Oghenerunor Dafe Umukoro

Customer Service Professional with over 5 years of experience delivering high-quality support across insurance and remote service environments. I have a strong background in handling high-volume customer interactions via phone, email, and chat while maintaining professionalism, accuracy, and empathy in every engagement. My experience spans both corporate and virtual settings, working with international teams across Canada, Australia, and Nigeria.

In my recent role as a Customer Support Representative at American Income Life (remote), I managed 80+ inbound and outbound calls daily, assisting customers with policy inquiries, updates, and general service needs. I maintained accurate records of all interactions using CRM systems such as Planet, Simple Life, and Workfolio, ensuring proper documentation and timely follow-ups. I consistently adhered to compliance standards while delivering efficient, customer-focused support.

Previously, as a Customer Support Virtual Assistant at Ace AI, I provided multi-channel support including email, chat, and phone. I also handled scheduling, inbox management, and task coordination using tools such as Google Workspace and Notion. This role strengthened my ability to multitask, stay organized, and collaborate effectively across different time zones.

At Heirs Insurance (UBA Group), I worked as a Customer Care Representative, where I supported clients with insurance-related inquiries, resolved complaints, and ensured proper documentation and follow-up. This experience helped me build strong problem-solving skills and the ability to handle sensitive customer concerns with patience and professionalism.

In addition, I manage a self-run initiative, Ruru Contributions Hub, where I oversee customer support operations using Zendesk. I create, track, and manage tickets, respond to customer inquiries, and maintain structured communication through ticket statuses such as open, pending, and resolved. This has given me hands-on experience with ticketing workflows, CRM documentation, and knowledge base usage.

I am highly proficient in CRM tools, ticketing systems, and communication platforms, with strong skills in issue resolution, de-escalation, and customer relationship management. I am detail-oriented, adaptable, and comfortable working independently in remote environments. I take pride in delivering accurate, timely, and empathetic support that enhances customer satisfaction and builds long-term trust.

Additionally, I bring a proactive mindset to identifying customer needs and anticipating potential issues before they escalate. I am comfortable learning new systems quickly and adapting to evolving workflows. My goal is to consistently provide reliable support, contribute to team efficiency, and maintain high standards of service delivery in every role I undertake. I am committed to continuous improvement and professional growth in customer support excellence. Always dependable.