Emmanuella Okorie
Frankfurt Am Main,HE
Summary
Professional with a proven track record at Smart Games Global LTD, enhancing call center efficiency and customer satisfaction by 20%. Skilled in problem-solving and interpersonal communication, adept at managing high call volumes and legal case portfolios. Excelled in roles from Call Center Agent to Senior State Counsel, demonstrating exceptional customer service and legal advisory skills.
Overview
8
8
years of professional experience
Work History
Call Center Agent
Smart Games Global LTD
09.2022 - Current
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by 20% by efficiently addressing and resolving inquiries, complaints, and requests.
- Boosted client retention rates by 15% by providing exceptional customer service and building rapport with callers.
- Trained new personnel regarding company operations, policies, and services.
- Maintained up-to-date knowledge of product and service changes.
Senior State Counsel
Ministry of Justice
11.2017 - 08.2022
- Managed a diverse portfolio of cases, demonstrating adaptability in various areas of law practice.
- Conducted extensive legal research to inform case strategies, ensuring well-founded arguments were presented in court.
- Developed strong relationships with clients by maintaining open lines of communication and delivering exceptional service.
- Advised corporate clients on risk management strategies to mitigate future legal challenges or disputes.
- Conducted depositions, witness interviews, and other pretrial preparation tasks for effective trial representation.
- Negotiated settlements of disputes and litigation.
Legal Trainee
Federal Ministry of Justice
11.2016 - 11.2017
- Developed persuasive oral arguments during mock trials honing presentation skills essential courtroom success.
- Streamlined office operations by implementing efficient document management systems and improving communication among team members.
- Enhanced client satisfaction by efficiently managing legal documents and assisting in case preparation.
- Drafted and reviewed contracts, ensuring compliance with applicable laws and regulations for clients'' benefit.
- Facilitated strong attorney-client relationships by promptly responding to inquiries and providing regular updates on case progress.
Education
Master of Arts - International Economic, Sustainability &Governance
Leuphana Universität
Lüneburg, Germany12-2024
Bachelor of Arts - Law
Imo State University
Owerri09-2015
Skills
- Call Center Operations
- Payment Processing
- Problem-solving skills
- Data Entry
- Technical Support
- Interpersonal Skills
- Script adherence
- Analytical Skills
- Verbal and written communication
- Customer Service
- Microsoft Office
- Regulatory Compliance
Languages
English
Bilingual or Proficient (C2)
German
Beginner (A1)
Timeline
Call Center Agent
Smart Games Global LTD
09.2022 - Current
Senior State Counsel
Ministry of Justice
11.2017 - 08.2022
Legal Trainee
Federal Ministry of Justice
11.2016 - 11.2017
Master of Arts - International Economic, Sustainability &Governance
Leuphana Universität
Bachelor of Arts - Law
Imo State University
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