Joshua Okpalaoka

JOSHUA OKPALAOKA Abuja, Nigeria |-|-| LinkedIn CUSTOMER SERVICE |ADMINISTRATION | OPERATIONS PROFESSIONAL SUMMARY Results-driven professional leveraging 4+ years of experience in customer support, administration and operations management. Demonstrated success in improving customer experiences, optimizing processes, and ensuring top-notch quality assurance (QA). Skilled in the management of customer interactions, identifying industry trends, and analyzing customer feedback data to drive key business decisions. Seeking opportunities to apply multi-faceted expertise in driving business growth. TECHNICAL SKILLS Tools: Microsoft Office Suite [Word, Excel, PowerPoint, Outlook], Google Tools, (Google, IE, Bing), CRM Systems (Zoho, WATI) Customer Service, Administration, Data Analytic, Business Management, Operational Management, Call Center operations, Customer Relationship Management, Client Service Optimization, Product Knowledge, Procurement, Regulatory Compliance, Inventory Management, Customer Support, Data Entry, Customer Retention, Research, , Order Processing, Feedback Collection and Analysis, Project Management, Stakeholder Management, Transport and Logistics Management, Data Accuracy, Spreadsheets, Quality Assurance, Resource Allocation. Competencies: • Customer Relationship Management (CRM): Employs CRM tools to build and nurture customer relationships. Utilizes customer feedback and insights to proactively address issues, ensuring a positive customer experience and long-term satisfaction. • Operational Management: Demonstrates strong operational management skills, ensuring smooth and efficient business processes, optimizing workflows, and implementing strategies for increased productivity. • Data Analysis and Insights: Leverages data analytic tools to extract valuable insights, transforming raw data into actionable recommendations that inform strategic decisions and drive business growth. SOFT SKILLS Communication | Time Management | Adaptability | Creativity |Problem-Solving |Collaboration | Attention to Detail |Organization | Flexibility |Critical Thinking |Negotiation| Emotional Intelligence |Active Listening | Decision-Making |Team Building WORK EXPERIENCE Jan 2022 - Present • • • • Customer Success Agent | Wellahealth Tech Achieved a remarkable customer satisfaction rating by delivering industry-leading customer service, efficiently handling an average of 50 inbound and outbound calls, emails and live chat support daily On-boarded and activated new customers, increasing product usage by 20%, ensuring they derive maximum value from the platform by strategically utilizing key features and products. Collaborated effectively with cross-functional teams, including Sales, Marketing, and Development, to champion customer needs and drive product improvements. Analyzed customer data and usage patterns, leveraging insights and recommendations for product improvements, tailored success initiatives and addressed retention risks promptly. • • • • • • • Conducted comprehensive customer interviews and surveys to collect feedback and identify pain points, in the customer journey, driving improved net promoter scores. Generates periodic activity and performance reports by providing crucial insights to Unit Heads and guiding customers throughout the product acquisition. Responded promptly to customer inquiries and complaints, addressing concerns effectively and ensuring a high level of customer satisfaction. Utilized CRM Tools in maintaining customer interactions, transactions, comments, and complaints to provide valuable insights for improving customer service processes. Leveraging CRM tools to improve customer interactions and retention. Streamlining support processes to enhance service delivery. Managed a team of junior customer service representatives and monitored their performance to ensure they contributed to overall team efficiency and effectiveness. Apr 2015 - Apr 2017 Procurement, Materials, and Logistics Officer | Steve Integrated Technical Services • Managed day-to-day materials and tools orders at a SHELL facility, ensuring a continuous and smooth flow of supplies for operational needs. • Communicated and negotiated prices with vendors, resulting in cost savings and quality material maintenance for the organization. • Implemented effective inventory management practices using Microsoft Excel and physical records to ensure accurate tracking of tools and materials. • Streamlined procurement processes by liaising directly with the production manager on purchase orders and enhancing communication coordination within the supply chain. • Collaborated with other departments, distributed and maintained reference documents for processed purchase orders and materials. • Maintained compliance with Health and Safety Standards by ensuring a neat and orderly store, conducting regular housekeeping, and managing the supply of materials to various onshore and offshore sites. ADDITIONAL EXPERIENCE Mar 2021 - Jun 2021 Warehouse Officer (Volunteer)| Sacred Communion Warehouse • Managed and maintained inventory using MS Excel tool, documenting and ensuring accurate and upto-date records of available stock in the warehouse. • Lowered inventory levels by coordinating swift processing shipments and ensuring optimal stock levels meet customer demands. • Documented customer satisfaction and complaints using Microsoft Office Tools and maintained comprehensive records that provided valuable insights into customer preferences and improvement areas. • Recorded and processed customer orders via phone calls and in-person interactions, demonstrating the ability to interact with customers and handle their requests efficiently. CERTIFICATION In-View 2025 Google Data Analytic Effective Problem Solving | talstack 2025 Deploy No-Code and Low-Code Solutions for Better Customer Support | talstack 2025 Develop a Growth Mindset | talstack 2025 Communication & Collaboration for Operational Success | talstack 2025 Develop a Growth Mindset| talstack 2025 Time Management | talstack 2025 Take Ownership of Your Work | talstack - Problem-Solving and Troubleshooting | talstack Drive Customer Success in SaaS | talstack - Manage Customer Expectations Effectively | talstack Leverage Data to Understand and Respond to Customer Behaviors | talstack Customer Service Fundamentals Course | Oleren - Supervision Skills – Managing Groups and Employee Interaction | Alison Effective Communication Sills | SeedBuilders 2023 Microsoft Excel 2023 | Alison 2022 Jobberman Soft-Skills Training 2022 Certification Course on Improper Conduct | Partners West Africa Nigeria(PWAN) - Human Resource Management | Skillsedge Consulting Customer Service and Relationship Management (CSRM) | Skillsedge Consulting EDUCATION 2016 - 2018 Higher National Diploma, Transport and Business Management (HND) Maritime Academy of Nigeria 2012 - 2014 National Diploma, Transport and Business Management (ND) Maritime Academy of Nigeria