Ndifreke Okon

Ndifreke Okon Calabar, Cross River State, Nigeria - ◇ -◇ Nigeria Open to Hybrid ◇ Open to Relocate ◇ Open to Remote ◇ SUMMARY Proactive service professional with extensive call center experience, skilled at building customer rapport through attentive interactions and addressing queries promptly by 95% to meet performance targets. Proficient in using CRM and some IT Support tools such as Hubspot, Freshdesk, Monday.com, Loom, Slack, and Calendly to streamline workflows and enhance communication. Highly adept at prioritizing tasks, meeting deadlines, and anticipating the needs of busy professionals. Demonstrates strong independent work ethic, sound judgment, and a commitment to delivering high-quality results, with a passion for boosting organizational efficiency and productivity. SKILLS Lead Generation: Proficiency in Hubspot, Apollo.io, Web scraping tools. Customer Relationship Management: Customer support representative, Remote onboarding and offboarding procedures, Code Calling, Email marketing. Communication: Interpersonal skill with ability to identify the needs of clients, Exceptional listener and communicator, External communications, Correspondence management, Slack Software, . Time Management: Calendar management, Email management, Schedule management, Time Tracking, Proficiency in calendly, . Analytical Skills: Meticulous attention to details, Analytical skill, Problem resolution Organizational Skills: Database organisation, Sorting mail, Results-orientated WORKING EXPERIENCE – Manager Nov '19 — Dec '20 Stings Investment Nigeria Ltd. Calabar, Nigeria Overseeing the functions of all the department. Monitoring the set-up of the bar, private functions and hospitalities. Monitoring the lounge, private functions to see that areas are adequately staffed and begin on time. Assisting guests with any problems or needs Manage a team of 33 customer service associates and set the precedent for established customer service policy. Client Relationship Management Aug '21 — Sep '24 Arubah Specialist Hospital and Diagnostic Calabar, Nigeria Position Held - Client Relationship Management (Health Insurance Department) Followed up customer queries to check provided solutions met expectations. Successfully handled over 3000 incoming calls and 1000 messages from clients on health insurance matters, addressing complaints to contact center policies. Documented customer contacts in the CRM software for use in further interactions or actions. Maintained up-to-date client records in database systems. Set up appointments for customers and entered work tickets to obtain needed services for clients. Prepared letters, information sheets and order documentation and distributed to clients. Received multiple customer compliments for outstanding service, consistently exceeding company standards by 40%. Improved customer satisfaction ratings through responsive query resolution by 95%. Logged customer communications for complete service records. Used in-depth product understanding to answer customer questions knowledgeably. Asked probing questions of clients to understand needs and identify actionable requirements. Entered, updated and removed customer information to keep accounts current. Actioned customer feedback to enhance contact centre service provisions. Operated switchboard systems successfully to manage high call volumes. Interacted with the entire Health insurance community via portal, email and other available medium. Class Teacher Dec '17 — Oct '18 Women's Day College Minna, Nigeria Position Held – Class Teacher. Deliver classroom instruction that helps students learn. Engage in critical reflection and inquiry to improve knowledge and skills to effectively engage students and improve their learning. Prepare effective lessons, grade student work and offer feedback, manage classroom materials, productively navigate the curriculum, and collaborate with other staff. Develop an effective education program to meet all student requirements and maintain effective communication with all students and parents. EDUCATIONAL QUALIFICATION WITH DATES B.ed in Elementary Education, Cross River University of Technology (GPA: Second Class (Upper Division) Jan '13 — Nov '16 Calabar, Nigeria DISCHARGE CERTIFICATE Certificate of National Youth Service Corps (N.Y.S.C) Oct '18 AWARDS Digital Witch Support Communication Dec '24 VOLUNTEERING Minna, Niger state Nov '17 — Oct '18 Organise an inter-school band competition which had 15 Secondary schools in the region competing for an award. The event brought about unity within the students in Minna, Niger state. Departmental Class Rep, CRUTECH Jan '12 — Jan '16 President, Band CDS Group