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Joshua Okpalaoka

Joshua Okpalaoka

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Skills: Communication | Time Management | Adaptability | Creativity |Problem-Solving |Collaboration | Attention to Detail |Organization | Flexibility |Critical Thinking |Negotiation| Emotional Intelligence |Active Listening | Decision-Making |Team Building

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Experience: WORK EXPERIENCE Jan 2022 - Present Customer Success Agent | Wellahealth Tech - Achieved a remarkable customer satisfaction ratings by delivering industry-leading customer service, efficiently handling an average of 50 inbound and outbound calls, emails and live chat support daily - Onboarded and activated new customers, increasing product usage by 20%, ensuring they derive maximum value from the platform by strategically utilizing key features and products. - Collaborated effectively with cross-functional teams, including Sales, Marketing, and Development, to champion customer needs and drive product improvements. - Analyzed customer data and usage patterns, leveraging insights and recommendations for product improvements, tailored success initiatives and addressed retention risks promptly. - Conducted comprehensive customer interviews and surveys to collect feedback and identify pain points, in the customer journey, driving improved net promoter scores. - Generates periodic activity and performance reports by providing crucial insights to Unit Heads and guiding customers throughout the product acquisition. - Responded promptly to customer inquiries and complaints, addressing concerns effectively and ensuring a high level of customer satisfaction. - Utilized CRM Tools in maintaining customer interactions, transactions, comments, and complaints to provide valuable insights for improving customer service processes. - Managed a team of junior customer service representatives and monitored their performance to ensure they contributed to overall team efficiency and effectiveness.

Results-driven professional leveraging 4+ years of experience in customer support, administration and operations management. Demonstrated success in improving customer experiences, optimizing processes, and ensuring top-notch quality assurance (QA). Skilled in the management of customer interactions, identifying industry trends, and analyzing customer feedback data to drive key business decisions. Seeking opportunities to apply multi-faceted expertise in driving business growth.
$/hr

Work History

Customer Success Agent
Wellaahealth Tech
01/28/2022 - 09/24/2024

 Achieved a remarkable customer satisfaction ratings by delivering industry-leading customer service, efficiently handling an average of 50 inbound and outbound calls, emails and live chat support daily  Onboarded and activated new customers, increasing product usage by 20%, ensuring they derive maximum value from the platform by strategically utilizing key features and products.  Collaborated effectively with cross-functional teams, including Sales, Marketing, and Development, to champion customer needs and drive product improvements.  Analyzed customer data and usage patterns, leveraging insights and recommendations for product improvements, tailored success initiatives and addressed retention risks promptly.  Conducted comprehensive customer interviews and surveys to collect feedback and identify pain points, in the customer journey, driving improved net promoter scores.  Generates periodic activity and performance reports by providing crucial insights to Unit Heads and guiding customers throughout the product acquisition.  Responded promptly to customer inquiries and complaints, addressing concerns effectively and ensuring a high level of customer satisfaction.  Utilized CRM Tools in maintaining customer interactions, transactions, comments, and complaints to provide valuable insights for improving customer service processes.  Managed a team of junior customer service representatives and monitored their performance to ensure they contributed to overall team efficiency and effectiveness