RACHAEL UDEH
CUSTOMER SERVICE REPRESENTATIVE-
Lagos, Nigeria
PROFESSIONAL SUMMARY
Dedicated graduate with a strong background in customer service and hands-on experience in customer relationship.
Proven ability to enhance customer satisfaction and drive engagement through strategic communication and problemsolving.
Eager to leverage skills in CRM, and customer-centric strategies in a growth-focused organization.
EDUCATION
2017 - 2021
ENUGU STATE UNIVERSITY OF SCIENCE
& TECHNOLOGY, ENUGU STATE
Bachelor of Science in
Marketing
PROFESSIONAL
SKILLS
PROFESSIONAL EXPERIENCE
Lagos State Internal Revenue
2024 - PRESENT
Customer Support Representative
Delivered efficient customer support across phone, email, and in-person channels, achieving a
20% increase in satisfaction ratings.
Resolved escalated issues promptly, contributing to a 95% customer retention rate.
Collected and analyzed customer feedback, collaborating with internal teams to implement
service improvements.
Maintained accurate CRM records to track interactions, enhancing data accuracy and service
delivery.
Assisted in training new representatives, improving team performance and service consistency.
Customer Service: Issue resolution,
Community Outreach Initiative, Enugu State 2023 - 2024
relationship building, CRM
Volunteer Marketing Officer
proficiency
Marketing: Digital strategy,
content creation, social media
management
Data Analysis: Customer feedback
Developed and implemented a digital marketing strategy, increasing event attendance and
online engagement by 30%.
Created targeted content for social media and newsletters, driving community visibility and
participation.
Conducted market research to align campaigns with audience needs, resulting in a 20%
increase in volunteer recruitment.
Prepared reports on campaign performance, offering insights to guide future strategies.
analysis, performance tracking,
report generation
Technical: CRM systems, social
media tools, email marketing
platforms
LANGUAGES
English (Fluent)
REFERENCE
Available upon request.
KEY ACHIEVEMENTS
Boosted website traffic by 40% and online sales by 25% through a successful digital
marketing campaign.
Led social media efforts to increase followers by 50% and engagement rates by 35%.
Strengthened interdepartmental collaboration, achieving a 15% rise in lead conversion
rates.
CAREER ACTIVITIES AND INTERESTS
Passionate about SEO, content marketing, and social media management trends.
Volunteer in community service projects, applying marketing skills to support local
initiatives.
Enthusiastic about continuous learning in customer service techniques and market
research.
