Okpara Nkechi

Vivian okpara (Customer SUPPORT | Virtual Assistant |Telemarketing) Lagos, Nigeria https://www.linkedin.com/in/vivian-okpara-015a7550 Career summary Detail-oriented Customer Support and Client Relationship specialist; with [6 years] of solid background in delivering exceptional customer service to busy founders, enhancing customer satisfaction and retention while leading high-performing support teams. Proven track record of consistently exceeding KPIs, reducing churn, fostering a collaborating and yet a customer-first culture that ensure loyalty, innovation, proactive and technical support system which is scalable across various industries. Skills and abilities • CRM software proficiency (HubSpot, Zendesk, Salesforce) • Live Chat, cold calling, (Intercom, Live chat) • Email, independent multi-tasking and Time Management • Social Media Support tool (If needed) • Remote Collaboration Tools (Microsoft Team, Zoom, Slack) • Microsoft Office / Google Workspace • Help Desk & Ticketing System Knowledge • Data Entry & Basic Reporting • Lead Generation (Apollo, LinkedIn sales Navigator) • Product Knowledge Base/ FAQ Management/ Documentation Handling • Customer- centric mindset, organized • Active Listening | Critical Thinker | Empathetic Communication • Troubleshooting | Problem-solving | Attention to detail • Project management (Monday.com. Asana, Trello) • AI Prompt Generation/Automation (ChatGPT, Zapier) Experience Ron Logistics, NigeriaSep 2022- present • Reduce churn customer rate by 15% in 4 months through direct customer interactions, social selling, relationship building following-up on sales, while pioneering a new remote sales tactics and forecasting for revenue growth, yet ensuring investment strategy that can generate more sales. • Manage over 100 high profile clients related inquires within 24 hours, that improves overall customer satisfaction and retention rate by 25% through prompt email, live chat response and empathetic support. • Handles over 100+ multi- channel support inquiries weekly with over 99% accuracy, tactical and mastering hands-on tools such as Freshdesk, HubSpot and Slack. • Onboarding and training 15+ new support agents, reducing training ramp-p time by 40% by creating SOP manuals and hosting workshop session. Sage Software- Lagos NGFeb 2018- Aug 2020 • Generated 15-25 qualified leads/ appointments per week as measured by CRM records and sales workflow while conducting strategic cold outreach via phone, B2B & B2C telemarking. email, and social media. • Identify over 80% potential clients and gathering data’s about their needs and building a positive rapport, while scheduling meet between client and account executives to ensure sales closures. • Persisting and persuading 10-20 customers weekly to make purchase Sage SaaS for product subscription ensuring it significantly fits level of cloud maintenance of cloud, upselling and gross selling product upgrades, tailored to every targeted customer, while still schedule a follow-up appointment via phone. • Conduct market research, inbound and outbound calls, cold email marketing/ campaigns and audience segmentation with other marketing team member to ensure overall sales objectives and improve team performance. EMTS Etisalat- Lagos NGMay 2012- Jan 2018 • Respond and listen to 95% of high-volume inbound calls within 24 hours using VoIP and Dialer and resolving complaints promptly, yet motivating and reviewing KPI for team members and creating reports for directors. • Providing over 100 help-desk support as measured by quality assurance, rising technical tickets to IT support and escalating critical issues to Backoffice when necessary. • Communicate 90% of company’s value proposition, product knowledge, upselling and cross-selling to customers. • Handle other executive admin and operational support related workload across 3+ call center regions remotely by managing emails, scheduling virtual meetings and managing designated regions office setup and backup systems to maintain a 100% uptime. • Handle over 80+ calls, email, and chat inquiries daily and ensuring average handling time and customer satisfaction rate of 90% is achieved by maintain a friendly but solution- focus approach. Education National Open University of Nigeria 2019 – 2022 MSc, Mass Communication University of Lagos - Professional Diploma in Early Childhood Education Madonna university- Anambra NG- BSc Mass communication Language English and Igbo native speaking CERIFICATES Coursera- Project Management: Professional Certificate 2023 Premier TEFL Highfield Qualifications: Level 5 certificate in Teaching English as a foreign 2022 SAGE Software: L Sales Guru Training for frontline Executives; Sage Business Cloud Adviser 2018 Orange Academy: Integrated Brand Management 2015 references On Request