Felix Osaruese Okoye

FELIX OSARUESE OKOYE Customer Support Specialist PROFESSIONAL SUMMARY A Customer Support Professional, motivated to bring my 5+ years of customer success and CRM expertise to a high-growth venture, where innovation, empathy, and global service excellence drive impact. Adept at managing customer inquiries via chat, email, and phone, ensuring first-contact resolution and client satisfaction. Proven ability to balance empathy with efficiency, transforming challenges into loyalty-building opportunities. CORE SKILLS & TOOLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ CRM Microsoft Office Suite Customer Communication Complaint Resolution Google Workspace Empathy Help Center Ticket Management Systems Knowledge Base Data Documentation Cross-Functional Collaboration English Proficiency Problem-Solving Cross-Team Collaboration Analytical Thinking ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Attention to Detail Active Listening Product Knowledge Customer Retention Customer Issue Resolution Time Management Quality Assurance Conflict de-escalation Problem Solving Continuous Learning Emotional Intelligence Reporting & Data Analysis Complaint Handling Team Support Technical Troubleshooting CORE SKILLS & TOOLS ●​ Customer Support Tools: CRM(Hubspot, Kommo, , Zendesk, Asana, Zoho, Pipedrive, Salesforce, Nimble, Freshdesk, Intercom, VinSolutions), Microsoft Office Suite(Word, Excel, Powerpoint), B2B & BC2, KPI. ●​ Customer-Centric Service: Proven ability to resolve over 90% of inquiries on first contact, ensuring a seamless experience and maintaining 95% customer satisfaction (CSAT) across multiple industries. ●​ Analytical Thinking: Strong data-driven approach to identify support trends and implement improvements that have reduced ticket volume by up to 20% in previous roles. ●​ Communication & Empathy: Fluent in English (Native) with exceptional written and verbal communication; adept at translating complex product or technical issues into clear, friendly guidance. ●​ Process Optimization: Experience streamlining support processes from escalation protocols to self-service tools, improving operational efficiency and SLA compliance. ●​ Cross-Functional Collaboration: Proven success working with Product, Engineering, Finance, and Logistics teams to resolve customer issues and enhance service delivery. ●​ Performance Under Pressure: Consistently met high-volume service targets (30–50+ interactions daily) while maintaining accuracy, tone consistency, and empathy. ●​ Team Contribution: Recognized for mentoring new team members and contributing to internal knowledge bases, training guides, and service recovery initiatives. ●​ Adaptability & Growth Mindset: Thrives in dynamic, fast-paced, and international work environments, continuously improving through feedback, training, and self-learning. PROFESSIONAL EXPERIENCE Customer Support Specialist - Yotta Technologies(USA)​ ​ April 2024 - August 2025 ●​ Managed 50+ customer interactions daily across live chat, email, and phone, maintaining a 95% satisfaction rate. ●​ Resolved 90% of payment disputes within first contact by clarifying policies and offering transparent resolutions. ●​ Collaborated with product and tech teams to identify recurring bugs, reducing refund-related tickets by 18% over six months. ●​ Trained and mentored 3 new hires, improving onboarding efficiency and reducing training time by 25%.. Customer Service Representative - 5motors lock smith(USA)​ ​ June 2022 - March 2024 ●​ Supported multi-channel communication (email, chat, phone) for a global online retail platform with 100K+ customers. ●​ Handled high-volume holiday seasons (up to 150+ tickets/day) while sustaining 98% SLA compliance. ●​ Partnered with the logistics team to improve shipment tracking visibility, reducing “Where is my order?” inquiries by 22%. ●​ guided users through site navigation and feature issues on digital platforms ●​ Consistently maintained a 99.5% order accuracy rate through diligent issue tracking and proactive communication. Customer Operations Associate - Trucking42 (USA) July 2019 - May 2022 ●​ Handled B2B and B2C support for parcel tracking, delays, and claims, ensuring 92% on-time resolution. ●​ Streamlined a reporting workflow that cut down claim resolution time by 40%, enhancing team productivity. ●​ Processed refunds and delivery adjustments accurately, maintaining 100% compliance with internal audit standards. ●​ Participated in process automation efforts that reduced manual ticket logging by 35%. KEY ACHIEVEMENTS ●​ Received “Customer Hero” recognition three times in 2023 for consistently exceeding monthly CSAT and response-time goals. ●​ Instrumental in launching a customer feedback loop that helped prioritize UX improvements and boosted repeat purchase rate by 15%. ●​ Recognized for leading a service recovery initiative that turned negative feedback into customer retention opportunities, improving retention by 12%. EDUCATION ●​ MBA, Business Administration​ ●​ BSc, Marketing​ CERTIFICATION ●​ General Remote Work Skills – VirtualClickSupport ●​ Jobberman Soft Skills Training – Jobberman ●​ Certified Course on Salesforce and CRM – Trailhead Academy University of Benin University of Benin