OKONKWO
OBINNA

Virtual Assistant / Customer Support · Remote

• Delivered fast, accurate customer support across WhatsApp, Instagram, and phone channels, processing 50+ orders weekly at a 95%+ satisfaction rate
• Slashed average response time by 60% by designing templated replies and a streamlined FAQ workflow
• Orchestrated international order fulfillment to South Sudan, Australia, and other markets with zero fulfillment complaints
• Produced and scheduled platform-specific social content across Instagram, Twitter/X, and WhatsApp Business that grew repeat purchases and generated consistent 5-star reviews
• Wrote conversion-focused sales copy and customer messaging tailored to each platform and audience

Teller · Lagos, Nigeria

• Executed 80+ customer transactions and inquiries daily in a high-volume retail branch
• Sustained 99%+ cash-balancing accuracy with zero discrepancies across 5 consecutive years
• Resolved 90%+ of customer complaints at first contact, escalating and tracking complex cases to full resolution
• Mentored incoming tellers on KYC, fraud checks, and customer-service standards, strengthening branch-wide compliance
• Championed bank products and services in customer conversations, contributing directly to branch sales targets

Personal Shopper · Victoria Island, Lagos

• Fulfilled 40+ online grocery orders daily with high accuracy, applying quality checks that reduced return rates
• Proactively flagged out-of-stock issues and offered tailored substitutions, preserving customer satisfaction

Receptionist · Lagos, Nigeria

• Directed front-desk operations, reservations, and billing across phone, email, and in-person channels, achieving zero overbooking incidents
• Defused guest complaints as first point of contact, upholding service standards and protecting satisfaction scores