Adaobi Opara

ADAOBI OPARA CUSTOMER SERVICE REPRESENTATIVE PROFILE CONTACT --Lagos,Nigeria https://www.linkedin.com/in /adaobi-opara/ EDUCATION PROFESSIONAL CERTIFICATION (ASSOCIATE CHARTERED INSURANCE INSTITUTE OF NIGERIA (ACIIN) 2025 - ENUGU STATE UNIVERSITY OF TECHNOLOGY Estate Management A results-driven and highly motivated professional, I bring a wealth of expertise having honed my skills across various roles within the financial, insurance and hospitality sectors, showcasing a versatile proficiency in customer relationship management. My commitment to excellence is evident in my proven track record, consistently delivering impactful results in each facet of my professional journey. Throughout my career, I have exhibited strong interpersonal and communication skills, a high level of integrity, and a collaborative approach, making me a valuable team player. My passion for continuous improvement and adaptability to evolving industry landscapes positions me as a dynamic professional ready to make significant contributions to any organization's success. WORK EXPERIENCE Brigow Proptech Ltd Senior Customer Success Executive 2021 - PRESENT Managed high risk customer profile, thereby increasing customer retention by 70%. Built relationships with key decision-makers and market markers to uncover business needs resulting in 35% increase in cross-selling opportunities. Exceeded customer expectation and maintained an environment focused on the customer experience by using hospitality tools provided resulting in a 20% increase in customer satisfaction scores. Addressed and resolved 90% of customer’s complaints leading to a 40% decrease in escalated issues. SKILLS Google Business Suite Microsoft office Suite Freshdesk, Trello & Slack STRENGTH Customer Relationship Management, Problem Solving Multitasking, Stakeholder UNITED VANGUARD INSURANCE Customer Experience Consultant 2016 - 2021 Collaborated with cross-functional teams to analyze and improve customer service processes. Implemented a customer feedback system, leading to a 15% increase in customer satisfaction scores. Led a team of 7 providing customer service to over 1000 active accounts and improved customer satisfaction ratings by 25%. Successful customer renewal- renewed key client contract resulting in over $10 million in revenue for the company. Management, Customer Onboarding LANGUAGES English (Fluent) ACHIEVEMENTS Team Collaboration- Collaborated with cross functional team to resolve complex issues resulting in improved customer satisfaction. GUARANTY TRUST BANK PLC Customer Service Representative - Maintained a call center average handle time of less than 3 minutes. Provided timely and accurate information to customers resulting in a 95% first call resolution rate. Managed a high volume of inbound calls achieving a 98% call response rate within the first minute. Managed and organized a high volume email inbox responding to over 100 inquiries per day with 90% satisfaction.