Okpala Chidimma

CHIDIMMA EVANGELINE OKPALA Awka, Anambra State, Nigeria Professional Summary Versatile and resourceful remote professional with more than 3 years of experience in customer support, administrative operations and fintech services. Skilled in digital communication, workflow optimization and client engagement across global teams. Known for reliability, adaptability and a strong ability to manage multiple priorities in fast-paced virtual organizations. Skills         Customer and fintech support (Trello, Freshdesk, Slack, Google workspace, Zendesk and Intercom). Virtual Assistance and remote operations. Customer Relationship Management and workflow optimization (Hubspot). Lead Generation and Telemarketing (Apollo, SalesForce CRM, Lemlist). Appointment Setting (Calendly, Picktime, Acuity Scheduling). Bookings and Itinerary Management (AirBNB, Priceline, Booking.com). Data Entry, Reporting and Documentation Accuracy. Cross-Team Collaboration. Professional Experience Loan Recovery Agent Noble Microfinance Bank, Nkpor, Anambra State     Managed over 100 active loan accounts, maintaining a 70% recovery success rate through empathetic negotiations. Created weekly performance dashboards and portfolio reports for management visibility. Collaborated with finance and legal teams to develop effective recovery strategies and client outreach templates, reducing default resolution time by 20%. Identified at-risk accounts early and implemented personalized outreach, improving repayment compliance and customer retention. Customer Service Officer Noble Microfinance Bank Nkpor, Anambra State     Jan 2017 - Feb 2019 Delivered real-time customer support via email, phone, and chat, achieving a 95% satisfaction rate. Managed more than 50 customers daily, resolving issues efficiently while upholding brand tone and accuracy. Reconciled client accounts and improved reporting accuracy, reducing financial discrepancies by 30%. Partnered with IT and finance departments to resolve account access and digital payment challenges. Administrative Assistant Achievers University, Owo, Ondo State, Nigeria     Jul 2020 - Dec 2021 May 2015 - Apr 2016 Provided administrative and clerical support to multiple departments, improving coordination efficiency by 25%. Managed student application data with 99% accuracy using digital systems. Assisted in organizing academic events and staff meetings, ensuring seamless logistics and communication. Introduced a centralized digital filing system, reducing document retrieval time by 40% Education Bachelor of Science in Economics Caritas University, Enugu, Nigeria 2010 - 2014