Victory Okpako

Customer Service Professional with hands-on leadership experience. I'm skilled at managing high-volume support and improving processes. I've handled 200+ daily emails and SMS, maintained service during system downtimes and stepped in to support teams when needed. By creating templates and provider guides, I reduced response time by 30% and repeat inquiries by 40%. I track monthly KPIs, use data to improve performance, and focus on delivering faster, more consistent customer support

Customer Service Representative at Ultimate HMO (2024-01 – Present)

• Handled 200+ emails and SMS daily, including during system outages, and provided timely updates to keep customers informed.
• Created templates and simple guides that reduced response time by 30%.
• Reviewed monthly KPIs to identify inefficiencies, adjusted processes to increase speed and consistency.

Registered Nurse at Gwarinpa General Hospital (2023-01 – 2024-12)

• Patient care; Provide direct care, assess patient need, develop and implement care plans, administer treatment and meds as prescribed.
• Health Education and advocacy to patients about health conditions, and self-care while also advocating for patient rights and interest.

Registered Nurse at Lily Hospitals Limited (2022-01 – 2023-12)

• Patient care; Provide direct care, assess patient need, develop and implement care plans, administer treatment and meds as prescribed.
• Care coordination; Collaborating with healthcare teams to ensure seamless transition and optimize patient outcome.

Bachelor of Science in Nursing – Near East University Cyprus, Turkey (2018-01 – 2021-12)

West African Senior School Certificate – Great Grace Montessori School (2017-01 – 2017-12)