Joy Okafor

Customer service professional with over 10 years of experience supporting clients through email, phone, live chat, and messaging platforms, with a customer first mindset and a genuine passion for travel. Comfortable managing multiple requests at once, from booking updates and itinerary changes to cancellations and special requests, and proactively following up to confirm details and resolve concerns before they become problems. Tech savvy and quick to adapt to new systems and tools, with hands on experience across HubSpot, Zendesk, and Freshdesk.

Personal experience planning and booking flights, hotels, and multi stop trips gives a practical, traveler's eye view of what clients need before, during, and after a trip. Track record includes a 98% customer satisfaction score, a 95% first contact resolution rate, and 100% SLA adherence.

Customer Sales and Support Representative - Fedan Investment Limited

(2010-02 - 2024-06)

• Managed customer inquiries and provided accurate, timely assistance across phone and in person channels, often handling multiple requests at once.
• Troubleshot product related issues for customers and proactively followed up to confirm resolutions met a consistent quality standard.
• Guided new and existing customers through product information and after sales support, similar to an onboarding experience.
• Kept customer and stock records organized and accurate as Assistant Showroom Manager for more than 3 years.
• Collaborated within a team of 3, coordinating across roles to share customer insights and support process improvements.
• Helped the department maintain monthly sales of about 300 million naira through consistent, quality focused customer care.

Customer Service and Sales Rep. - SJ Divine Blossom Concepts

(2024-09)

• Handles customer support and outreach remotely through WhatsApp, calls, and messaging platforms.
• Resolves customer inquiries and follows up proactively to ensure satisfaction.

Sales Executive (Part Time) - Prokip Africa

(2024-09)

• Meets prospective clients in person to introduce Prokip and demonstrate how it solves their business or school record keeping needs.
• Generates and follows up on leads through cold calling, field prospecting, and online outreach.
• Creates promotional posts for Prokip on behalf of SJ Divine Blossom Concepts to support lead generation.

Account Verification Officer - First Bank Registrar

(2008-12 - 2009-11)

• Verified customer account information with strict attention to data accuracy, privacy, and security.
• Supported account related customer inquiries across phone and in person channels.

Diploma - Accountancy - Lagos State Polytechnic (2006 - 2009)