Okoye Onyekachi

OKOYE CLARA ONYEKACHI| CUSTOMER SERVICE PROFESSIONAL| VIRTUAL ASSISTANT- Lagos, Nigeria | - PROFESSIONAL SUMMARY Dedicated Customer Representative and Virtual Assistant with a proven track record of excellence in delivering exceptional service and support. With a focus on driving customer satisfaction, I consistently achieve a 95% high customer satisfaction rating through proactive problem-solving and attentive assistance. By resolving 90% of customer issues on the first contact, I effectively mitigate escalations and enhance overall satisfaction levels. Additionally, my efforts have contributed to a remarkable 90% customer retention rate, demonstrating my commitment to building lasting relationships. Through active participation in knowledge base contributions and gathering customer feedback, I continuously strive to improve service quality and exceed expectations. Ready to leverage my expertise to deliver unparalleled support and drive positive outcomes for your business. CORE COMPETENCES/SKILLS Negotiation skills Effective Communication Conflict Resolution Time Management Collaboration Adaptability Thought Leadership. Dedication to Work Brand Marketing. Impeccable Diction Emotional Intelligence Confidentiality RELEVANT EXPERIENCE CUSTOMER SUPPORT REPRESENTATIVE Gladys Communications -. March 2023– Present Work across all sections of personal lines, including handling renewals, processing mid-term adjustments, and addressing after-sales customer enquiries. Build and maintain strong rapport with customers to foster positive relationships and enhance customer satisfaction. Focus on retaining existing business and achieving renewal retention targets through effective customer relationship management. Ensure accuracy and completeness of all data by keeping records up to date in the applied relay systems. Handle customer requests promptly and efficiently, addressing inquiries and resolving issues to the satisfaction of the customer. Provide consistently high levels of customer service, demonstrating professionalism and empathy in all interactions. Process administrative duties with precision and attention to detail, ensuring all tasks are completed accurately and on time. Demonstrate excellent organizational skills and the ability to prioritize tasks effectively, working both independently and collaboratively within a fast-paced environment. CUSTOMER SUPPORT REPRESENTATIVE August 2018-October 2020 Annunciation Specialist Hospital 1. Acted as the first point of contact for both external and internal customers, providing expert advice and solutions to address their medical needs and inquiries. 2. Managed a portfolio of small to large businesses, ensuring their satisfaction and driving sales through proactive engagement and relationship-building. 3. Provided exceptional customer service in a fast-paced, dynamic, and KPI-driven environment, while maintaining a customer-centric approach. 4. Established and maintained strong, lasting relationships with customers by focusing on long-term sustainable solutions rather than hard selling tactics. 5. Collaborated with customers to understand their business needs and demonstrate how our products could add value. 6. Actively engaged with customers to identify opportunities for product adoption and upselling, contributing to the company's market leadership position. 7. Successfully met and exceeded performance targets and KPIs, demonstrating a commitment to excellence in customer service and sales. 8. Played a key role in enhancing the company's reputation as a trusted partner by consistently delivering exceptional service and fostering positive customer experiences.. VIRTUAL ASSISTANT Freelance January 2022- December 2022 1. Streamlined and maintained internal processes to support the highest-ranking executives companywide, effectively coordinating internal and external resources to expedite workflow. 2. Liaised between upper management and employees, managing communication with internal and external executives on various projects and tasks to ensure smooth operations. 3. Managed professional and personal scheduling for C-Level executives, including agendas, mail, email, calls, travel arrangements, client management, and other company logistics. 4. Organized and prioritized work to ensure the top goals of senior executives were met, company goals were achieved, and best practices were upheld, contributing to operational efficiency. 5. Maintained professionalism and strict confidentiality with all materials, exercised discretion, and due diligence when interfacing with clients and stakeholders, ensuring the protection of sensitive information and maintaining trust. EDUCATION School of Nursing | Bishop Shanahan Nursing CERTIFICATIONS AND COURSES Udemy • Customer Service • Customer Support • Customer Experience Digital Witch IT Support • In Demand Skills 2015 TOOLS Microsoft word-Microsoft Excel -Zendesk - Livechat - Trello - MailChimp - HubSpot – Microsoft TeamsAirtable Canva - StoryChief - Socialbee - Buffer – Zoho CRM - Asana - Zoom – Notion – SurveyMonkey- Calendly–