Okpala

Emmanuel Okpala
Customer Service Specialist
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Lagos, Nigeria t.me/eokpala001

PROFESSIONAL EXPERIENCE

Customer Support Representative, Wave Mobile Money 2023 – 2024
Assisted customers with mobile payment transactions and account inquiries.
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Remote
Resolved complaints efficiently, achieving >90% satisfaction ratings.
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Educated users on product features and security best practices.
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Customer Support Specialist, Help Scout 2020 – 2021
Delivered technical support for SaaS customer service tools.
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Remote
Assisted clients in customizing Help Scout’s platform.
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Provided training materials and walkthroughs to enhance user experience.
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Customer Success Associate, Wise (TransferWise) 2021 – 2022
Supported international clients with money transfer processes.
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Remote
Guided customers through compliance and verification requirements.
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Improved customer retention by providing personalized solutions.
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Call Center Agent, Remitly 2019 – 2020
Handled inbound calls regarding international remittance services.
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Remote
Resolved transaction issues and guided customers through digital platforms.
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Consistently met performance targets for call resolution.
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EDUCATION

B.Sc. Computer Science, University of Nigeria 2019 – 2023

SKILLS

Multitasking and efficiency

Attention to detail

Strong communication and interpersonal skills

Negotiation and conflict resolution

Empathy and active listening

Remote team collaboration

Conflict resolution & problem-solving

ACHIEVEMENTS

Reduced average call resolution time by 20%.
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Recognized for consistently high customer satisfaction ratings.
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Contributed to product improvements through customer feedback loops.
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