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Evelyn Okhio's Linkedin Analytics

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Evelyn Okhio

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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: ๐Ÿ‘‰ From 2012 to date, I have seen the Banksโ€™ cards evolve from just debit cards into a more secured Payment gateway. ๐Ÿ‘‰ In 2018, assisted in contributing to the Help Center of the Bank for customer interaction. ๐Ÿ‘‰ In 2019, proposed more efficient card email scripts to reduce average email handle time which was well received by the management team. ๐Ÿ‘‰ Achieved 97% average customer satisfaction score rating to date, thereby surpassing team goal by 12%. ๐Ÿ‘‰ To date, resolve 380+ card usage complaints weekly via emails and telephone, consistently exceeding targets. ๐Ÿ‘‰ Consistently exceeding weekly credit card application target by 10% + with innovative upselling techniques. ๐Ÿ‘‰ I'm amongst the team that built a scalable cards department and business mode. ๐Ÿ‘‰ 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.

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