Evelyn Okhio's Linkedin Analytics

Working in the Contact Center as a Customer Experience Associate at GTCO, I wear many hats every day. In my daily task, I perform the role of an Account Manager, SDR, Onboarding Specialist role and problem solver. Throughout my career, I've focused on providing the highest degree of service, to 95% of the cardholders and 5% in other segments of the bank. Over the last 9+ years, I have interacted with thousands of customers, via emails, calls, and In- person. I manage and mend the relationship between the customer and the bank by ensuring that a failed service is restored promptly and helping them maximize the usage of the product. Some of my Highlights: 👉 From 2012 to date, I have seen the Banks’ cards evolve from just debit cards into a more secured Payment gateway. 👉 In 2018, assisted in contributing to the Help Center of the Bank for customer interaction. 👉 In 2019, proposed more efficient card email scripts to reduce average email handle time which was well received by the management team. 👉 Achieved 97% average customer satisfaction score rating to date, thereby surpassing team goal by 12%. 👉 To date, resolve 380+ card usage complaints weekly via emails and telephone, consistently exceeding targets. 👉 Consistently exceeding weekly credit card application target by 10% + with innovative upselling techniques. 👉 I'm amongst the team that built a scalable cards department and business mode. 👉 A very formidable team player, based on Kindness, Collaboration, and Excellence. Skills that helped me thrive: Communication, Resilience, Onboarding Management, Proactivity, Mental fortitude, Discernment, Negotiation, Empathy, Training, Time management, Problem-solving, Cross-selling and upselling, Collaboration, People and Team Management, Emotional Intelligence, Customer Relationship Management, Professional agility, Detail-oriented, Analytical skills, C1 Level English, Strategic thinking, Critical thinking., Writing, Accuracy and Precision, Confidence, Stress tolerance, Leadership, Phone etiquette, Service Level Agreement, Customer Support, Active Listening. SAAS Tools: Zendesk, Micro-soft Dynamic (CRM), Slack, Teams, Google Meet, Zoom, Time Doctor, Service Desk, Mastercard online, Citrix for Visa card, Postilion, Extra switch, Micro-soft Word/Excel.