Mercy Oguche

MERCY OGUCHE -,- Account Manager/Customer Support/EA & VA Lagos, Nigeria Proactive and results-driven professional with dynamic experience as an Account Manager and Customer Success Representative. Skilled in building strong client relationships, managing accounts, and delivering exceptional customer support to drive retention and satisfaction. Proven ability to identify client needs, provide tailored solutions, and enhance business growth through strategic, customer-focused insights. WORK EXPERIENCE SKILLS Customer Success Manager CredPal (Crednet Technologies) Regulatory Compliance Customer Relationship management 03/2024 - Present, Customer Support Excellence Client Onboarding: Guide new customers through the loan application and approval processes for a seamless onboarding experience Analytical Skills CRM & Issue Resolution: Resolve customer inquiries about products, services, payments, and account management promptly and professionally while building and maintaining strong client relationships to enhance loyalty and retention. Communication Education and Support: Offer clear guidance on products, payment schedules, and account options for informed decision-making. Account Manager - Activation and Onboarding CredPal (Crednet Technologies) 08/2023 - 03/2024, Customer Engagement and onboarding Strategic Thinking ACHIEVEMENTS Increased Client Retention Successfully increased client retention rates by implementing proactive communication and support strategies. Boosted Customer Satisfaction Assist customers with platform onboarding Data collection and processing for credit card customers Relationship Management and Issue resolution Assist collection team for collection purposes is required Achieved high satisfaction ratings through consistent issue resolution and customer-centric support. PROFESSIONAL CERTIFICATIONS Front Desk Officer GGMLD Centre IORM - International Organization for Resources Management (2018) 08/2019 - 04/2023, CIPM - Chartered Institute of Personnel Management of Nigeria (2023) Registered new patients and retrieved records for existing ones Supervised office operations to maintain procedural compliance. Served as liaison to address and resolve patients' issues, inquiries, and concerns on test results and prescriptions EDUCATION B.A (Hons) English (Second class upper division) Ibrahim Badamasi Babangida University 2018, Niger State, Nigeria REFERENCES Will be provided upon request