DORIS ENEYI OKPOKO
Lagos, Nigeria ·-· -
Available for Remote Work Worldwide
PROFESSIONAL SUMMARY
Customer Support Specialist with 4+ years of experience delivering high-quality service in the
gaming, technology and financial sectors. Customer centric, adept at resolving diverse customer
needs via phone, email, and chat using platforms like Zoho, HubSpot, and Salesforce.
Demonstrated success in on-site and remote roles requiring strong communication, selfdiscipline, and multitasking under pressure. Proven ability to drive customer satisfaction through
efficient problem-solving and empathetic service.
PROFESSIONAL EXPERIENCE
Customer Support Executive
One World Unity Projects Ltd. (Betbaba) – Lagos, Nigeria
Oct 2023 – Present (Remote)
•
•
•
•
•
•
Resolved high volumes of inquiries via phone, email, and chat, ensuring quick and
courteous service.
Troubleshot platform, payment, and account issues with step-by-step guidance.
Escalated unresolved cases to internal departments, maintaining communication flow.
Maintained accurate records of all interactions in the CRM system.
Collaborated with product teams to address recurring complaints and improve user
experience.
Monitored feedback and support metrics to refine service delivery.
Customer Support / Lead Sourcing Agent
Jiji.ng (Cars45) – Lagos, Nigeria
Dec 2022 – Jun 2023 (Hybrid)
•
•
•
•
•
•
Assisted customers with vehicle listings and support throughout the purchase cycle.
Conducted cold outreach to generate leads, improving lead conversion rates.
Managed CRM entries, ensuring data integrity and up-to-date customer records.
Addressed listing/payment issues and acted as liaison between buyers and sellers.
Guided users on using platform features for maximum visibility and success.
Generated insights from lead performance for weekly team reports.
Call Center Agent / Sales Representative
Omnibiz Africa – Lagos, Nigeria
Jan 2020 – Aug 2022 (On-site)
•
•
•
•
•
•
Handled inbound/outbound calls to market financial products and provide support.
Assisted with bulk orders and product inquiries, ensuring smooth transactions.
Resolved issues related to delivery, payments, and customer concerns.
Logged all interactions in CRM tools to track performance and resolution rates.
Built customer loyalty through follow-ups and consistent service.
Exceeded monthly sales targets while maintaining high customer satisfaction.
EDUCATION
Bachelor of Science in Accounting
Cross River University of Technology – Calabar, Nigeria
Graduated: Nov 2016
EXPERT-LEVEL SKILLS
On-site & Remote Customer Support, CRM Tools (Zoho, HubSpot, Salesforce), Email & Chat
Support, Conflict Resolution, Ticketing & Escalation, Data Entry, Customer Retention, Time
Management, Google Workspace, Microsoft Office Suite
CERTIFICATIONS
•
•
•
•
Associate Membership, Chartered Institute of Personnel Management (CIPM), Nigeria –
In View 2025
Diploma in Virtual Assistance, ALX Africa (African Leadership Xperience) – October
2024
Certification in Customer Service Management, Autus Bridge Sales Academy – October
2024
Customer Service Foundational Course, Oleren – November 2023
