OKAFOR ANULIKA PAULETTE
Customer Service Officer/ Virtual Assistant
Customer Service Officer and Virtual Assistant with over 5 years of experience, eager to contribute to
organizational success through hard work with an 85% lead conversion rate, over 350 scheduled
appointments above the company’s average through cold and warm calling, telemarketing and
received 90% positive customer survey results. Closed over 550 sales and surpassed required targets
with a clear understanding of customer support, executive support, inbound and outbound sales, and
sales closing. Motivated to learn, grow and excel in a fast-paced industry offering career growth and
value addition.
Business Development Manager/ Telemarketing Officer
Jan. 2021 - Present
Haulla- Ecubelabs
● Responded to over 400 cold and warm calls to potential customers to create awareness about the
available services resulting in 30% customer retention and 30% onboarding of new customers.
● Initiated required action for response to customer service requests for order purchase-including
customer information, and communicated changes to the appropriate departments which led to a
75% increase in new orders and delivery rate.
● Coordinated a 7-member team of Sales Officers, and Customer Support Officers to optimize the
sales efforts by 70%.
● Set over 100 appointments for the sales team.
● Developed and implemented business plan and marketing strategy for pipe piling market while
negotiating all sales contracts.
Human Resources and Legal Officer
Feb. 2020 - Dec. 2020
Golden Tulip Hotels, Suites & Resorts
● Managed 5 heads of departments across 100+ employees with annual revenue of up to #12M.
● Collaborated with 3 department managers to develop initiative program training for 100+
employees which improved retention by 60%.
● Managed payroll budgets for 100+ employees with budgets of #8M.
● Analyzed employee feedback to develop team initiatives and a performance review system which
reduced staff turnover by 40%.
● Led the collaboration with the CEO to plan a strategy for team structure and development which
reduced costs by 60%.
Customer Support Manager
Nov. 2018 - Feb. 2020
Steve Integrated Technical Services Limited
● Communicated with over 200 customers, made outbound calls to potential customers and
followed up on leads daily.
● Sourced new sales opportunities through inbound lead follow-up and outbound cold calls and
emails resulting in about 40% organizational expansion.
● Provided effective and timely resolution of a range of customer inquiries and complaints according
to the organization's service level agreement resulting in about 4.6-star customer satisfaction rate.
● Achieved 100% "Best in Quest" recognition for all corporate metrics including First Call Resolution,
Average Speed of Answer, Call Quality, Capture Rate, and Service Factor
● Successfully collaborated with the sales department for client on-boarding and training in-services
for clients, resulting in more effective and efficient onboarding and improved client satisfaction
and loyalty by 80%.
Virtual Legal Assistant
Jan. 2016 - Nov. 2018
Lex and Justitia Law office
● Drafted legal proceedings for the organization and clients.
● Increased efficiencies, scaled rapidly, and provided a client-centered experience as regards
inquiries about court proceedings.
● Implemented administrative support to the Counsel, resulting in the reduction of administrative
costs by 30%.
● Scheduled meetings and overall administrative tasks for the Counsel and other lawyers.
● Built credibility with partners and clients while professionally resolving all complaints and
correspondence.
● Organized legal programs and campaigns that upscaled the revenue of the company by 40%.
● Mediated, Arbitrated, and Counselled clients as required resulting in a 70% conflict resolution.
Nigerian Law School, Kano State, Nigeria
Bachelor of Law- BL
2011 - 2012
University of Jos, Plateau State, Nigeria
Bachelor of Laws- LL.B Law (Hons.)
2005 - 2010
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Building a Business Presence With Facebook Marketing Certified by Coursera
Customer Service: Problem Solving and Troubleshooting Certified by LinkedIn Learning
Lead Auditor Organizational Health and Safety Training ISO 45001:2018(OHS)
Chartered Institute of Personnel Management (CIPM)
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Customer Service (Email, Phone, and Live chat)
Teamwork & Negotiation
Cold Calling & Appointment Scheduling
Project Management Tools
Effective Communication
Talent Acquisition and Management
● CRM Tools (Zendesk, Hubspot, Slack,
Freshdesk, Salesforce, Meet, etc)
● Google Workspace & Microsoft Suite
● Lead Generation Tools
● Sales Closing
● Slack, Zoom, Calendly, Skype, Trello, etc
