Sharon Okwu

SHARON OKWU CUSTOMER SUPPORT CONTACT--No 20a Akpo Gaduwa Villa Abuja. EDUCATION- COVENANT UNIVERSITY Master of Art in English 2010 - 2014 COVENANT UNIVERSITY Bachelor of English and Literary Studies SKILLS Customer Relationship Management Customer Service Customer Satisfaction Online Chat Support Phone Support Effective Communication Customer Care Active Listening Problem Solving Order and Ticket Management Conflict Resolution Time Management and Multitasking LANGUAGES English (Fluent) PROFILE An experienced and charming customer support who specialized in providing exceptional support, investigating and resolving customer complaints and issues professionally. Skilled in effective communication and active listening to understand their concerns and show genuine care. Insatiable curiosity to reach the root cause of issues and leave no stone unturned in finding a lasting solution to customer problems. Able to put myself in others’ shoes, combined with my follow-through skill, allowing me to effectively build rapport with customers, creating a memorable experience that fosters loyalty and trust. WORK EXPERIENCE Alpha Technologies Customer Support JULY 2024 - JANUARY 2025 Handle customers inquiries and resolve issues across various channels (email, live chat, and social media) using Zendesk, ensuring prompt, friendly, and accurate response. Identify and troubleshoot customer issues, working quickly to provide solutions. Ensure customer satisfaction by delivering personalized and effective solutions. Proper knowledge of products, services, and policies to ensure that we are operating with the most up-to-date industry trend and best practices. Processed customer refund tickets, addressing concerns, verifying orders, and ensuring prompt resolution in line with company policies Managed customer return requests, providing step-by-step guidance on the return process, and ensured timely and accurate follow-up on all return requests daily. Resolving disputes related to unauthorized charges or duplicate payments. Initiating refunds upon customer request and explaining processing times. Responding to chargeback disputes, gathering necessary documentation, and submitting evidence to Stripe. Prime Rate Staffing August 2023 - July 2024 Customer Support Addressed customer questions and concerns through multiple channels (email, chat, phone) promptly and accurately. Documented interactions and follow- ups, and track customer issues to ensure prompt resolution. Ensure customer satisfaction by delivering personalized and effective solutions. Proper knowledge of products, services, and policies to ensure that we are operating with the most up-to-date industry trend and best practices. Collaborate with other departments by escalating complex cases as needed to ensure timely and complete resolutions. TECHNICAL PROFICIENCY WORK EXPERIENCE Zendesk Freshdesk Hubspot Asana Trello Clickup Calendly Shopify Microsoft Teams Slack Andrias World Customer Support DECEMBER 2021- JUNE 2023 Respond to customer inquiries via email, chat, phone, and social media regarding product details, sizing, and stock availability. Troubleshoot issues such as lost shipments, damaged products, and payment failures. Address complaints professionally, ensuring a high Customer Satisfaction Score Monitor order fulfillment and liaise with warehouse or suppliers to resolve delays. Process refunds, exchanges, and returns based on store policies. Initiating refunds upon customer request and explaining processing times. Oncall Staffing Agency MAY 2019 - AUGUST 2021 Healthcare Recruiter Streamlined the candidates recruiting process, reducing average recruitment time by 30% through the implementation of a systematic tracking and documentation approach. Improved the quality of recruited candidates by 25% by analyzing candidates profiles and refining sourcing strategies across multiple marketing channels, resulting in higher hiring success rates. Recruit qualify Nurses and connect clinical healthcare professionals who are in the top 20% of their field and aligns them with healthcare employers who are looking for the top individuals in the field. Responsible for screening candidates and ensuring candidates suitability to open positions and job opportunity. Managed annual contract renewals between the nurses and the facilities Achieved a 20% increase in the hiring rate by implementing targeted sourcing strategies and optimizing the recruitment process. AVAILABILITY Available 40+ hours per week (Monday - Friday) Flexible to accommodate different time zones REFERENCE Available upon request