Helen Okeke

A results-driven Customer Chat Support professional with 3–4 years of experience managing 80–120+ live chats daily while maintaining a 90%+ customer satisfaction (CSAT) rating and delivering timely, accurate support. Proven ability to resolve up to 85% of inquiries on first contact, reduce response times to under 60 seconds, and efficiently multitask using CRM tools in fast-paced, shift-based environments. Contributed to a 20–30% increase in customer retention through effective communication, problem-solving, and consistent delivery of high-quality customer experiences

CUSTOMER SUPPORT at TREND BRIDGE INNOVATION ENTERPRISE (2023-05 – 2025-11)

• Managed 80–120+ daily live chat interactions, providing prompt and professional responses that maintained a 90%+ customer satisfaction (CSAT) rating
• Resolved up to 85% of customer inquiries on first contact, including product inquiries, complaints, and technical issues
• Utilized CRM and ticketing tools (e.g., Zendesk, Freshdesk) to track, document, and follow up on customer interactions efficiently
• Handled multiple chats simultaneously in a fast-paced, shift-based environment while maintaining accuracy and quality of service
• Contributed to a 20–30% improvement in customer retention through effective communication, empathy, and problem resolution

VIRTUAL ASSISTANT at PATRICK MOORE VENTURES (2020-06 – 2022-03)

• Participated in weekly product testing, delivering actionable feedback that contributed to 20% improvement in user experience
• Maintained accurate records and documentation with zero data loss incidents over a 3-month period
• Collaborated with team members remotely, increasing task completion rate by 25% through effective communication tools
• Handled multiple tasks simultaneously, meeting 100% of assigned deadlines consistently
• Utilized basic digital tools (email, spreadsheets, surveys) to streamline operations, boosting productivity by 30%

BACHELOR'S OF EDUCATION in Guidance and Counseling – Adekunle Ajasin University (2018 – 2024)