Lauretta Okelue

Customer Satisfaction and Customer Experience professional with 3+ years of experience in customer support, service operations, customer analytics, and process improvement. Proven ability to resolve customer issues, analyze customer feedback, identify pain points and recurring concerns, and deliver actionable insights that enhance satisfaction and service delivery. Experienced in CRM management, case escalation, customer journey analysis, reporting, crossfunctional collaboration, and relationship management.

Recognized for achieving customer satisfaction above 95%, reducing service complaints by 60%, and improving service processes through structured feedback and reporting.

Customer Support Representative - CodeManiac Software Solutions - Lagos (Remote)

(2026-02)

• Provided multi-channel customer support and issue resolution.
• Maintained high customer satisfaction through timely service delivery.
• Managed CRM documentation and case escalations effectively.
• Collaborated with teams to improve service quality and customer experience.
• Analyzed customer trends and feedback to support service improvement initiatives.
• Monitored escalated cases to ensure timely resolution and customer satisfaction.

Data Annotator / Quality Auditor - Hugo Tech - Lagos (Hybrid)

(2022-06 - 2026-02)

• Conduct QA validation and reviews on data and system/model outputs, identifying gaps and contributing to a 10% improvement in accuracy.
• Delivered high-quality data annotation and validation across 10,000+ data points, ensuring accuracy and reliability for business reporting.
• Provided structured feedback on tools and processes to cross-functional teams, improving productivity and data quality by 15%.
• Ensured compliance with project guidelines and standards through thorough research and adherence to established processes.
• Collaborated with cross-functional teams to drive process improvements aligned with business and client requirements.

Administrative Officer - Patovilki Industrial Planners Limited

(2021-05 - 2022-05)

• Managed end-to-end service operations including documentation and tracking systems, ensuring accuracy and preventing service losses.
• Coordinated with external vendors and partners, monitoring performance against agreed service standards.
• Managed daily office operations and administrative functions, ensuring office supplies and equipment were available and properly maintained.
• Assisted with recruitment, onboarding, and employee record management; maintained attendance records and leave schedules.
• Processed purchase requests and managed procurement activities.

Customer Service Officer / Virtual Assistant - Patovilki Industrial Planners Limited

(2018-01 - 2021-03)

• Conducted periodic audits across branches to ensure compliance with service standards, achieving customer satisfaction above 95%.
• Managed and analyzed customer issues end-to-end, providing timely support and documenting cases to improve resolution efficiency.
• Conducted service reviews across branches to identify compliance gaps and process-improvement opportunities.
• Optimized communication workflows across calls and client interactions, reducing response times and improving customer experience.
• Served as primary point of contact for clients, coordinating requests and ensuring seamless service delivery.
• Identified customer pain points and operational gaps through data analysis and reporting.

B.Sc. - Mathematics - Benue State University, Makurdi

WASSCE - Caleb International College, Magodo