Blessing Okafor

Customer-focused Contact Center Agent and Banking & Finance graduate with proven experience handling high-volume customer interactions, resolving 90%+ of issues at first contact, and driving product adoption through effective upselling and cross-selling. Strong background in administrative support, record management, and stakeholder engagement gained through NYSC service. Highly organized, detail-oriented, and results-driven professional with excellent communication skills and a solid understanding of banking operations, service compliance, and data accuracy.

Contact Center Agent at Access Bank Plc (2023-07 – Present)

Handled high-volume inbound customer calls, resolved complaints, conducted follow-ups, and drove revenue growth through upselling and cross-selling of banking products.

• Handled 60–100+ inbound customer calls daily, providing accurate information on banking products, transactions, and account-related inquiries while maintaining high service quality standards.
• Resolved 90%+ of customer complaints at first contact, ensuring strict compliance with internal policies, regulatory guidelines, and customer service protocols.
• Conducted timely follow-ups on 100+ customer cases weekly, ensuring complete issue resolution, improved customer satisfaction, and reduced repeat call volumes.
• Drove revenue growth through effective upselling and cross-selling of bank products, contributing to increased product adoption and improved customer engagement.
• Maintained and updated customer records and call logs with 99% accuracy across CRM and banking systems, supporting data integrity, reporting, and service efficiency.

Administrative Assistant/Teacher (NYSC) at Ibesikpo Secondary Commercial School (2022-03 – 2023-02)

Provided comprehensive administrative support to school management, served as first point of contact for stakeholders, coordinated schedules, and delivered lessons to students.

• Provided comprehensive administrative support to school management, including record keeping, documentation, filing, and preparation of official reports, ensuring accurate management of 300+ student and staff records.
• Served as the first point of contact for parents, visitors, and external stakeholders, handling inquiries professionally and maintaining an organized and welcoming front office environment.
• Coordinated class schedules, examination timetables, and staff attendance records, achieving 100% compliance with institutional policies and academic calendars.
• Delivered structured lessons in language-related subjects to 120+ students, applying strong communication and instructional skills to improve student engagement and academic performance.
• Assisted in data entry, result compilation, and examination documentation, reducing reporting errors by 50% and improving turnaround time for academic records.

CDS Secretary at HIV & AIDS CDS Group (2022-05 – 2023-02)

Volunteering role maintaining records, managing correspondence, and participating in community sensitization programs.

• Maintained accurate records and documentation for 20+ meetings and activities, ensuring proper tracking, compliance, and easy retrieval of information.
• Took detailed meeting minutes and managed official correspondence for 10+ community engagements, supporting clear communication and effective coordination within the group.
• Actively participated in 5+ community sensitization and awareness programs, contributing to increased public awareness and community engagement on health-related issues.

Bachelor of Science (B.Sc.) in Banking and Finance – University of Abuja (2021)