Opara Deborah

OPARA, CHIEMENA DEBORAH Customer Support Specialist- - Rivers State, Nigeria LinkedIn SUMMARY I have over 2 years of experience working in fast-paced customer service environments, where I provided real-time support via phone, email, and chat. In these roles, I handled a high volume of customer inquiries daily, often resolving complex issues under pressure while maintaining a calm and professional tone. I consistently met performance targets, including call volume, response time, and customer satisfaction scores. My ability to stay composed, empathetic, and solution-focused helped me build trust with customers and contribute to team success in dynamic work settings. CORE SKILLS Customer Support & Relationship Management • Inbound and Outbound Support (Phone, Email, Chat) • Billing Assistance and Payment Recovery • Customer Needs Assessment & Issue Resolution • Retention and Trust Building Technical & CRM Tools • Zendesk, Freshdesk, HubSpot • AnyDesk, Zoom, Skype • Zapier Integrations Process Improvement • Knowledge Base Creation • Workflow Automation • Data Accuracy and Reporting Soft Skills • Empathy and Active Listening • Clear, Professional Communication • Rapid Adaptability and Calm Under Pressure • Emotional Control and Tone Sensitivity WORK EXPERIENCE Customer Service Representative Apudan Global Services LTD | Nigeria 01/2019 – 12/2022 | Onsite • Handled 50+ daily inquiries on billing, lease agreements, and maintenance requests with a 98% satisfaction rate. • Recovered 70% of overdue payments through structured follow-ups and clear documentation. • Reduced dispute resolution time by 50% by mediating between clients and property owners, strengthening trust and retention. • • Achievements Created standard operating procedures that cut manual tracking time by 60% across multiple client accounts. Maintained 100% CRM accuracy, supporting reliable reporting and decision-making. • Recovered ₦1M+ in overdue payments and lost revenue by strengthening account tracking and customer engagement. Client Support Kadeb Global Ventures | Nigeria 01/ 2023 – 04/ 2024 • Acted as the first point of contact for clients, handling walk-in and phone inquiries with professionalism and empathy. • Managed and updated client records, ensuring all information was accurate, organized, and confidential. • Verified submitted documents for completeness and authenticity before processing loan-related requests. • Coordinated client schedules, including follow-ups and rescheduling appointments, to ensure smooth daily operations. • Supported loan officers by preparing client files, reducing administrative delays, and improving overall workflow efficiency. Achievements. • Improved inquiry resolution time by 65% through process documentation and follow-up standards. • Maintained 100% CRM accuracy, reducing reporting errors Call Center Telemarketer Unateus | Russia. 04/2025 –06/2025 | Remote • Converted 15% of 120+ daily outbound calls to completed sales by tailoring product information to customer needs. • Managed the entire sales process in CRM systems, from first contact through order fulfillment. • Boosted delivery success rate to 92% by verifying 50+ customer locations weekly with mapping tools. • Collaborated with operations teams to ensure timely, accurate deliveries and address any customer concerns promptly. Achievements • Commended for strong upselling and cross-selling skills, leveraging deep product knowledge and using the right terms to convert leads into paying customers. • Praised for calm, and patient communication, especially in handling challenging customer tones and moods without escalation. • Appreciated for displaying emotional intelligence, answering questions with clarity and maintaining a positive brand impression in every conversation. EDUCATION Bachelor of Arts in English and Literary Studies Niger Delta University, Nigeria 2017 CERTIFICATIONS • Customer Relationship Management – Udemy • Virtual Assistant Program – ALX Africa • On-Demand IT Skills – Digital Witch Community • Customer Service Foundations – CustomerSuccessU