- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 27 years old
- Location:
- Port Harcourt, Rivers, Nigeria
- Experience:
- 6 years
OKORO FAVOUR CHIOMA
--Lagos, Nigeria linkedin.com/in/favour-okoro-5a69971b0/
PROFESSIONAL SUMMARY
Customer Support Specialist with 5+ years of experience managing high-volume global accounts
and driving revenue growth through exceptional service. Proven track record in fostering
meaningful connections by resolving complex technical issues and identifying customer risk
signals. Adept at working autonomously in remote-first environments, collaborating
cross-functionally to optimize event experiences and platform engagement. Service-oriented and
empathetic, with a startup mindset geared toward rapid learning and proactive problem-solving
CORE COMPETENCIES
● Customer Relationship Management: Expert in building trust and maintaining 94%+
CSAT scores.
● Technical Support & Platform Navigation: Proficient in assisting users with account
access, payments, and platform usage.
● Escalation & Risk Mitigation: Skilled at handling sensitive cases with a calm, optimistic
approach under pressure.
● Cross-Functional Collaboration: Partnering with technical and compliance teams to
improve user outcomes.
● Process Optimization: Improving internal workflows and documentation to reduce
friction for global users.
● Remote Team Synergy: 5+ years of experience collaborating across global time zones
and diverse cultures
PERSONAL EXPERIENCE
Remote Customer Service Representative (full-time) Remitano February 2020 – April
2025
● User Support & Engagement: Managed 1,200+ monthly interactions for a global
user base, acting as the primary point of contact for platform inquiries and
troubleshooting.
● Retention & Value Creation: Improved customer retention by 15% through
proactive follow-ups and identifying behavioral signals to mitigate churn.
● Complex Issue Resolution: Independently resolved escalations and sensitive cases,
reducing repeat issues by 20% through workflow improvements.
● Data Integrity & CRM Management: Maintained 100% accuracy in
documentation using Zendesk, Intercom, HubSpot, and Salesforce to ensure reliable
reporting.
● Collaborative Innovation: Partnered with technical teams to resolve product
frictions and contributed to internal FAQs and documentation to enhance the overall
user experience.
● Adaptability: Successfully managed multiple priorities in a fast-paced environment
while maintaining strict SLA targets.
EDUCATION
Computer Science - Captain Elechi Amadi Polytechnic
Ordinary National Diploma [OND]
Government Secondary School, Oyigbo, Rivers State
Senior School Certificate Examination [SSCE]
CERTIFICATION
● Diploma in Product Design UI/UX – AltSchool Africa
● Customer Relationship Management – Great Learning
● Introduction to Digital Marketing – Great Learning
● Introduction to Management – Great Learning
TOOLS & TECHNICAL PROFICIENCY
● CRMs: Zendesk, Intercom, HubSpot, Salesforce, Gleap
● Productivity: Google Workspace (Sheets, Docs, Gmail), Microsoft Excel, Word
● Communication: Slack, Zoom
● Design: UI/UX Design principles, Figma, Canva
WORK READINESS & AVAILABILITY
● Global Availability: Flexible with shifts and weekend availability to support global event
cycles.
● Remote Setup: Fully equipped home office with stable internet and a professional
workspace.
