Okeh Luke

Contact OKEH LUKE MUNACHIMSO CUSTOMER SERVICE REPRESENTATIVE | VIRTUAL ADMINISTRATIVE ASSISTANT Phone - Email- Address Lagos State, Nigeria LinkedIn Okeh Luke Experienced CSR Agent and Administrative Assistant with 4+ years of experience executing administrative tasks and responding to clients' inquiries. Skilled in excellent customer service, customer retention, and administrative operations. Capable of responding to 100+ reviews, queries, tickets, and client orders within 2 hours per day and guaranteeing increased web and foot traffic of up to 45% within the first quarter of employment. Experience Bullion Surgicals Limited Administrative Executive Assistant June 2019 - Aug 2022 Assisted in writing and editing 200+ emails, bookkeeping and recording 1000+ patient check-in details, drafting memos, and preparing communications on the MD's behalf. Education 2012 - 2016 B.Sc | Public Administration University of Nigeria, Nsukka, Enugu State Created a modified communication strategy by identifying 5 core needs of patients, evaluating options, maintaining requests among the staff Conducted 20+ special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results. Achieved 75% of financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variances. Maintained professional and technical knowledge by attending 5+ educational workshops; benchmarking professional standards; reviewing professional publications and establishing personal networks. Skills Advanced Marketing Skills Excellent Phone Etiquette Customer Service Skills Knowledge of Products and Services Creative Problem-Solving Skills Advanced Communication Skills Business intelligence Database / CRM management Calendar management & scheduling Appointment Setting Teamwork & Negotiation Certifications Customer Service Fundamentals Certified by Allison Cold Calling And Lead Generation Certified by Allison Sound Hope Laboratory Feb 2021 - Apr 2022 Administrative Assistant Contacted 20+ responsible healthcare bodies in charge of approving all pharmaceutical equipment and procedures initiated at the laboratory Planned and managed an annual healthcare voluntary service budget of N1 million for the executives to review Introduced an internal communication platform and managed the transition to reduce the email communication lead time by 25% Provided administrative support for 15+ operational departments in the emergency and intensive care departments Created, edited, and proofread proposals sent to corporate bodies for timely donations, while managing 200+ client databases and updating the CRM software weekly Westcare Hospital Sep 2019 - Nov 2020 Customer Service Representative Promptly resolved all customer complaints within the organizational SLA, and offered personalized solutions based on recommended products and services Responded to 50+ inquiries from prospects using CRM tools such as Zendesk, Zoho, Salesforce, and Hubspot. Drafted the monthly feedback form on customer satisfaction which guaranteed a detailed response on how clients rate our services Retained 200+ customers' account information on the company database and updated customer accounts according to orders received, purchased, and canceled Maintained and reshuffled the customer account information database of over 500+ individuals Pioneered the development of an improved system for following up with unsatisfied customers, reducing customer dissatisfaction by 6%