Okpara

Adaku Okpara Customer Service/ Retention Specialist Email:-|Tel:- |Location: Enugu, Enugu, 400102,Nigeria |LinkedIn: www.linkedin.com/in/adakuokpara-va SUMMARY Energetic and tech-savvy customer service representative with hands-on experience supporting academic clients in a fully remote setting. Proven ability to handle 15+ client interactions weekly, resolve inquiries efficiently and drive customer satisfaction. Skilled in CRM tools like Hubspot CRM and Apollo CRM, with a strong commitment to clear communication, empathy and timely support. Seeking to contribute to a dynamic remote team in a client focused role. PROFESSIONAL EXPERIENCE Internship Jun '25 - Jul '25 Career Crafters Academy Enugu, Nigeria (Remote) Certification-Based Practical Experience ●​ Completed hands-on projects simulating real-world VA responsibilities, including calendar management, inbox filtering, and task coordination ●​ Provided mock customer support via email and live chat, maintaining service professionalism and turnaround time targets ●​ Used Hubspot CRM and Apollo CRM to manage client information, track leads, and organize communication pipelines ●​ Designed and maintained productivity boards using Trello for task and deadline tracking Scheduled and managed Zoom meetings and virtual team tasks using Google Calendar and Slack ●​ Drafted and edited documents in Google Docs and prepared basic reports using Google Sheets ●​ Demonstrated proficiency in remote collaboration tools and effective time management under guided supervision Received positive evaluations on communication skills, organization, and CRM navigation Customer Service Representative May '22 - Present METACURVE NIGERIA Lagos, Nigeria (Remote) Customer Service Representative ●​ Handled 15+ student inquiries across WhatsApp, Email and Phone ●​ Achieved a 95% response rate within 2 hours, ensuring customer satisfaction ●​ Guided clients in selecting services e.g project guidance, leading to a 30% increase in onboarding ●​ Facilitated flexible payment plans that improved retention by 20% ●​ Monitored service outcomes; over 70% of clients achieved distinction-level grades ●​ Clearly communicated company policies, improving transparency and trust Customer Service Officer Sep '15 - Feb '16 Lafarge Holcim Cement Ogun State,Nigeria Internship ●​ Handled customer's complaints effectively ●​ Ensured customers service satisfaction, good clients relationship and participated in advertorial events ●​ Identified opportunities for promotion and growth ●​ Organized marketing activities to raise awareness for the company services ●​ Sent out daily, weekly, and monthly reports EDUCATION B.Tech in Transport Management, Ladoke Akintola University of Science Technology ●​ Second Class Upper Division Sep ‘12 - Mar ‘18 Ogbomoso, Nigeria SKILLS Interpersonal Skills: Effective time management, Empathy & conflict resolution, Verbal & written communication, Team collaboration, Confidentiality CRM Tools: HubSpot CRM, Apollo CRM, Intercom, Zendesk Productivity Tools: Google Workspace (Docs, Sheets, Slides, Drive), Trello, Slack, Calendly, Notion, Canva Presentations & Reporting: Google Slides, PowerPoint Communication Platforms: Zoom, Microsoft Teams Data Management: Basic Excel reporting, Google Sheets analysis CERTIFICATIONS Certified Virtual Assistant Career Crafters Academy Jul '25