Francisca Okolo

I am an empathetic, tech-savvy Customer Support and Administrative Professional with 3+ years of experience providing multi-channel support (email, live chat, WhatsApp, phone), managing operations, and improving customer satisfaction across the travel, education, and service sectors.

My background as an Administrative Assistant has equipped me with strong organizational skills, customer communication, process documentation, CRM management, and workflow optimization. Over time, my passion for solving customer problems and improving user experience led me to transition fully into Customer Support.

I have hands-on experience with:

• CRM & Help Desk Tools: HubSpot, Zendesk, Freshdesk, Intercom

• Communication & Workspace Tools: Google Workspace, Microsoft Suite, Slack, Trello, Teams

• Automation Tools: Zapier, Make.com

• IT Support fundamentals and troubleshooting

What I bring:

✔ Fast, empathetic, and clear communication

✔ Efficiency in reducing response time & improving customer satisfaction

✔ Ability to create SOPs, FAQs, and internal documentation

✔ Strong administrative, and coordination skills

✔ A continuous-learning and problem-solving mindset

Career Goal:

To contribute to a customer-focused organization where I can support customers, optimize workflows, and help teams deliver exceptional user experiences, while continuously growing in Customer Support, Operations, and Technical Support roles.