Okoro Ebere Ruth

Ruth Ebere Okoro Customer Service & Support Specialist | Nigeria | Remote-Ready | Open to Global Roles | Available Immediately | - |-| linkedin.com/in/ebere-okoro-60ab57375 Professional Summary Reliable and results-driven Customer Service & Support Specialist with 3+ years of experience delivering seamless client experiences across telecom, fintech, and retail industries. Skilled in handling 100+ customer interactions weekly, maintaining a 98% satisfaction rate, and using CRM systems to improve efficiency by 35%. Known for building strong client relationships, resolving complaints with empathy, and improving service delivery speed by up to 30%. Proficient in digital productivity tools, adaptable to remote environments, and committed to creating solutions that drive retention, satisfaction, and business growth. Skills & Tools Calendly · Customer Service & Support · Google Workspace (Docs, Sheets, Meet) · Microsoft Office (Word, Excel, Outlook) · Slack · WhatsApp Business · Zoom Customer Service & Support: Digital & Remote Tools: CRM: HubSpot (basic), Trello, Notion Core Strengths: Fast Typing Speed (40+ WPM) · Strong Communication & Empathy · Multitasking & Prioritization · Attention to Detail & Problem-Solving · Client-Focused Approach Professional Experience Moniepoint Company Customer Relationship Specialist Nigeria Feb 2025 - Present · Managed 150+ merchant accounts by providing dedicated support, regular check-ins, and tailored solutions, resulting in a 98% customer satisfaction rate. · Resolved 30+ customer issues daily through active listening, problem analysis, and timely escalation, which improved customer retention by 25%. · Reduced merchant onboarding time by 40% by simplifying account setup, guiding clients step-by-step, and providing clear documentation. · Maintained a 98% compliance rate by organizing merchant documentation, conducting follow-ups, and ensuring all records met regulatory standards. · Collaborated with cross-functional teams to escalate technical concerns and share customer feedback, which influenced service improvements. · Supported logistics for merchant devices by tracking field requests and coordinating timely delivery, cutting delays by 35%. · Recognized by management for consistently exceeding service targets and promoting a customer-first culture. Verse Telecom Nigeria Ltd Customer Service Representative Nigeria Jan 2023 - Dec 2024 · Handled 70+ client inquiries daily via calls and in-person interactions by actively listening, clarifying needs, and offering tailored solutions, resolving 90% of cases at first contact. · Improved service tracking efficiency by 35% by accurately logging customer issues into the CRM, enabling faster follow-ups and team collaboration. · Reduced repeat complaints by 20% by explaining solutions clearly and providing practical step-by-step guidance to customers. · Conducted proactive follow-up calls to confirm resolution and collect feedback, boosting customer satisfaction scores by 15%. · Maintained a 99% accuracy rate in ticket and data entry by double-checking records and minimizing errors in the system. · Contributed to upselling activities by identifying customer needs and recommending suitable packages, leading to a 10% revenue growth in 6 months. · Trained and guided new staff members on effective customer handling and CRM usage, which improved the team’s response time by 25%. Kad Cinema & Entertainment Customer Service & Sales Representative Nigeria Jun 2017 - Dec 2018 · Assisted 100+ customers daily at ticket and product counters, ensuring fast service through clear communication and efficient queue management. · Processed payments and balanced cash daily with zero discrepancies, thanks to consistent accuracy and attention to detail. · Resolved customer complaints and escalations during busy events by staying calm, offering quick solutions, and maintaining a 95% conflict resolution rate. · Coordinated internal event logistics such as seating and traffic flow, which improved crowd movement efficiency by 30%. · Boosted snack and ticket sales by 12% by suggesting add-ons and creating engaging customer interactions. · Maintained branded and interactive counters that attracted more customers, increasing visibility and strengthening brand loyalty. · Delivered personalized customer service by remembering frequent customers’ preferences, encouraging repeat visits and stronger relationships. Education Ebonyi State University Bachelor of Science (B.Sc.) | Accounting Ebonyi State, Nigeria Certifications Virtual Assistant Certification Career Crafter’s Academy Nov 2022