Afokoghene Otughwor

OTUGHWOR AFOKOGHENE Phone:- Email:-Location:Warri,Delta State. Nigeria PROFESSIONAL SUMMARY Dedicated and empathetic professional with 7+ years of experience in education leadership and classroom instruction, now transitioning into the tech industry with a focus on customer support. Proven track record of resolving issues, managing stakeholder communication, and implementing digital tools to streamline operations. Skilled in handling high-volume interactions with clarity and professionalism, using tools like Google Workspace, Zoom, and spreadsheets. Known for strong listening skills, problem-solving, and a customer-first mindset—ready to deliver exceptional support experiences in a fast-paced tech environment.. WORK EXPERIENCE Small Business Owner​ ​ September 2022–present ●​ Managed end-to-end business operations, including sourcing, restocking, pricing, and selling consumer goods, ensuring consistent product availability and profit margins. ●​ Handled customer interactions, resolved complaints, and ensured smooth service delivery, building strong communication and interpersonal skills. ●​ Maintained accurate sales and inventory records using spreadsheets, improving tracking efficiency and reducing stock errors by 40%. ●​ Coordinated with multiple suppliers, negotiated pricing, and ensured timely restocking to avoid product shortages. ●​ Oversaw cash handling, daily reconciliations, and financial reporting with minimal discrepancies. ●​ Adapted to challenges quickly, solved operational issues independently, and maintained reliable service under pressure. ●​ Used basic digital tools for inventory, sales tracking, and vendor communication, building foundational tech confidence. IT support Intern​ Digital Witch Support Community January 2025– present ●​ ●​ ●​ ●​ ●​ Scheduled meetings and managed appointments using Calendly, Picktime, and Google Calendar, ensuring seamless coordination between teams and clients. Handled customer inquiries and resolved support tickets via Freshdesk and HubSpot, helping to reduce response times and improve client satisfaction. Logged and tracked support issues, maintaining accurate records to aid in follow-ups and future issue resolution. Maintained and updated customer information using HubSpot CRM, ensuring clean data for customer support and sales teams. Collaborated cross-functionally using Trello and Asana to track tasks, assign responsibilities, and monitor ticket resolution workflows. Utilized Google Workspace (Docs, Sheets, Gmail, Meet) for internal communication, reporting, and documentation. ●​ Gained practical experience in digital communication, remote collaboration, and helpdesk support processes in a fast-paced environment. ●​ Vice Principal​​ ​ ​ ​ Johannahs Model School,Usiefrun.Nigeria September 2018- August 2022​ ​ ​ ​ ​ ​ ​ Spearheaded communication and conflict resolution between parents, students, and teachers, addressing over 200+ cases annually to ensure a supportive learning environment and 95% satisfaction rate from stakeholders. ●​ Identified gaps in internal coordination and implemented weekly team syncs and reporting processes, improving issue response time by 40%. ●​ Introduced and trained staff on tools like Google Workspace, Zoom, and spreadsheets to digitize operations and improve information accessibility and efficiency. ●​ Handled escalated academic and behavioral complaints by designing a structured resolution workflow, reducing recurring incidents by 30% within one school year. ●​ Developed a system for tracking student and teacher performance which helped leadership make timely data-driven decisions. ●​ Led the planning and execution of school-wide programs and virtual sessions for up to 100 participants, showcasing strong coordination, tech fluency, and attention to detail. ●​ Mentored and supported new staff members, providing onboarding and guidance on digital tools and communication strategies, leading to quicker adaptation and improved team collaboration. English Teacher​ Johannahs Model School,Usiefrun.Nigeria January 2012 – September 2018 ●​ Delivered personalized English instruction to 100+ students, adapting teaching to various needs and increasing performance by 35%. ●​ Resolved academic concerns through direct communication and personalized feedback.. ●​ Used Google Docs, Sheets, and Slides for content creation and communication, building strong tech literacy. ●​ Tracked student performance and feedback logs in spreadsheets. ●​ Facilitated clear, ongoing communication with students and parents, increasing engagement and trust. ●​ Collaborated with teaching teams on academic planning and support programs, reflecting teamwork and structured coordination. ●​ SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Communication & Relationship Management Conflict Resolution & Issue Escalation Google Workspace (Docs, Sheets, Slides, Gmail, Forms) Scheduling & Coordination (Zoom, Google Calendar) CRM Concepts & Data Logging Empathy & Active Listening Cross-Team Collaboration Documentation & Reporting Tech Adaptability & Fast Learning EDUCATION ●​ B.A English And Literary Studies Delta State University,Abraka.Nigeria 2006 CERTIFICATIONS ●​ In- Demand IT skills Training Digital Witch Support Community June 2025 ●​ Google Technical Support Fundamentals - Coursera In progress