ANNA OKO
Customer Service Representative
Port Harcourt, Nigeria 500102
--www.linkedin.com/in/anna- oko-1b-
Dedicated and results-oriented Customer Service Representative with three (3) years of
experience in providing exceptional support to customers. Skilled in resolving inquiries,
managing complaints, and ensuring customer satisfaction. Seeking an opportunity to
contribute my expertise in a dynamic customer-focused team.
Seeking to and maintain full-time position that offers professional challenges utilizing
interpersonal skills, excellent time management and problem-solving skills.
Skills
Analytical Thinking and Problem Solving
Tech Savvy and Microsoft Office Suite
Leadership and Teamwork
Active Listening
Data Entry
Receiving support
Product knowledge and Time Management
Written and oral communication
Work History
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Customer Service Representative (Remote)
Oct 2022 - Present
NorthStar Insurance Advisors, Wentzville, Missouri, USA
Achieved a 10% increase in successful sales conversions by refining cold-calling
scripts.
● Maintained an average of 95% customer satisfaction rating through effective problemsolving and active listening.
● Successfully resolved over 80% of customer complaints, preserving the company's
reputation.
● Exceeded monthly sales quotas by 15%, consistently going the extra mile to meet
targets.
Customer Support Officer
Sep 2020 - May 2022
Jach Petroanalytical Laboratories Limited, Port Harcourt
● Managed a team of 4 customer service representatives, leading to a 12%
improvement in team performance.
● Enhanced customer support efficiency by developing new response templates,
reducing response times by 20%.
● Implemented a customer feedback system resulting in a 25% increase in customer
satisfaction.
● Conducted training sessions for junior Customer Support Representatives, improving
their performance.
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Administrative Assistant / Laboratory Secretary
Jun 2017 - Jul 2018
Jach Petroanalytical Laboratories Limited, Port Harcourt
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Prepared samples for testing and conducted laboratory analyses of soil and water.
Maintained laboratory records and followed safety regulations.
Undertook administrative and customer service tasks and made presentations.
Undergraduate Intern
Jun 2016 - Dec 2016
Nigerian National Petroleum Corporation, Port Harcourt
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General housekeeping for both equipment and work area.
Undertaking administrative task such as filing paperwork according to ISO
15489:2001 Standard.
Hands on training on soil, wastewater, and sludge for chemical analysis,
spectrophotometric analysis, microbiology, environmental biology and atmospheric
monitoring
Achievements:
● Contributed immensely to various presentations carried out by my unit.
● Emerged the best intern in the Research and development unit.
Bachelor of Science: Soil Science
Federal University of Technology Owerri - Imo State, Nigeria
Accomplishments
Used Microsoft Excel to develop inventory tracking spreadsheets.
Increased client base by 75% within six (6) of joining the organization
Increased customer retention by 20% above company average with 6
months
Increased Company visibility by 75% over the preceding year
Supervised team of 20 staff members.
Training
CompTIA Security+ | Self-Taught | 2023
Certified in Cybersecurity | ISC2 | 2023
CompTIA A+ | Self-Taught | 2023
Introduction to Microsoft Excel | 365 Data Science | 2020
Advanced Microsoft Excel | 365 Data Science | 2020
Microsoft Excel Data Analysis and Dashboard Reporting | Udemy | 2020
Introduction Microsoft Excel VBA | Udemy | 2020
Health, Safety, and Environment 1 & 2 | Oil Training Institute of Nigeria, Port
Harcourt, Rivers State | 2019
