Celine Jane Oreke

Celine Jane Oreke Customer Support Specialists Port Harcourt, Nigeria | Customer Support Specialist with 3+ years of experience providing email and live chat support for startups and growing teams. Known for fast response times, clear communication, and delivering smooth, reliable customer experiences in remote work environments. Experienced with tools such as Zendesk, HubSpot, and Slack. AREA OF EXPERTISE ●​ Customer Service Attention to Details ●​ Customer Support ●​ Email Support ●​ Live Chat Support ●​ Customer Service ●​ Ticket Management ●​ Customer Retention ●​ Zendesk ●​ HubSpot CRM ●​ Communication Skills ●​ Problem Solving KEY ACHIEVEMENTS Quantifiable Results: Successfully resolved 90%+ of customer inquiries on first contact, improving response efficiency and boosting customer satisfaction. Revenue Growth: Boosted customer renewal and retention rates by up to 10–15% through proactive support, issue follow-ups, and strong relationship management.​ PROFESSIONAL EXPERIENCE IRVIN GROUP | Porthacourt, Nigeria(Remote) 2022– Dec 2025 Customer Support Representative Nov ●​ Took full ownership of end-to-end customer issue resolution, consistently maintaining 95%+ customer satisfaction (CSAT) and meeting SLA targets. ●​ Used root-cause analysis to identify recurring customer pain points and collaborated with Product and Ops teams to reduce repeat tickets by 15–30%. ●​ Worked cross-functionally with Support, Product, and Operations to improve the customer journey, resulting in improved NPS/retention. ●​ Demonstrated bias for action by escalating time-sensitive issues, proactively following up, and ensuring operational gaps were closed quickly. ●​ Adapted to a fast-paced, high-growth startup environment, prioritizing effectively and making data-driven decisions that improved customer outcomes. ●​ Documented solutions and contributed to internal knowledge base to improve asynchronous communication and reduce handling time. IRVIN GROUP| Porthacourt, Nigeria Business Development Officer October 2023 ●​ Maintained 95%+ SLA response efficiency by resolving client issues, complaints, and requests promptly across email, phone, and WhatsApp channels. ●​ Performed timely follow-ups on repayments, reducing default risk and improving collections effectiveness. ●​ Increased client portfolio by 25% within 6–12 months by driving strategic lead generation, partnerships, and targeted B2C outreach. ●​ Achieved 90%+ customer retention rate through strong relationship management, proactive follow-ups, and personalised financial support.​ ●​ Generated up to ₦17 million in new credit and investment inflows by closing high-value deals and nurturing repeat business.​ HOMEEASY INC| USA, Remote Remote Sales Representative Feb 2022 – May 2022 ●​ Drove full-cycle virtual sales operations from prospecting and qualifying leads to conducting virtual property tours and closing transactions across multiple the U.S. ●​ Collaborated cross-functionally with marketing, compliance, and transaction teams to shorten sales cycles and reduce friction in the virtual closing process. ●​ Delivered compelling virtual presentations, Zoom consultations, and digital walk-throughs to educate prospects and accelerate decision-making. ●​ Increased lead-to-client conversion by 20%–45% through personalized follow-up and client-focused sales strategies. ●​ Reduced sales cycle time by 10%–25% by streamlining communication and accelerating decision checkpoints. FABCO ENERGIES | Porthacourt, Nigeria Project Coordinator Jan 2020 – Jan 2022 ●​ Coordinated logistics, procurement, and material movement for site operations, ensuring availability of tools, PPE, equipment, and consumables to avoid downtime. ●​ Delivered projects 10%–20% faster by improving task scheduling, communication flow, and contractor coordination. ●​ Tracked and monitored project schedules using MS Excel / MS Project / Asana / Trello, identifying delays, reporting risks, and supporting timely corrective action. ●​ Coordinated end-to-end project activities for electrical installation, maintenance, and commissioning projects, ensuring seamless execution within scope, budget, quality standards, and client specifications. ●​ Monitored project costs and resource allocation, alerting management to variances and helping maintain financial control over project expenditures. EDUCATION RIVERS STATE UNIVERSITY B.Sc Marketing TOOLS AND TECHNOLOGIES Zendesk, Freshdesk, HubSpot CRM, Slack, Trello, Google Workspace, Zoom​ ​ ​ ​ ​ ​ ​