Lucy Okoye

LUCY OKOYE Lagos State, Nigeria. Phone: - | --Linkedin | Portfolio PROFESSIONAL SUMMARY Customer Support and Operations professional with 5+ years of experience managing busy customer support interactions across banking and service environments. I have practical experience with CRM systems including HubSpot, Freshdesk, Zendesk, and Zoho CRM, supporting customer data organization, record imports, list creation, and structured workflows to improve customer management. Skilled in ticket management, case logging, email and calendar coordination, and task tracking using Google Workspace, Clickup,Trello, Asana, Slack, and Calendly. Known for maintaining accurate records, meeting response targets, and supporting organized, efficient systems. Combines strong customer support experience with the ability to structure backend operations, helping teams manage both customer interactions and internal workflows effectively. SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ CRM Management, Customer Support Systems, Data Entry Email Management, Calendar Management, Appointment Setting Project Coordination, Task Automation, Reporting & Analytics Lead Generation, Sales Support, Client Follow Up Google Workspace, Microsoft Office Trello, Asana, ClickUp Invoice Management, Document Formatting PROFESSIONAL EXPERIENCE Lapo Microfinance Bank Administrative Officer / Customer Support Specialist | Jan 2022 – Nov 2025 ●​ Managed 40-70+ daily inbound customer calls using structured support workflows, resolving account and service issues while maintaining consistent response time performance in a high-volume environment ●​ Logged and tracked all customer interactions in HubSpot CRM and Freshdesk, improving case documentation accuracy and increasing record reliability by 20-30% ●​ Resolved customer complaints using structured escalation and follow up processes, reducing repeat inquiries by 30% through improved issue tracking ●​ Maintained and updated 1,000+ customer account records across internal systems, improving data accuracy and supporting compliance standards ●​ Escalated complex cases to relevant departments, improving resolution efficiency and ensuring adherence to service level expectations. Zenith Bank Nigeria PLC | Customer Service Advocate ●​ Managed 30-60+ daily customer interactions across phone, email, and Zendesk, resolving inquiries within defined response timelines in a fast paced support environment ●​ Documented and maintained customer records in HubSpot and Zoho CRM, improving data accuracy and consistency by 30% ●​ Prioritized and tracked support tickets, ensuring timely follow up and structured escalation of unresolved issues ●​ Verified and processed customer information before updates, reducing data entry errors by 15-25% and improving system reliability ●​ Improved customer experience by delivering clear resolutions and consistent follow up communication, reducing repeat inquiries across support channels Keltims Property Services | Operations & Administrative Virtual Assistant ●​ Managed executive calendars and reservation workflows for 100+ monthly bookings, eliminating scheduling conflicts and maintaining 100% booking accuracy ●​ Processed client communications, payments, and PMS updates using structured administrative systems, ensuring accurate and timely record handling ●​ Coordinated interdepartmental workflows using structured ticketing systems, reducing response delays by 50-60% ●​ Generated daily, weekly, and monthly operational reports using Google Sheets, improving transparency and supporting management decisions ●​ Supported marketing outreach by drafting emails and tracking engagement through HubSpot CRM, improving campaign follow up consistency ●​ Scheduled client calls and coordinated outreach activities, improving communication flow between prospects and sales teams ●​ Supported lead tracking and record updates, improving data accuracy and outreach efficiency EDUCATION ● Bachelor of Science (BSc), Medical Microbiology Imo State University Nigeria - Expected Graduation: 2028 ● Higher National Diploma (HND), Microbiology Federal Polytechnic Nekede, Owerri, Imo State, Nigeria - 2017 ● National Diploma (ND), Science Laboratory Technology Federal Polytechnic Nekede, Owerri, Imo State, Nigeria - 2014 CERTIFICATIONS ● Technical Support Fundamentals - Coursera in view, 2026. ● Executive Virtual Assistant Internship - Global Accelerator Program, 2026. ● In Demand IT Support - Digital Witch Support Academy, 2025. ● Digital Marketing Management - Nerdy Eye Institution, 2019.