FRANCA OKPALA
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Customer Service Representive | Call
Center Agent | Customer Engagement
Specialist
Ekiti, Nigeria
PROFESSIONAL SUMMARY
Results-driven customer service representative with a strong background in customer engagement, cold calling,
and CRM management. Execellent at managing high-volume outbound calls, building rapport with prospects,
and exceeding call quotas. Proven track record in digital communication, and community management, bringing
a unique ability to foster trust, resolve objections, and convert leads into loyal customers. Tech-savvy, selfmotivated, and committed to delivering excellent customer experiences in virtual environments.
EDUCATION
PROFESSIONAL EXPERIENCE
Ekiti State University
Customer Service Representive
Bachelor's Degree in Physiology
2019 - 2025
Customer Service Representative – FinXpire (2023 – 2025)
Glory Ideal College
Senior Secondary Certificate
2008
SKILLS
Outbound Calling & Lead Generation
CRM Tools & Call Tracking Systems
Cold Calling & Objection Handling
Customer Needs Assessment & Follow-Up
Strategies
Communication & Interpersonal Skills
Handled high-volume customer inquiries, resolved issues, and ensured
customer satisfaction through professional communication.
Assisted in outbound engagement initiatives to drive awareness and
generate leads.
Tracked customer interactions using CRM tools and maintained
accurate records of communications.
First Responder
First Responder – Girls Evolve Africa | (2023 – 2025)
Engaged with community members in real-time, providing answers
and support, building rapport under pressure.
Hosted live discussions and calls, applying soft skills useful for
customer retention and appointment setting.
Appointment Setting
Front Desk Receptionist/Secretary
Digital Communication & Public Speaking
Phoenix CBT | 2018 - 2020
Remote Collaboration Tools (Zoom, Slack,
Trello)
Managed appointment schedules and maintaining calendars.
CERTIFICATIONS
Freelancing & Social Media Management
– The Cynthia Ozumba Brand, 2025
Ace Communication Hub, 2021
Handled incoming and outgoing mail, packages, and deliveries.
Provided basic and accurate information to clients, guests, or
customers.
Assisted with administrative tasks such as data entry,
documentation, or report preparation.
Handled customer inquiries or complaints professionally and
efficiently.
