Judith Basil Okeke

Judith Ifeoma Basil-Okeke Customer Support Specialist Address: Lagos, 102101 Phone: - E-mail:- Professional Summary: Customer Service Champion | 10+ Years of Building Relationships & Exceeding Expectations Proven ability to troubleshoot complex issues and drive sales growth. Skilled communicator with a talent for fostering trust and exceeding client satisfaction. Eager to leverage extensive customer service experience to contribute to your company's renowned service excellence. Skills: ● ● ● ● ● ● ● ● ● Exceptional Customer Service Skills Multitasking and Working Effectively Under Pressure Proficient in CRM Software (Zendesk, HubSpot, Helpscout, Salesforce, Intercom, Asana, Zoho) Active Listening & Analytical Problem-Solving Technical & Live Chat Support Expertise Strong Organizational & Time Management Skills Excellent Communication (Verbal & Written) Microsoft Office Suite Proficiency Cross-Functional Team Collaboration Work Experience: Customer Support Specialist Digital Witch Support Community, Lagos, LA September 2022 - December 2023 ● Provided prompt solutions to technical issues, engaging effectively with over 1,000 community members. ● Monitored forums, documented common issues, and created solutions to improve community satisfaction. ● Conducted training sessions for new team members, ensuring consistent service quality and best practices. ● Achieved a 100% accuracy rate processing 100+ new orders daily, contributing to high customer satisfaction. Customer Support Representative DOUBLE DESIGN PAINTS Awka, AN and ACHONAM FARMS December 2020 - December 2022 ● Delivered exceptional customer support via email, chat, and phone channels, exceeding performance targets and contributing to a 50% increase in sales and a significant growth in loyal customer. ● Resolved customer inquiries, issues, and complaints promptly, fostering positive customer experiences. ● Maintained comprehensive product knowledge for effective troubleshooting and issue resolution. ● Collaborated with cross-functional teams to address customer concerns and improve service processes. ● Identified trends in customer feedback and recommended product improvements to management teams Customer Success Lead Jusil Lingerie Ltd., Lagos, LA February 2019 - November 2023 ● Managed online store, ensuring a seamless customer journey from order to delivery (80% satisfaction rating). ● Proactively identified and resolved customer issues, reducing resolution time by 40%. ● Managed customer inquiries and feedback, fostering positive relations and exceeding expectations. ● Collaborated with cross-functional teams to enhance customer service experience and exceed team goals. ● Analyzed customer feedback and collaborated with product team to drive continuous improvement initiatives. ● Maintained comprehensive product knowledge for effective troubleshooting and issue resolution. School Liaison Nigerian Army School of Medical Science- ● Served as a School Liaison, fostering positive communication with parents and students by informing them about academic programs. Responded to inquiries promptly and professionally, addressing concerns and ensuring a smooth student experience. Healthcare Customer Service EL-Comfort Hospital (Jan 2013 - Dec 2013) & Christ The King Hospital Awka (Sept 2012 - Dec 2012) ● Provided exceptional customer service (patients) by addressing inquiries regarding laboratory procedures, test results, and navigating the healthcare process. ● Responded to patient inquiries promptly and professionally via phone and in-person communication. ● Acted as a patient advocate, ensuring their needs and concerns were addressed with empathy and professionalism. ● Collaborated effectively with laboratory technicians, nurses, and physicians to deliver seamless patient care. Education: ● Higher National Diploma: Microbiology/Biochemistry Federal Polytechnic Nekede - Imo State, Imo State October 2016 Certifications: Customer Care Skills and Telephone Etiquette (Alison, July 2023) Customer Success Manager (CSM) (Udemy, February 2022) Cold Calling Guide: Master Selling on the Phone (Udemy, June 2023) Serving Customers through Chats and Text(Terra Learning, November 2023) Professional Diploma in Customer Service (Alison, July 2023) Customer Relationship Management (Terra Learning, February 2023) Basic Leadership Certificate, Daystar Leadership Academy, Lagos, Lagos State, Nigeria, 2018 Diploma In Computer Packages (Microsoft Word, Excel, Access), Golden Cave Computers, Asaba, Delta State, Nigeria, 2011 ● Technical Support Fundamentals, Google via Coursera 2024. ● ● ● ● ● ● ● ●