Uche Okafor

Moderator & Customer Support Specialist

ModSquad

Dec 2024 - Current (1 year 3 months)

Moderate 4 online communities with 1270 active users, enforcing guidelines, removing inappropriate content, and fostering a safe and engaging environment. Provide support to an average of 30 customers per day via email, live chat, and community forums, ensuring timely issue resolution and maintaining a 99% customer satisfaction rating. Leverage AI-powered tools and automation platforms like Automate.io, reducing response times by 63% and improving operational efficiency. Conduct biweekly audits of community discussions and user-generated content to ensure adherence to platform policies. Collaborate with cross-functional teams to provide user feedback and insights, contributing to a 94% improvement in product feature adoption. Additionally,

Escalations Specialist

ApplyBoard

Jan 2024 - Sep 2024 (9 months)

Investigated the root causes of application rejections, deferral and refund disapproval, and worked with partner schools to ensure 100% resolution. Successfully onboarded students and recruitment partners by conducting product/service walkthroughs and training sessions to familiarize them with our platform's features and functionalities. Evaluated the potential financial, reputational, and legal risks associated with unresolved escalations and took proactive steps to minimize negative outcomes for the students, international recruitment partners, and the company, resulting in 96% risk mitigation. Ensured that escalations are handled in accordance with our company policies and regulations whilst keeping detailed records of the escalation pro

Customer Support Specialist

ApplyBoard

May 2023 - Dec 2023 (8 months)

Evaluated applicant documents to determine program eligibility and assisted applicants in successfully processing deferrals, reapplications, and resubmission of applications. Proactively recommended programs that suit applicants' educational backgrounds and meet their academic needs. Promptly and accurately handled an average of 50 inquiries daily on Zendesk, resulting in a 99% CSAT score. Collaborated with other teams via Jira and Front to ensure a fluid application journey, spanning from document evaluation to student enrollment. Updated our knowledge base and FAQ to help customers be more successful with our services. Additionally, utilized HubSpot alongside Zendesk to enhance communication with customers, further improving the overall s

Customer Service Representative

GovAssist

Feb 2021 - Apr 2023 (2 years 3 months)

- Ensured thorough review of client information in UCC and processed client information, as requested. - Quickly escalated refund requests and charge-backs to the billing team for resolution. - Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques. - Maintained up-to-date customer records and provided exceptional support to customers across email, live chat, and phone. - Followed up with customers weekly regarding service utilization and product experience, resulting in 96% customer retention. - Implemented effective support strategies by thoroughly reviewing client information through the UCC system, ensuring accurate processing of requests. - Utilized CRM tools to maintain up-to-d

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