Emmanuella Okoro

EMMANUELLA OKORO - - Rivers State, Nigeria LinkedIn PROFESSIONAL SUMMARY Customer Relationship Manager | Remote Professional Reliable, energetic and resourceful customer service professional with over three years of experience. Driving business efficiency, team development, customer satisfaction , resolving customer complaints and promoting conflict resolution. Adept to managing people, streamlining workflows and optimizing resources to support organizational growth. Expertise in client services, building high performance teams, resolving workplace challenges, relationship-building, communication and enhancing service delivery. Ability to cultivate key client relationships for multiple campaigns in diverse industries. CORE COMPETENCIES Operations & Administration: Workflow Customer Service Experience: Complaint | Resolution | Service Quality Monitoring | Compliance Management | Cost Efficiency | Customer Retention Strategies | Team Staff Scheduling Coaching | Customer Satisfaction | Online Optimization | Inventory Control Excellent attention to details | Excellent verbal & Sales/ Delivery Services written communication skills | Website & Tools & Software: Microsoft Office (Excel, Graphic designing | Multitasking | Leadership & Word, Zoom, Teams) | Canva | Figma | Slack | Management | Organizational and Problem- Comfortable working with both Microsoft solving abilities | Content Writing. Windows and Mac OS. EDUCATION & CERTIFICATIONS B.Sc. Food Science & Technology, Enugu State University of Science and Technology, Enugu State- Mckinsey Forward Program - Mckinsey & Company 2024 Leadership & Management Program 1&2 Kendor Consulting 2024/2025 Soft Skills – Jobberman & Propel 2025 Remote Work Cybersecurity – Nexora Education 2025 LEADERSHIP/VOLUNTEERING Managed a team of 15+ crew members, ensuring excellent customer service and efficient operations. Trained and developed new staff members, resulting in improved performance and reduced errors. Tutored students, providing individualized support and guidance to help them achieve academic success. Freelance content writer/creator. inspiring people through my creative writing, putting smiles on faces and bringing innovative ideas to life. Emmanuella Okoro PROFESSIONAL EXPERIENCES Restaurant Manager| Customer Relationship Officer. Sundry Foods Limited, Rivers 04/2022-Present State Lead daily operations of a fast-paced outlet with 15+ staff, ensuring consistent service and high regulatory compliance. Used strong communication skills to collaborate with team members to ensure efficient customer service. Creating and maintaining office forms and procedures to assist with administrative tasks. Improved customer loyalty by addressing customer complaints proactively and enhancing guest experience and service quality. Serving as a liaison between customers and internal teams , ensuring clear and effective communication. Developed and maintained strong relationships with customers through regular communication, personalized interactions, and tailored solutions. Gathering customer feedback, analyzing it, and using it to improve products, services, or processes. Designing and facilitating junior staff onboarding and refresher training, increasing order processing speed. Analyzing customer data to identify trends, preferences, and behaviors, and using this information to inform business decisions. Collaborated with area managers to implement new sales strategies that boosted monthly revenue. REFERENCES Available upon request My Portfolio - REMOTE WORK EXPERIENCES Content Writer |Visual Content Creator | Social Media Manager. 08/2018 - Present Love Realities Blog : 12/2018 - 03/2019 Explordea Blog : Newshables Blog : 08/2020 - 12/2020 Research and write high-quality, engaging content (articles, blog posts, etc.) that resonates with the target audience. Develop content strategies and ideas that align with the blog's goals and audience interests. Conduct keyword research and optimize content for SEO. Edit and proofread content to ensure accuracy, clarity, and consistency Collaborate with other teams (e.g., social media, design) to create cohesive content experiences. Create custom graphics, such as, social media graphics, and featured images. Manage and respond to comments, messages, and reviews on social media platforms. Sales Representative. Cake_n_doughworld 07/2020 - 04/2022 Receive and process online orders, ensuring timely and accurate fulfillment Respond to customer inquiries, resolve issues, and provide excellent customer service. Suggest additional products or promotions to increase average order value. Manage online ordering systems, ensuring seamless functionality and resolving technical issues. Build relationships with customers, gather feedback, and identify opportunities to improve customer satisfaction. Identify opportunities to increase sales through online channels, such as promotions, discounts,