Ruth Okoli

Ruth Okoli Customer Service Representative/Virtual Assistant --Enugu State, Nigeria PROFESSIONAL PROFILE Customer Service Representative/Virtual Assistant with experience delivering exceptional service in virtual and physical environments. Proficient in resolving diverse customer inquiries and issues tactfully to enhance customer satisfaction. Adept at streamlining administrative processes and implementing innovative solutions to enhance team productivity. Capable of leveraging technology to provide virtual support and maintain organized workflows. Committed to providing superior service and fostering positive relationships to drive business success. CORE SKILLS ▪Client Management ▪Customer Service ▪Sales ▪Communication Skills ▪Administrative Support ▪Data Analysis ▪Conflict Resolution ▪Detail Oriented ▪Time Management ▪Microsoft Office Suite ▪Teamwork ▪Problem Solving ▪Interpersonal Skills ▪Virtual Support ▪CRM ▪Intergrity ▪Organizational Skills ▪Appointment Scheduliung ▪Record-keeping ▪Documentation ▪Email & Phone support ▪Social Media Management ▪Zoom ▪Loom ▪Slack ▪Google Suite ▪Freshdesk CAREER SUMMARY Jan. 2024 – Present IT Fundamentals Programmer (Internship) Nobel Learning – Gaithersburg, USA Key Responsibilities:  Lead internet troubleshooting efforts, resolving 5+ technical issues monthly, ensuring seamless connectivity for 50+ staff members.  Execute visually engaging designs using Canva, contributing to a 10% increase in social media engagement for company promotions.  Craft compelling pitches and presentations, leading to a 5% improvement in client conversion rates during team meetings.  Develop presentation slides to communicate complex concepts and data for various presentations, ensuring clarity and engagement among the audience. Feb. 2022 – Dec. 2023 Customer Care Representative Krebers Nigeria Key Responsibilities:  Supported customers through product and service navigation and addressed 30+ queries daily, resulting in a 95% customer satisfaction rate.  Processed 50+ customer orders, returns, and exchanges weekly with 99% accuracy and utilized workspace management tools to improve team collaboration and customer service delivery.  Maintained detailed customer records for 1000+ clients, ensuring data integrity and facilitating swift follow-up communication.  Coordinated 20+ outgoing and incoming client calls daily and provided technical support. Dec. 2020 – Jan. 2022 Customer Support and Administrator Purple Dimples Fashion Key Responsibilities:  Expedited resolution of customer complaints and issues, achieving a 95% resolution rate and bolstering satisfaction.  Empowered customers with comprehensive product information, driving informed decisionmaking and yielding a 10% increase in sales.   Spearheaded the implementation of innovative approaches, elevating process efficiency by 15% and enhancing customer retention. Streamlined communication through drafting various business correspondences, ensuring seamless information flow internally and externally while optimizing email management, reducing response time by 20%. May 2013 – Aug. 2016 Front Desk Manager / Cashier Fammywhite Poly Key Responsibilities:  Provided friendly and professional assistance in addressing customer concerns and transaction issues, fostering positive interactions.  Managed concurrent transactions adeptly during peak periods, utilizing cash and bank cheques for seamless processing.  Maintained precise transaction records and ensured accurate accounting and reconciliation, resulting in a 15% reduction in discrepancies.  Conducted thorough product inspections pre- and post-purchase, facilitating smooth returns and enhancing customer satisfaction while promptly issuing receipts for transparency and documentation. KEY ACCOMPLISHMENTS  Exceptional Customer Satisfaction: Achieved a 98% customer satisfaction rating through effectively resolving inquiries and issues, showcasing strong communication skills and dedication to outstanding service.  Streamlined Administrative Processes: Implemented new organizational methods, resulting in a 20% reduction in response time to customer queries and enhancing overall team efficiency.  Customer Feedback System Implementation: Developed and implemented a customer feedback system, generating actionable insights that contributed to product improvements and increased customer loyalty, leading to a 15% increase in repeat business. EDUCATION AND CERTIFICATIONS 2024 Fundamentals Program Nobel Learning 2024 Exceptional Customer Service Skills HubSpot Academy 2023 IT Support Skills Digital Witch Academy 2023 Customer Service Skills Alison 2012 Bachelor of Arts in Mass Communication Imo State University - Owerri, Imo State REFERENCES Available on request