UFUOMA MARK OKI
OBJECTIVE
Versatile and results-driven professional with proven experience in call
center operations, customer service, and virtual administrative support.
Skilled in handling high-volume customer interactions, resolving issues
with empathy, and managing remote tasks such as scheduling, email
management, and CRM updates. Seeking a dynamic role where I can
apply my communication skills, technical proficiency, and organizational
abilities to enhance customer satisfaction, streamline operations, and
contribute to overall business efficiency.
Contact
@
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EXPERIENCE
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CareLine Connect
Call center Agent
Federal capital territory, Abuja
providing exceptional customer support across multiple
100%
sectors (telecom, e-commerce, banking).
Resolved customer inquiries, complaints, and technical
issues with a 90% first-call resolution rate.
Active listening
100%
Accurately documented call information using CRM software
Empathy and patience
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Handled an average of 80+ inbound and outbound calls daily, 20/10/2017
Skills
Excellent written and verbal
communication
05/10/2016
100%
(e.g., Zendesk, Freshdesk), ensuring up-to-date records.
Provided product and service information to customers,
Clear and articulate phone
100%
Conflict resolution
100%
Call control techniques
100%
promoting upselling and customer retention.
Collaborated with team leads and quality assurance to
improve call scripts and customer interaction strategies.
Received “Agent of the Month” 3 times for top performance in
call handling, empathy, and resolution speed.
Google Workspace / Microsoft
Office, Canva
100%
CRM systems (HubSpot, Zoho,
etc.)
100%
Online Research and reporting
100%
Data entry and management
100%
TransCall International
Call center Agent
Supported senior agents with basic customer service tasks
11/11/2017
05/06/2018
and call monitoring.
Learned effective communication techniques, call etiquette,
and CRM documentation.
Assisted with email follow-ups and live chat responses.
Participated in training on conflict resolution, data privacy,
and call escalation procedures.
NeoTalk Hub
Call Center Agent
Responded to a high volume of incoming and outgoing calls
daily, delivering prompt and courteous assistance to
customers from diverse sectors.
Efficiently resolved customer concerns and inquiries,
consistently achieving a high first-contact resolution rate.
Maintained accurate and up-to-date records of all customer
interactions using CRM platforms such as Zendesk and
Freshdesk.
Offered clear guidance on products and services, supporting
customer satisfaction and retention efforts.
Collaborated with team leads to enhance service quality and
streamline communication strategies.
Honored multiple times as “Employee of the Month” for
exceptional service, professionalism, and issue resolution
02/09/2018
31/12/2018
Prestige Contact Group
Customer Service Representative
Successfully resolved customer issues and complaints,
maintaining a 90% first-contact resolution rate.
Logged call details
Responded to a high volume of incoming and outgoing calls
daily, delivering prompt and courteous
Delivered friendly and effective support to customers via
phone, email, and live chat, resolving inquiries and
complaints with a focus on satisfaction and efficiency.
Maintained a high level of product knowledge to guide
customers in choosing the right services and troubleshoot
common issues.
Logged all interactions in the company’s CRM system,
ensuring accurate tracking and follow-up on customer
requests.
Handled up to 100+ customer interactions daily, maintaining
a professional and empathetic tone at all times.
Escalated complex issues to appropriate departments and
followed through to ensure complete resolution.
Contributed to a 20% increase in customer satisfaction
scores through clear communication and proactive service.
17/02/2019
21/10/2019
Vertex Contact Solutions
Customer Service Representative
02/12/2019
-
Supported the customer service team in managing incoming 04/05/2020
calls and assisting with routine queries.
Learned core principles of effective customer interaction,
data entry, and conflict resolution.
Participated in ongoing training on customer care best
practices, complaint handling, and CRM tools.
Helped track customer feedback and prepared daily support
reports for team leads.
CrossVoice Network
Customer Service Representative
Provided top-notch assistance to customers by phone and
email, ensuring timely resolution of billing issues, service
interruptions, and product inquiries.
Demonstrated empathy and patience, even in high-pressure
situations, resulting in a 95% customer satisfaction rating.
Collaborated with cross-functional teams (technical support,
sales, billing) to deliver a seamless customer experience.
Met or exceeded performance targets for call handling time,
response rate, and quality assurance audits.
Identified recurring customer issues and shared insights with
supervisors to help improve internal processes.
Trained and mentored new team members on customer
interaction skills and CRM systems.
08/08/2020
11/09/2021
AutoVA Systems
Virtual Assistant
02/02/2022
-
Provided comprehensive administrative support to 5+ clients 31/12/2022
across industries including e-commerce, real estate, and
consulting.
Managed calendars, scheduled meetings, and coordinated
virtual appointments using tools like Google Workspace,
Calendly, and Zoom.
Handled email management, responding to inquiries,
organizing inboxes, and drafting professional
correspondence.
Created and updated spreadsheets, reports, and
presentations to support daily operations and project
tracking.
Managed social media accounts (Facebook, Instagram,
LinkedIn), including content scheduling, audience
engagement, and basic graphic design using Canva.
Performed online research, data entry, and CRM updates with
high accuracy and attention to detail.
Maintained client confidentiality while working independently
in a deadline-driven environment.
Remote VA Network
Virtual Assistant
Supported small business owners by handling daily
06/01/2023
14/09/2023
administrative tasks, improving workflow and productivity.
Scheduled and confirmed meetings, followed up on
deadlines, and managed shared files via Google Drive and
Dropbox.please
Responded to customer support tickets and live chats using
platforms like Zendesk and Tidio.
Assisted in basic bookkeeping tasks including invoice
creation, payment tracking, and expense monitoring with
Wave & QuickBooks.
Helped with travel planning, itinerary preparation, and vendor
communications.
Built positive relationships with clients by maintaining
professionalism, responsiveness, and discretion.
GlobalDesk Assistant
Virtual Assistant
15/11/2023
- Present
Supported small business owners by handling daily
administrative tasks, improving workflow and productivity.
Scheduled and confirmed meetings, followed up on
deadlines, and managed shared files via Google Drive and
Dropbox.
Responded to customer support tickets and live chats using
platforms like Zendesk and Tidio.
Assisted in basic bookkeeping tasks including invoice
creation, payment tracking, and expense monitoring with
Wave & QuickBooks.
Helped with travel planning, itinerary preparation, and vendor
communications.
Built positive relationships with clients by maintaining
professionalism, responsiveness, and discretion.
EDUCATION
Olabisi onabanjo University
2013
Computer Science
RemoteEdge Academy
2022
Call center Managemet
Udemy
Data Entry Skills from basic to advanced
Certification by Microsoft
2025
Udemy
Customer Support skills
Certification
2025
