Queen Orok

QUEEN KINGSLEY OROK Abuja,Nigeria ¦ Email:- Customer Service Representative|Customer Support Representative PROFESSIONAL SUMMARY Detailed and Reliable Customer Service & Support Representative with proven experience in delivering high-quality support via inbound calls, emails and chats, resolving inquiries and managing client interactions in fast-paced environments. Skilled in handling high-volume requests, maintaining accurate records and providing timely, solutiondriven communication. Demonstrated success in improving response efficiency by 20% and reducing documentation errors by 60% through structured workflows. Proficient in Zendesk, Google Workspace, and Microsoft Office, with the flexibility to work across U.S. and global time zones. CORE COMPETENCIES • • • • • • • • • • Inbound & Outbound Customer Support Email, Phone & Chat Support Inquiry Handling & Issue Resolution Complaint Handling & Escalation CRM Documentation & Follow-ups Customer Retention & Relationship Building Time Management & Multitasking Remote Work Discipline Professional English Communication Tools: Zendesk, Google Workspace, Microsoft Office, Zoom KEY ACHIEVEMENTS • • • • • • Improved customer response time by 20% by implementing structured follow-up systems Increased customer satisfaction through clear communication and proactive support Improved call handling efficiency by 20% by using structured call flows and CRM documentation Maintained accurate CRM records of calls, messages and customer interactions Worked independently in a remote setting, consistently meeting daily and weekly performance targets Managed 30+ weekly inbound and outbound customer interactions, ensuring prompt resolution PROFESSIONAL EXPERIENCE Ifeanyi Nwoga & Associates Customer Service and Support Representative Remote Jan 2023 – Dec 2025 • Handled 30+ weekly inbound calls and customer inquiries, improving satisfaction by delivering prompt, accurate, and professional responses • Increased response efficiency by 20% by prioritizing high-volume requests and implementing structured follow-up systems • Resolved customer issues efficiently, reducing delays by coordinating with internal teams and external stakeholders • Maintained 100% accurate customer records by updating CRM systems and tracking all interactions consistently • Reduced repeat inquiries, improving customer understanding by clearly explaining processes and next steps • Managed sensitive customer information, ensuring full compliance with confidentiality and data protection standards • Prepared and delivered professional communications, improving engagement and response rates Sparkle Rooms Customer Support Assistant Akwa Ibom State, Nigeria Oct 2022 – Dec 2022 • Responded to inbound customer inquiries, increasing service efficiency and customer satisfaction • Improved data accuracy by 30% by maintaining structured and organized customer records • Supported issue resolution, ensuring timely follow-ups and effective communication • Enhanced workflow efficiency by assisting with daily administrative and support tasks EDUCATON BARRISTER AT LAW- SECOND CLASS HONOURS Jan 2024- Dec 2024 Benson Idahosa University Bachelor of Law (LL.B.) – SECOND CLASS HONOURS (UPPER DIVISION) TOOLS AND SOFTWARES • CRM: Zendesk, Freshdesk • Communication: Zoom, Microsoft Teams, Email, Phone • Productivity: Google Workspace, Microsoft Office • File Management: Google Drive, Dropbox SOFT SKILLS • Excellent Verbal & Written Communication • Active Listening & Customer Empathy • Problem Solving & Conflict Resolution • Time Management & Multitasking • Attention to Detail & Accuracy • Adaptability in Remote Work Environments • Flexible to work across U.S. and global time zones CERTIFICATIONS • • • NDPC Privacy 101 Certification Customer Relationship Management – Belle Image Skills Volunteer Certificate – Spotlight Initiative (EU & UN Program) Edo State, Nigeria Sept 2017 – Sept 2022