Dorcas Okongor

OKONGOR DORCAS --Lagos, Nigeria Customer Success Professional CAREER SUMMARY Detail-oriented and empathetic Customer Service and Administrative Professional with proven expertise in virtual assistance, call center operations, and executive support. Demonstrated a history of enhancing operational workflows, improving customer satisfaction metrics, and streamlining administrative processes. Adept at managing complex schedules, resolving escalated issues, and using automation tools to save time and boost productivity. PROFESSIONAL EXPERIENCE Virtumate 2024 - 2025 Virtual Assistant (Freelance) Swift Connect Solutions 2023 – 2024 Cold Calling Center Agent PrimeConnect Services 2023 Call Center Agent I organized executive calendars using scheduling tools to streamline operations and reduce appointment conflicts by 85%. I managed client social media accounts, using analytics tools to grow engagement and follower count by 40%. I implemented automation workflows using Zapier to reduce manual admin tasks, saving clients up to 15 hours weekly. I made over 150 outbound calls per day using CRM systems to convert leads and achieve a 60% sales conversion rate. I developed scripts and rebuttals that improved lead engagement and reduced call drop-off rates by 25%. I exceeded monthly sales goals by 20% through strategic followups and needs-based selling. I handled 100+ calls per day using call routing tools to resolve issues, achieving a 95% customer resolution rate. I consistently surpassed KPIs, including AHT, FCR, and CSAT metrics. I worked with technical teams to log and monitor complaints for quick resolution. Highlite Entertainment 2019 - 2021 Customer Sales Representative I supported in-store and remote customers using POS tools to ensure a seamless sales experience. I resolved customer complaints using empathetic communication to retain 90% of dissatisfied clients. I coordinated with inventory teams to manage order accuracy and fulfillment timelines. EDUCATION Udemy Professional Certificate Remote Edge Academy - 2022 Professional Certificate Highlite Entertainment - 2022 Diploma RVelos Commercial Secondary School - 2013 Secondary School Leaving Certificate Customer Experience Management Call Center Management Customer Service Associate WASSCE TECHNICAL PROFICIENCY CRM Software: HubSpot, Salesforce Office Tools: Microsoft Office Suite, Google Workspace Social Media: Meta Business Suite, Canva, Buffer SKILLS & COMPETENCIES Customer Experience & Call Center Management Administrative Support & Documentation Social Media & Content Engagement Strategy CRM Tools (e.g., HubSpot, Salesforce) Task Automation (Zapier, Microsoft Power Automate) Time & Calendar Management Data Entry & Email Management Conflict Resolution & Emotional Intelligence REFERENCES Available upon request