CUSTOMER SERVICE PROFESSIONAL
CONTACT DETAILS-
linkedin.com/in/nkem-okonkwo-
CORE SKILLS
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Customer Service
Call Centre Operations
Live Chat
Customer Engagement
Complaint Resolution
Microsoft Office
CRM Tools
Client Relationships
Problem Solving
Listening
EDUCATION
Bachelor of Science
Madonna University
Oct 2009 – July 2013
Course
Computer Science
PROFESSIONAL PROFILE
A motivated and dedicated professional with strong experience in
customer service with proven ability to offer assistance to customers
with well-informed ranges of suitable products and services.
Offers excellent communication and relationship skills, keen attention
to details in order to achieve customer satisfaction.
Experienced in call center and customer support with proven ability to
work independently, exceed targets and committed to deliver
solutions, handling complaints and solving customers’ problems.
CAREER SUMMARY
Feb 2024- Aug 2024
OFP Funding
Live Chat/Email Support
Responsibilities
• Engaged and responded to customers inquiries through online chat and
email via website, social media channel, etc.
• Provided prompt and accurate information to customers' inquiries about
products and services.
• Assisted customers in navigating products or services, addressing their
questions, concerns, and technical issues.
• Resolved, troubleshoot customer problems and escalated issues to
higher levels of support, when necessary.
• Collaborated with team members to ensure consistent and effective
customer support.
• Made recommendations and sales of products that better suit
customers’ needs.
July 2018 - Present
Police Health Maintenance Limited
Business Development Officer
Responsibilities
• Managed registration process for 500+ beneficiaries and
dependents into the NHIA.
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Implemented streamlined complaints handling system, thereby
optimizing data accuracy and efficiency which resulted to
seamless coordination with service providers and timely issue
resolution.
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Directly liaised with medical services department to resolve
issues promptly, enhancing customer satisfaction and reducing
resolution time by 50%.
Traveled to remote rural communities and police barracks to
conduct awareness campaigns, reaching over 500 potential
beneficiaries.
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April 2017 – July 2018
Police Health Maintenance Limited
Administrative Officer
Achievements/Responsibilities
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Managed general clerical duties including photocopying and
mailing.
• Oversaw the retrieval of documents from filing system.
• Coordinated the maintenance of office equipment.
• Resolved administrative problems and inquiries.
• Handled management's requests for information and data.
• Scheduled meetings and travel arrangements.
Dec 2014 –Feb 2017
iSON XPERIENCES
CUSTOMER SERVICE REPRESENTATIVE
Responsibilities
• Managed 200+ large amounts of inbound customer’s calls
daily.
• Provided 100% accurate, valid and complete information to
customers by using the rights tools/applications.
• Provided first-hand resolution to customer’s complaints and provide
alternatives within the time limits.
• Used Company’s call logging applications to record call details
accurately.
• Promptly attended to customers’ requests and resolved all
complaints
• Consistently met and exceeded required KPIs and targets by at least
20%
• Acknowledged as a top-performing customer care representative.
CERTIFICATES
Oct 2014-Dec 2014
March 2024
New hires Induction Program
(Customer Service Training)
Digital Witch Support Community
(On Demand IT Skills Training)
