Ofonime Edet Abraham

​OFONIME EDET ABRAHAM​ ​📍 Bwari, Abuja, Nigeria​ ​ ​​LinkedIn Profile​ 🔗 ​PROFESSIONAL SUMMARY​ ​ edicated Customer Service Representative with over 5 years of experience in handling​ D ​customer inquiries, dispute resolution, and administrative support. Skilled in email and chat​ ​support, PayPal dispute resolution, Shopify chargebacks, order management, and logistics​ ​coordination. Adept at improving customer satisfaction through proactive communication and​ ​efficient problem-solving.​ ​CORE SKILLS & EXPERTISE​ ​​ ● ​●​ ​●​ ​●​ ​●​ ​●​ ​●​ ​●​ ​●​ ​ ustomer Support (Email, Chat & Phone)​ C ​PayPal Dispute Resolution & Shopify Chargebacks​ ​Order Management & Logistics Coordination​ ​CRM Tools: Zendesk, Gorgias, Zoho​ ​Shipping & Order Tracking (ShipStation, Shopify, Amazon)​ ​Google Workspace & Microsoft Office​ ​Strong Written & Verbal Communication​ ​Problem-Solving & Customer Retention​ ​Workflow Optimization & Task Automation​ ​WORK EXPERIENCE​ J​ orrel Management Nigeria ​Client Relationship Specialist​ March 2025 - Till Date​ ​Key Responsibilities/Achievements:​ ​●​ ​Managed client communications, scheduled meetings, and coordinated appointments​ ​efficiently, streamlining daily operations and contributing to a 30% improvement in​ ​response time and overall client satisfaction.​ ​●​ ​Managed and nurtured relationships with over 20 clients, ensuring a 95% retention rate​ ​through consistent communication and service excellence.​ ​●​ ​Collaborated cross-functionally with design and operations teams to ensure 100% of projects​ ​were delivered on time and met client expectations.​ ​●​ ​Streamlined client onboarding, reducing the average onboarding time by 30% through clearer​ ​communication and process improvements.​ ​●​ M ​ aintained accurate and up-to-date CRM documentation, increasing internal workflow​ ​efficiency by 25%.​ ​●​ ​Identified client needs and offered tailored service recommendations, contributing to a 15%​ ​increase in upsell conversions.​ ​●​ ​Ensured regular reporting and updates, resulting in a consistent 90 %+ positive client​ ​feedback score.​ ​ remier Source Insurance, Missouri, USA P ​Telemarketer (Pre-Qualifier)​ February 2025 - March 2025​ ​Key Responsibilities/Achievements​ ​●​ ​Conducted 100+ outbound calls daily, pre-qualifying leads for insurance policies with a​ ​15% conversion rate​ ​●​ ​Explained insurance products professionally, resulting in a 20% increase in appointment​ ​bookings​ ​●​ ​Maintained detailed call logs and scheduled follow-ups, improving lead tracking accuracy​ ​by 30%​ ​●​ ​Collaborated with the sales team, contributing to a 10% month-over-month increase in​ ​client acquisition​ ​●​ ​Refined call scripts, leading to a 25% improvement in engagement and customer​ ​response rates​ ​Ranson Inc., UK​ ​July 2021 - October 2024​ ​Customer Service Specialist​ ​Key Responsibilities/Achievements:​ ​●​ ​Delivered multichannel support (email, chat, phone), resolving 95% of customer issues​ ​within SLA​ ​●​ ​Handled PayPal disputes and Shopify chargebacks, reducing losses by 15% and boosting​ ​trust scores​ ​●​ ​Coordinated with logistics to resolve shipping delays, improving on-time delivery updates​ ​by 20%​ ​●​ ​Managed order processing and tracking via ShipStation and Shopify, reducing errors by​ ​30%​ ​●​ ​Maintained thorough customer documentation, increasing issue resolution speed by 25%​ ​●​ ​Streamlined workflows and introduced quick-reply templates, cutting response times by​ ​40%​ ​TOOLS & SOFTWARE PROFICIENCY​ ​​ C ● ​ RM Systems: Zendesk, Gorgias, Intercom, Helpscout​ ​●​ ​E-commerce Platforms: Shopify, Amazon​ ​●​ P ​ roductivity & Collaboration: Google Workspace (Docs, Sheets, Slides, Calendar),​ ​Microsoft Office​ ​●​ ​Communication: Slack, Zoom, Microsoft Teams, Google Chat​ ​●​ ​Billing Platforms: Stripe​ ​●​ ​Task & Project Management: Notion, Trello, Asana​ ​EDUCATION​ ​ niversity of Uyo, Akwa Ibom State, Nigeria​ U ​B.Sc. Biochemistry, Second Class Upper Division | October 2012 – July 2017​ ​CERTIFICATIONS & TRAINING​ ​ SANA​ A ​Asana Foundation Badge​ ​July, 2025​ ​ LX​ A ​Certified Virtual Assistant​ ​March, 2025​