Sandra

Customer Support Manager
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Sandra Onakpofure
Bulcsú, Budapest, 1134, Hungary
Professional Summary
Service-oriented and highly motivated Customer Support and Sales Manager with over
4 years of experience in contact centre operations and customer service. Skilled in
handling inquiries via phone, email, and chat, with a proven record of resolving
customer concerns effectively. Adept at resolving phone, email, and chat inquiries,
achieving a 90% first-contact resolution rate. Tech-savvy and proficient in Microsoft
Office and CRM tools, with a strong passion for providing seamless customer
experiences.

Professional Experience
JUNE 2021 – FEB 2025 Customer Support & Sales Manager (Remote)
Genius Space | Kyiv
Provided high-quality support via phone, email, and chat in a fully remote setting,
resolving 90% of customer inquiries on first contact.
Guided team members in support techniques remotely, using Zoom and Slack to
improve team performance.
Handled difficult customer interactions with empathy and effectiveness to resolve
issues.
Monitored key performance indicators (KPIs) and created strategies to enhance
customer satisfaction and retention.

MAY 2020 – MAY 2021 Sales Representative
Forex Club, Kyiv
Engaged withcustomerstoexplain product benefits and address service inquiries.
Maintained excellent customer satisfaction scores by providing reliable, prompt, and
courteous service.
Managed customer records using CRM tools to ensure accurate tracking of client
needs.

AUG 2018 - SEPT 2020 Sales Manager
Hope in God Bakery, Ughelli

Oversaw front-facing customer service, ensuring orders were fulfilled and customers
were satisfied.
Trained staff on effectively handling customer needs and operating the POS system.
Managed customer records using CRM tools to ensure accurate tracking of client
needs.

Core Skills
Customer Service Excellence
Conflict Resolution & Problem Solving
CRM Systems (Zendesk, Salesforce)
[відкрити контакти](див. вище в блоці «контактна інформація») Verbal & Written Communication
Team Leadership & Coaching
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Remote Collaboration & Self-Motivation
Bulcsú, Budapest, 1134, Hungary
Sales Support & Upselling
Microsoft Office (Excel, Word, PowerPoint)
Digital Tools (Slack, Zoom, Microsoft Teams)
 Customer Support Manager
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Sandra Onakpofure
Bulcsú, Budapest, 1134, Hungary
Education
International Academy of Ecology and Medicine
Kyiv, Ukraine
Medicine Coursework | 2017 – 2019

Ternopil National Medical University
Ternopil, Ukraine
Medicine Coursework | 2016 – 2017

I transitioned from medical studies to customer support to take advantage of my strong
interpersonal and problem-solving skills.

Languages
English (Fluent)

References
Available upon request.