koni B.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Koni W. is an experienced Customer Support and Client Service professional with a background across global non-profit, digital media, and contact center industries in Nigeria. She has managed high-volume support interactions via phone, email, chat, and social media for organizations such as 7even Interactive on the Gates Foundation Project, UNFPA, Beulah Future Leaders Foundation, and Outsource Global Contact Centre. She has been responsible for resolving inquiries, investigating service issues, and maintaining CRM documentation while ensuring client retention and satisfaction. Her track record includes coordinating the distribution of over 70,000 informational materials, mobilizing thousands of event participants, and earning recognition for customer sign-ups and retention. Koni W. is proficient in multichannel support, CRM documentation, project coordination, and remote communication, contributing to service delivery improvements and stakeholder engagement in fast-paced environments.
Experience
Project Manager – Gates Foundation Project
7even Interactive · 2023 — 2026Acted as the main contact for clients, partners, and stakeholders, managing communications across phone, email, and digital channels. Oversaw high volumes of correspondence while upholding service quality, investigated operational concerns, and coordinated with internal teams to provide timely solutions. Maintained detailed records of project updates, client feedback, and interactions to support accurate documentation and process improvement. Addressed multiple simultaneous requests in a fast-paced environment and identified as well as addressed service challenges to enhance stakeholder engagement.Programme Officer
Beulah Future Leaders Foundation · 2021 — 2022Responded to beneficiary and stakeholder inquiries, offering guidance on programme processes and service delivery. Maintained continuous participant communications and collaborated internally to address and resolve support and mini-grant issues. Kept detailed records of feedback, inquiries, and updates for reporting purposes and contributed to training sessions and follow-up support to ensure accurate delivery of programme information.Social Media Advocate (Intern)
UNFPA · 2019 — 2020Managed public engagement and responded to online inquiries across social media platforms. Delivered accurate information to users of digital campaigns, escalated complex or misinformation-related issues to appropriate teams, and contributed to digital campaign activities designed to increase public engagement and awareness.Customer Care Representative
Outsource Global Contact Centre · 2017 — 2018Handled both inbound and outbound customer calls in a high-volume environment while ensuring service standards. Addressed inquiries, complaints, and service requests, providing clear and precise information. Used CRM systems to accurately document customer interactions and referred unresolved cases to supervisors for further action.
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