Nicole Okafor

Nicole Okafor Customer Support Trainer I am a dedicated and detail-oriented Customer Support Expert with over 4 years of experience delivering high-quality service, driving customer satisfaction, and optimizing team performance. At Teleperformance, I’ve demonstrated leadership by training and mentoring new agents, building support structures, and enforcing communication standards. Passionate about coaching others, creating inclusive learning environments, and fostering a culture of continuous improvement. - - Lagos, Nigeria WORK EXPERIENCE linkedin.com/in/nicoleokafor SKILLS Operations Support Expert Teleperformance Knowledge Base Management Agent Onboarding & Mentorship 04/2023 - Present, Achievements/Tasks Delivered high-quality support through email and chat channels, ensuring prompt and professional customer resolutions. Quality Assurance & Compliance Trained and onboarded new agents, supporting their integration and ensuring they understood processes, tools, company standards, and improved service efficiency. Communication & Soft Skills Coaching Created and led a knowledge-sharing group to help team members solve issues faster and understand product/process flows. Regularly collaborated with Quality Assurance to improve response quality and maintain service benchmarks. Provided process feedback that led to improved response times and customer satisfaction metrics. Vendor Experience/Inbound Associate Jumia Nigeria Team Collaboration & Cross-Functional Training Microsoft Office & Google Workspace Proficiency Knowledge of CRM Tools ( Salesforce, Zendesk, Beehive, Clarity) CERTIFICATES 08/2021 - 09/2022, Achievements/Tasks Trained vendors on portal usage, issue resolution, and order management, enhancing their experience and platform compliance. Partnered with internal teams to resolve technical issues and operational challenges faced by sellers. Product management certification (07/2023 - 09/2023) ALX Virtual Assistant certification (07/2024 - 08/2024) Maintained accurate CRM records and ensured smooth communication throughout the vendor lifecycle. LANGUAGES Customer service representative Multichoice Nigeria English 06/2020 - 02/2021, Native or Bilingual Proficiency Achievements/Tasks Handled multi-channel customer queries, resolving technical and billingrelated concerns efficiently. Promoted a culture of customer-first service through professional tone, empathy, and quick response time. Kept meticulous logs of customer feedback and solutions, contributing to internal knowledge sharing. INTERESTS Travel & Culture Content Creation EDUCATION BSc Economics Ambrose Alli University, Edo state, Nigeria 08/2014 - 09/2018, Ekpoma, Edo state Storytelling & Writing