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 ratings 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.
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-
Google Data Analytic
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
Microsoft Excel 2023 | Alison
Jobberman Soft-Skills Training
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
