Chisom Valentina Okpara

OKPARA CHISOM VALENTINA Phone: - Email: okparavalentina1@gmail. LinkedIn: www.linkedin.com/in/valentina PROFESSIONAL SUMMARY: Astute and result driven Customer Relationship Manager with over 3 years of experience in fostering customer retention and satisfaction in both B2B and B2C environments through strategic engagement and issue resolution. I have successfully increased client retention by 35% and achieved 25% growth in sales by implementing techniques such as upselling and cross-selling. I am skilled in utilizing CRM Softwares like Hubspot and Freshdesk to manage and analyze customer interactions and data throughout the customer lifecycle. Utilizing this software has helped businesses build stronger relationships with customers, improve sales and service processes, drive growth through better customer insights and engagement. My skills in account management and client engagement consistently support business objectives and foster long-term customer loyalty. SKILLS AND COMPETENCES: ● ● ● ● ● ● ● ● Attention to Details Effective Communication Active learning Skill Empathetic Skills Strong Work Ethic Collaboration and Team Bonding Leadership Skills Open Mindedness and Flexibility ● ● ● ● ● ● Customer Retention Customer Satisfaction Client Relationship Management CRM Software Proficiency Google Workspace Proficiency Active Listening WORK EXPERIENCE: Head, Customer Service Department Urban ICT Center | Onitsha, Anambra State (Jan 2022-Nov 2023) Key achievements: ● I led a team of 6 customer service representatives, streamlining operations to improve efficiency and quick response time. ● I introduced a CRM software (Hubspot) to the team, trained them on how to use the software, this reduced average response time by 40%, increasing customer satisfaction ratings by 25% ● I trained staff on conflict resolution, how to relate with customers, how to handle an irate customer, and product knowledge which resulted in a 30% improvement in first-call resolution. Front Desk Manager New Glory Elevate | Awka, Anambra State (Nov 2023-June 2024) Key Achievement: ● I improved front desk operations by coordinating check-in and check-out procedures, reducing guest wait time by 25%. ● I gathered guest feedback, to address the issues the establishment was facing and addressed it promptly which led to a 45% increase on positive reviews and a 20% growth in repeat booking. ● I handled team coordination with the housekeeping and maintenance department to improve guest satisfaction, raising the hospitality establishment ratings by 15% on major review platforms. Virtual Assistant Intern DG Empowerment Hub | Remote (August 2024- Date) Key Achievement ● I efficiently organized my employer’s calendar and scheduled appointments, ensuring all commitments are properly tracked. I handled booking meetings, sending reminders and rescheduling as needed ensuring a 100% on-time meeting rate. ● I handled my employer's email inbox to keep it organized and streamlined. I created labels for easy identification of messages, prioritizing incoming messages, responding to routine inquiries and deleting unnecessary newsletters reducing the stress of filtering her mails to get important information. ● I managed my employer’s social media platforms. I planned, created and scheduled posts for optimal engagements. I tracked performance, and adjusted strategies as needed, leading to a 15% increase in follower interaction. EDUCATION: B,ed English Language Nnamdi Azikiwe University Awka, Anambra State (August 2019)