Okonkwo Florence Ngozi

Remote Customer Support Specialist

Awka, Anambra State, Nigeria.

About

Highly proficient Remote Customer Support Specialist with a proven ability to resolve complex customer issues at first contact, enhance client retention, and uphold quality standards in fast-paced digital environments. Leverages expertise in CRM tools, Microsoft Office, and Google Workspace to consistently improve customer satisfaction and streamline operations through clear communication and systematic problem-solving. Certified in Virtual Assistant & CRM Fundamentals, driving impactful support outcomes.

Work

LM Tech Hub

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Call Center/Customer Support

Awka, Anambra State, Nigeria

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Summary

Managed diverse customer inquiries across WhatsApp and call center channels, ensuring professional and empathetic resolution for enhanced satisfaction.

Highlights

Managed a high volume of WhatsApp and call center inquiries, consistently resolving issues with professionalism and empathy to maintain service excellence.

Utilized CRM tools to accurately record and track client issues, facilitating quick resolution and improving overall support efficiency.

Collaborated cross-functionally with technical teams to address complex issues, directly contributing to improved customer experience and satisfaction rates.

Demonstrated strong multitasking and problem-solving skills to navigate fast-paced digital environments, effectively managing multiple client interactions simultaneously.

Jaratel Technologies

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Remote Customer Support (Intern)

Anambra State, Anambra State, Nigeria

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Summary

Provided real-time customer support via live chat, efficiently resolving inquiries and complaints to ensure high levels of customer satisfaction.

Highlights

Handled a high volume of real-time customer inquiries via live chat, providing clear and concise responses to achieve swift issue resolution.

Efficiently resolved diverse customer complaints and complex issues, consistently ensuring high customer satisfaction through effective problem-solving.

Managed multiple chat conversations simultaneously while upholding rigorous quality standards for each interaction.

Documented customer interactions and escalated complex technical issues using designated support tools, ensuring accurate record-keeping and timely resolution.

Summer Hill Hospital & Maternity

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Laboratory Assistant

Nkpor, Anambra State, Nigeria

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Summary

Maintained accurate patient and sample records with strict confidentiality, providing essential support to staff and patients.

Highlights

Maintained accurate and confidential patient and sample records, ensuring data integrity and compliance with privacy standards.

Supported medical staff and patients by providing clear information and assistance, enhancing operational efficiency and patient experience.

Demonstrated precision and accountability in documentation and service delivery, contributing to reliable laboratory operations.

Processed and organized laboratory samples, ensuring proper handling and preparation for analysis.

Volunteer

Social Media Manager

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Success Hub Learning Community

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To strengthen Success Hub Learning Community’s online visibility, attract and retain audience interest, and support the organization’s mission through effective digital communication.

Health Education Tutor

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Mater Amabilis Secondary School

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Educated and engaged over 300 students in health courses, fostering understanding through interactive and outdoor activities.

Highlights

Educated and engaged over 300 students in health courses, utilizing interactive and outdoor activities to significantly improve understanding and participation.

Served as a dedicated counselor and mentor, providing guidance and support to students for academic and personal development.

Coordinated social outings and educational competitions, successfully enhancing student participation and fostering teamwork skills.

Supervised preparation and sanitation protocols, ensuring a conducive and safe learning environment for all students.

Tutor (NYSC Service Year)

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Distinction Secondary School

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Provided educational support and administrative assistance, enhancing communication and organizational efficiency.

Highlights

Responded promptly and courteously to student and parent inquiries, improving communication flow and stakeholder satisfaction.

Created and organized comprehensive digital reports and correspondence, streamlining administrative processes and record-keeping.

Strengthened communication and emotional intelligence skills through daily interactions, proving essential for effective student and parent engagement.

Assisted with classroom management and educational activities, contributing to a positive learning atmosphere.

Vice President

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St Augustine Catholic Chaplaincy

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Elected Vice President of the Nigerian Federation of Catholic Students (NFCS) a structured student leadership role responsible for the welfare, development, and coordination of Catholic students within the chaplaincy community. Student Leadership & Welfare - Oversaw the registration, welfare tracking, and general wellbeing of Catholic students, coordinating with other student organisation heads to ensure no student was overlooked or unsupported. Programme Development - Conceptualised and launched a Skill Acquisition Programme for Catholic students identifying resource personnel, coordinating logistics, and delivering a structured initiative that expanded students' practical capabilities beyond the classroom. Health & Wellness Advocacy - Organised a dedicated health workshop for female students (Maloti Group the female Catholic students' fellowship) - coordinating speakers, managing attendance, and delivering a structured wellness education session. Student Counselling - Provided one-on-one counselling and guidance to students navigating personal challenges, building active listening, empathy, and problem-resolution skills directly applicable to people-facing professional roles.

Education

3MTT Nigeria, Next Gen Cohort

Anambra, Nigeria
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Online Data Analysis and Visualisation

Federal Polytechnic, Oko

Oko, Anambra State, Nigeria
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HND Science Laboratory Technology Grade: 3.52

Federal Polytechnic, Oko

Oko, Anambra State, Nigeria
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OND Science Laboratory Technology Grade: 3.43

Languages

English

Fluent

Igbo

Native

Certificates

Virtual Assistant & CRM Fundamentals

Career Crafters Academy

Professional Soft Skills & AI Productivity

Microsoft / LinkedIn

Career Essentials in Data Analysis

Microsoft and LinkedIn

Health, Safety & Environment (HSE MS)

IIPSM

Nigerian Institute of Science Laboratory Technology (NISLT)

NISLT

Mogi Global Leadership Certification

Mogi Global

Skills

Email Support

Email Management.

Chat Support

Chat Support.

Call Support

Call Support.

Active Listening

Active Listening.

Communication Skills

Communication Skills.

Interpersonal Skills

Interpersonal Skills.

Microsoft Office Suite

Microsoft Office Suite.

Google Workspace

Google Workspace.

Time Management

Time Management.

Multitasking

Multitasking.

Record Keeping

Record Keeping.

Client Follow-up

Client Follow-up.

Empathy

Empathy.

Customer Retention

Customer Retention.

Problem-solving

Problem-solving.

Trello

Trello.

ClickUp

ClickUp.

AI Productivity Tools

AI Productivity Tools.

Remote Collaboration

Remote Collaboration.

Virtual Team Support

Virtual Team Support.

Attention to Detail

Attention to Detail.

Customer Relationship Management (CRM)