Emmanuella Okoye

Customer Experience and Business Development professional experienced in managing client relationships, coordinating logistics services, and supporting revenue growth through structured customer engagement. Proven ability to convert customer inquiries into confirmed orders, maintain strong repeat-client relationships, and improve service workflows through process improvements and documentation systems. Adept at business communication, customer feedback analysis, and cross-functional collaboration to ensure seamless service delivery and operational efficiency.

Customer Experience and Business Development - Parcels Mart Solutions Limited

(2025-01)

• Manage 15–20 daily customer interactions across email, phone, and mobile/web platforms, ensuring timely issue resolution and high service reliability.
• Handle 5–10 weekly B2B and B2C shipment quote requests, converting approximately 60% into confirmed shipments through structured follow-ups and client needs assessment.
• Conduct daily outbound outreach to 5 prospective clients via email and phone calls, supporting business development efforts and expanding the customer pipeline.
• Maintain strong client relationships, contributing to an estimated 60% repeat customer rate through proactive communication and service consistency.
• Respond to customer inquiries within 30 minutes to 24 hours, ensuring efficient response times and improved customer satisfaction.
• Design and implement shipment tracking templates, delivery monitoring systems, cold outreach email templates, and customer feedback frameworks to streamline internal communication and workflow tracking.
• Draft professional business correspondence, follow-up communications, and service documentation, improving clarity and engagement with clients.
• Identify recurring customer concerns and recommend service improvements, including enhancements to mobile app notifications, feature updates, faster response workflows, and customised quotes for B2C clients.
• Collaborate with operations and sales teams to ensure accurate shipment coordination and seamless service delivery.
• Designed visual communication materials and structured templates using Canva to support customer communication and internal documentation.

Human Biologist Intern - Paragon Clinics and Imaging

(2022-06 - 2022-10)

• Managed administrative tasks such as data entry, scheduling, and record-keeping, ensuring efficiency and attention to detail in all operations.
• Provided frontline support to patients, handling inquiries about medical services, appointment scheduling, and procedural information, ensuring clear communication and customer satisfaction.
• Collaborated with a multidisciplinary team to ensure the smooth operation of daily tasks, fostering effective communication and teamwork.
• Addressed patient concerns, troubleshooted issues, and provided solutions quickly, ensuring a positive experience and building trust.
• Developed a strong understanding of client needs, adapting communication styles to enhance customer satisfaction.
• Participated in team discussions to improve processes and address customer feedback.

Student Intern - Pamo Clinics and Hospital

(2021-06 - 2021-10)

• Interacted with patients to gather information, answer questions, and resolve concerns regarding services and procedures, enhancing communication and service delivery.
• Coordinated appointment scheduling and patient follow-ups, ensuring clear communication regarding delivery timelines and expectations.
• Maintained organized records of patient interactions, ensuring accurate data entry, and facilitating seamless customer service.
• Managed sensitive patient information with care, maintaining confidentiality and adhering to ethical standards.
• Collaborated with healthcare professionals and clients to ensure effective communication and streamlined service delivery.
• Assisted in patient follow-up, ensuring that patients' concerns and requests were addressed promptly and effectively.

Bachelor of Science - Human Biology - Afe Babalola University, Ado-Ekiti, Nigeria (2023-06)