Ogochukwu Okoli

Customer Support Specialist with 6+ years of experience across AI-powered career tech, e-commerce, and transport platforms — including 3+ years fully remote. Resolve 40+ email and live-chat tickets per day while sustaining a 92% average CSAT and sub-2-hour first response times. Known for turning recurring customer pain points into structured product feedback, and for onboarding users so well they stay.

Currently completing a competitive-scholarship Data Analytics bootcamp (SQL, MySQL, Google Sheets), bringing a rare blend of customer empathy and data-driven problem solving.

Fluent

English; comfortable working async and overlapping US, EU, or APAC hours.

Customer Support Specialist at Raisen.org (2023-01 – Present)

AI-Powered Career Advancement Platform

• Resolve 40+ account, billing, and platform enquiries per day via email and live chat, maintaining a 92% average customer satisfaction (CSAT) score with first response times under 2 hours.
• Guide job seekers through AI resume-tailoring and job-matching tools, reducing onboarding friction and lifting new-user feature adoption by approximately 25%.
• Categorise recurring pain points into weekly structured feedback for the product team, contributing to 10+ shipped fixes and platform improvements.
• Maintain accurate user records and support documentation across internal CRM and help-desk systems for a fully distributed team, keeping data accuracy above 98%.
• Handle sensitive billing disputes and refund requests end-to-end, recovering at-risk accounts and reducing churn among contacted users.

Sales Representative / Customer Service at Deo Organics (2021-06 – 2023-01)

• Handled 30+ product and service enquiries daily with empathy and speed, sustaining strong repeat-purchase rates and customer retention.
• Recommended complementary products through a consultative, needs-based approach, raising average order value by roughly 15%.
• Investigated root causes of recurring complaints and fixed them at source, cutting repeat contacts by about 20%.
• Exceeded monthly sales targets for 15+ consecutive months, typically by 10–20%.
• Kept CRM records accurate and current across 500+ active customer accounts.

Customer Operations Associate at Staffbus (2020-01 – 2021-05)

• Onboarded 100+ new riders per month, delivering a positive first impression and a smooth registration experience.
• Contacted new website sign-ups to explain services and answer questions, converting roughly 30% into active riders.
• Ran morning and evening commuter operations as the primary point of contact for 200+ daily riders, resolving delays and route issues in real time.

Bachelor of Science in BSc – Chukwuemeka Odumegwu Ojukwu University (2013 – 2017)