Perpetual Chekwube Okey

OKEY PERPETUAL CHEKWUBE CUSTOMER SUPPORT SPECIALIST - ||-|| LinkedIn Profile SUMMARY Customer Support Lead with 3+ years of experience driving high-impact support operations across fintech, edtech, and service-based sectors. Skilled in leading teams, resolving 100+ daily tickets, and maintaining SLA compliance above 98%. Proven ability to mentor new hires, optimize CRM workflows (Freshdesk, Excel), and collaborate cross-functionally with awareness of regulatory standards. Known for blending analytical rigor with empathy to deliver scalable customer experience solutions that boost retention and satisfaction. SKILLS ▪ Problem solving ▪ Administrative Support ▪ Empathy ▪Communication Skills ▪Time Management ▪Research Skills ▪Customer Support ▪Google Workspace ▪Microsoft Office ▪Technical skills ▪Detail-Oriented ▪Confidentiality PROFESSIONAL EXPERIENCE Customer Support Shift Lead 09/2023 –Till date FairMoney Microfinance Bank  Managed 100+ multi-channel customer queries daily via email, chat, and phone, achieving 98% SLA adherence.  Mentored 10+ new hires during onboarding, leading to 30% faster ramp-up time and improved team performance.  Escalated critical system downtimes via Slack, reducing average resolution time by 25%.  Coordinate and executed daily shift plans using scheduling tools to ensure optimal team coverage and uninterrupted service delivery.  Tracked agent productivity and SLA breaches using Freshdesk Analytics; implemented weekly reviews that improved team efficiency by 15%.  Monitor real-time performance dashboards and SLA metrics using Freshdesk Analytics to identify potential breaches, maintaining 98% compliance across customer support interactions.  Extracted and cleaned daily support data using Excel, enabling weekly performance dashboards for leadership review. Virtual Assistant 10/2024 – 01/2025 Open World Integrated Interiors  Responded to 20+ daily emails, maintaining a 95% within-24hr response rate.  Scheduled appointments and coordinated calendars using Google Calendar and Calendly, improving meeting efficiency and reducing scheduling conflicts by 30%.  Coordinated travel logistics, saving 12% on monthly travel costs through improved vendor selection..  Reconciled monthly expenses with 100% accuracy using Excel and Google Sheets. IT Support Specialist 03/2022 – 04/2024 Capital Jamb CBT Center  Delivered technical support during computer-based exams by setting up systems and troubleshooting technical issues, contributing to a 98% incident-free examination process.  Mentored over 100 candidates by providing hands-on guidance on system navigation and test strategies, enhancing students’ confidence levels and reducing anxiety and technical errors by 40%.  Resolved candidate inquiries and complaints promptly by applying communication and effective problem-solving techniques, achieving a 90% issue resolution rate on the first contact. Strengthened candidate relationships through regular status updates and follow-up on change of institution and document upload requests, improving client satisfaction and minimizing inquiries.  Administrative Assistant Ugoms Agro-Limited 08/2021 – 07/2023  Researched on agricultural markets, pricing trends, and competitors, delivering insights that influenced strategic planning and improved product positioning and pricing decisions.  Prepared reports, slide presentations, and official documentation for stakeholders and board meetings, contributing to effective communication and alignment on key business goals. Streamlined administrative workflows by digitizing documentation and introducing standardized templates, reducing task completion time by 30% and increasing team productivity.  Independent Researcher 08/2020 – 03/2021 University of Nigeria, Nsukka  Conducted comprehensive research for academic projects using scholarly databases and credible online sources, resulting in high-quality, data-driven reports and increasing grades to over 90%.  Synthesized complex academic information into clear, well-structured reports and presentations aligned with institutional standards, improving peer understanding and project evaluations.  Enhanced research outcomes by applying advanced data entry and documentation techniques using Google Sheets, ensuring accurate analysis and minimizing data discrepancies by over 95%. KEY ACHIEVEMENTS Leadership & Mentorship:  Selected by ALX to mentor a group of 15+ aspiring Virtual Assistants, providing skillbuilding support, contributing to a 90% participant completion rate.  Mentored e new hires during onboarding, guiding customer service protocols and tools.  Assisted team members in improving communication and problem-solving skills, enhancing team performance. EDUCATION Bachelor of Science in Agricultural Extension | 2021 University of Nigeria – Nsukka, Enugu State, Nigeria CERTIFICATIONS        Digital Technology - Business School London Certification in Virtual Assistance - ALX Certificate of Training in In-Demand IT Skills - Digital Witch Support Team Technical Support Fundamentals Foundation - Coursera Project Management Skills for Leaders (PMI) – LinkedIn Learning Problem Solving and Troubleshooting – LinkedIn Learning Developing Quality Customer Service Skills - LinkedIn Learning REFERENCES Available on request