Mercy Oguche

OGUCHE MERCY Contact Address: 11B, Major Akinola Crescent, Agbele, Lagos. Phone: -, Email:- PROFILE A highly motivated and articulate graduate of English Language (Second Class Upper Division) and an Associate of the Chartered Institute of Personnel Management of Nigeria (CIPM), with strong competencies in customer engagement, communication, and people management. Demonstrates exceptional interpersonal and problem-solving skills, with proven ability to manage customer inquiries across multiple digital channels while ensuring prompt resolution and customer satisfaction. EXPERIENCE Crednet Technologies Limited (Credpal) Mar 2024 till Date Job Profile: Customer Success Representative • • • • • • Serve as the first point of contact for customers, managing inquiries, feedback, and complaints across multiple digital platforms (live chat, email, phone, and social media) with empathy and professionalism. Deliver exceptional end-to-end customer support by promptly resolving technical, product, and transactional issues while maintaining a positive customer experience. Build trusted relationships with users through consistent communication, ensuring their satisfaction, retention, and continued engagement with the brand. Collaborate closely with the product, marketing, and operations teams to escalate recurring issues, share customer insights, and support process improvement initiatives. Educate customers on product features, usage, and updates to maximize adoption and ensure value realization. Monitor customer interactions using CRM and support tools to track cases, document resolutions, and identify trends for continuous improvement. • • • Participate in feedback sessions and contribute ideas to enhance the user experience, reduce churn, and improve service delivery efficiency. Prepare periodic reports summarizing key support metrics, customer sentiments, and recurring issues for management decision-making. Uphold the company’s service standards by adhering to policies, compliance requirements, and established communication guidelines in every customer interaction. Job Profile: Account Manager • • • • • • • Sep 2023 – Feb 2024 Managing a portfolio of client accounts, including investments, credits, and other financial products, through regular and effective communication with clients. Keeping abreast of the latest information regarding our products and services to identify opportunities for cross-selling or upselling to customers. Conduct financial assessments and evaluate risk associated with different financial products to help clients make informed decisions. Meeting and exceeding sales and revenue targets while ensuring customers’ satisfaction remains a top priority. Prepare weekly report to my line manager summarizing the events of the preceding week, including customer feedback, achieved targets, and encountered challenges. Ensuring that all financial activities and recommendations are in alignment with the company’s policies and process manual. I conduct proper follow-up with prospective clients for closure while ensuring frequent engagements with existing customers to guarantee their satisfaction. Prime Gate International Academy Sep 2019 – April 2023 Job Profile: Educator/Student Mentor • • • Created a stimulating and inclusive classroom environment that inspired students’ curiosity and passion for continuous learning. Supported struggling readers by implementing phonics-based strategies, helping them blend sounds and build strong literacy foundations. Designed and facilitated interactive indoor and outdoor activities that enhanced students’ communication, teamwork, and confidence. • • • • • Applied a hands-on learning approach using multimedia resources such as videos, worksheets, and visual aids to make lessons engaging and relatable. Provided individualized guidance, encouragement, and emotional support to learners with varying academic strengths, fostering self-esteem and resilience. Ensured consistent academic progress through structured lesson plans, feedback, and continuous performance monitoring. Delivered additional support through home lessons and personalized learning sessions to reinforce classroom instruction. Promoted collaboration and teamwork among students, cultivating a culture of peer learning and mutual respect. Government Technical College Osogbo Mar 2018 - Mar 2019 Job Profile: Educator • • • • • • Collaborated with a team of educators to design and facilitate impactful talk shows and student seminars addressing critical life topics such as career and life choices, self-esteem, personal development, and sex education. Fostered a supportive and engaging classroom environment by building strong, trust-based relationships with students, promoting openness and confidence both within and outside the classroom. Applied innovative teaching techniques and interactive learning methods that enhanced student participation, improved comprehension, and sustained intellectual curiosity. Developed and implemented effective assessment strategies to evaluate student performance objectively and provide timely feedback that encouraged growth and continuous improvement. Demonstrated strong time management, reliability, and commitment to assigned responsibilities, consistently meeting academic and extracurricular expectations. Contributed to the holistic development of students by mentoring and guiding them toward responsible decision-making, positive behavior, and academic excellence. PROFESSIONAL AFFILIATION: International Organization for Resources Management (IORM) 2018 Chartered Institute of Personnel Management of Nigeria EDUCATION: 2023 Ibrahim Badamasi Babangida University 2018 B.A (Hons) English (Second class upper division) SKILLS: • • • • • • • • Exceptional communication and customer engagement skills Strong problem-solving skills with a digital-first mindset Proficient in CRM systems, live chat, and email support tools Highly empathetic and customer-focused service delivery Skilled in multitasking and managing inquiries across digital platforms Collaborative team player with experience in fast-paced startup environments Strong organizational, reporting, and follow-up abilities Quick learner, adaptable to new technologies and evolving product features