Racheal John-Okoh
Lagos,Nigeria
Summary
Certified Customer Service Professional with over 3 years of experience delivering high-quality support in banking, pharmaceutical, and logistics sectors. Proficient in CRM systems, inbound and social media, customer interactions, and issue resolution. Known for improving customer satisfaction, enhancing loyalty, and optimizing service operations. Adept in multitasking, critical thinking, and cross-functional team collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Center Agent/Customer service representative
Access Bank Plc
Lagos, Nigeria
2023.06 - 2025.07
- Respond to customer inquiries via inbound calls and email, averaging over 60 emails daily.
- Troubleshoot mobile app issues and escalate unresolved cases for prompt resolution.
- Monitor transaction reversals and ensure timely follow-up using CRM tools.
- Maintain accurate logs of customer interactions to enhance service quality.
Supervisor
Charter Pharmacy
Lagos, Nigeria
2023.01 - 2023.05
- Oversaw inventory control and restocking processes, ensuring medication compliance and expiry checks.
- Provided pharmaceutical guidance to customers and maintained accurate sales records.
- Ensured daily documentation and organization of pharmacy operations.
Customer Fulfillment Center Agent
United Bank for Africa
Lagos, Nigeria
2022.06 - 2022.12
- Managed customer issues on Twitter, Instagram, and Facebook, ensuring timely resolution.
- Verified and resolved transaction disputes using internal banking systems.
- Educated customers on fraud prevention strategies and conducted follow-ups for issue closure.
Front Desk / Logistics Officer
Longrich Bioscience Ltd
Lagos, Nigeria
2020.01 - 2021.12
- Coordinated product pickups and resolved shipping discrepancies.
- Managed back orders and verified packaging accuracy.
- Maintained organized customer and shipment records.
Secretary
Norland International
Lagos, Nigeria
2019.01 - 2020.12
- Scheduled appointments, managed dispatch coordination, and maintained administrative records.
- Processed invoices, prepared reports, and balanced daily bank transactions.
- Handled office inventory and procurement tasks.
Marketer
Sower Integrated Multipurpose Co-operative Society
Lagos, Nigeria
2014.01 - 2015.12
- Acquired new clients and re-engaged inactive members, increasing customer base.
- Developed marketing strategies that led to a 10% revenue boost.
- Trained junior staff and supported client loan facilitation.
Education
Bachelor of Arts (B.A) - History and Diplomatic Studies
Olabisi Onabanjo University
Ogun State, NigeriaSkills
- Customer Service & Support
- CRM & Ticketing Systems
- Conflict Resolution
- Call & Email Handling
- Microsoft Office Suite
- Analytical & Critical Thinking
- Multitasking & Prioritization
- Team Collaboration & Leadership
- Attention to Detail
- Problem-Solving
- Social Media Communication
Certification
Certificate in Customer Service, Jobberman Soft Skills Training, 01/24
Hobbies and Interests
- Personal Development
- Technology Trends
- Social Impact Initiatives
- Traveling
Languages
English
Upper Intermediate
B2
Timeline
Contact Center Agent/Customer service representative
Access Bank Plc
2023.06 - 2025.07
Supervisor
Charter Pharmacy
2023.01 - 2023.05
Customer Fulfillment Center Agent
United Bank for Africa
2022.06 - 2022.12
Front Desk / Logistics Officer
Longrich Bioscience Ltd
2020.01 - 2021.12
Secretary
Norland International
2019.01 - 2020.12
Marketer
Sower Integrated Multipurpose Co-operative Society
2014.01 - 2015.12
Bachelor of Arts (B.A) - History and Diplomatic Studies
Olabisi Onabanjo University