Phebe Okocha

PHEBE OKOCHA CX, ADMIN AND OPERATIONS SPECIALIST SUMMARY Experienced Administrative and Operations professional with 9+ years of experience across 5 Industries. Skilled in inventory management, regulatory and compliance management, and customer service, with a strong focus on efficiency and client satisfaction. SKILLS Communication| Process Automation| Change Management| Asana| Slack | Zoho| Salesforce| Google Workspace| Microsoft Office| Remote Proficient WORK EXPERIENCE Admin and Operations Farsk Health, CA October 2024 - Present ● Oversaw day-to-day administrative and logistics operations to ensure seamless distribution of pharmaceutical products to hospitals, pharmacies, and health centres across multiple regions. ● Maintained accurate inventory records and reports using Salesforce CRM; tracked stock levels, coordinated restocking schedules, and minimized stock-outs and expiries through proactive inventory forecasting for upper management review and strategic planning. ● Received, processed, and monitored customer orders end-to-end, ensuring timely fulfillment and accurate documentation in compliance with pharmaceutical handling standards. ● Served as the first point of contact for clients (including hospitals, pharmacies, and distributors), responding promptly to inquiries, resolving complaints, and maintaining a high level of client satisfaction. ● Ensured that all operational procedures met national pharmaceutical regulations, including documentation, packaging, storage, and transportation requirements for controlled and sensitive medications. ● Coordinated with courier services, supply vendors, and internal departments to resolve supply chain issues and optimize delivery timelines. Operations Lead Fingle School of Technology January 2024 - October 2024 ● Led the end-to-end setup of a tech school from ideation to the successful launch of the inaugural cohort. ● Conducted market research and competitor analysis to define the school's unique value proposition and curriculum focus areas (Frontend Development, Backend Development and Product Design.). ● Gathered, analyzed, and documented business requirements for operational structure, academic programs, student enrollment process, and learning management systems. ● Designed process workflows for student recruitment, application screening, onboarding, and course delivery using Zoho CRM. ● Monitored key metrics (enrollment numbers, student satisfaction, retention rates) and provided insights for continuous improvement post-Cohort 1. ● Successfully achieved 60+ student signups, 90% course completion rate, 85% student satisfaction. ● Developed operational documentation including Standard Operating Procedures (SOPs), curriculum outlines, and internal reporting templates. Client Experience Officer Optiva Capital Partners January 2022 - December 2023 ● Collaborated with the growth and marketing teams to spearhead the sales at the NAPE program, resulting in a 5% sales boost during the first quarter of 2022. ● Enhanced team productivity by optimizing the utilization of Microsoft SharePoint, leading to efficient storage and maintenance of customer data. ● Create streamlined service processes and enhance client satisfaction and convenience. ● Engage with clients and collate essential documentation for immigration processes. ● Thoroughly assess document completeness, addressing any deficiencies through affidavit procedures for both the primary applicant and accompanying family members to facilitate concurrent processing. ● Collaborate with the Document Submissions Team to ensure a smooth and efficient immigration processing experience for our clients. Customer Support Officer Mkopa Solar Lagos Nigeria October 2020 - January 2022 ● Skillfully managed customer support duties of receiving over 150 inbound calls per day: maintenance issues, incident reports, blocked phones, handling of confidential information and conflict resolution. ● Received outstanding feedback ratings Reduced turnaround time by 30% in responding to customer inquiries and concerns, enhancing overall service efficiency. ● Provided impactful feedback to the product/engineering team, resulting in significant enhancements to the quality and functionality of the solar-powered batteries. ● Provide responsive and comprehensive customer support by addressing inquiries through multiple channels, including phone, email, and in-person interactions. ● Maintain accurate and up-to-date customer records within the system, including detailed notes regarding all customer interactions. Transaction Officer Access Bank Lagos Nigeria July 2017 - August 2020 ● Aiding customers in the seamless execution of various transactions, encompassing tasks like facilitating cash and cheque deposits, withdrawals, and payments in both local and foreign currencies. ● Effectively address and resolve customer complaints and account discrepancies while providing informative responses to their inquiries. Additionally, proactively educate customers about the full spectrum of the bank's products and services. ● Utilize specialized software to monitor and report on bank-related information, while adhering to all financial and security regulations and protocols. ● Manage currency, conduct transactions, and handle sensitive information with the utmost responsibility and confidentiality. EDUCATION Tansian University, NG BSc., Political Science June 2015 CERTIFICATIONS Workflow Specialist, Asana| Salesforce Administrator, SCA Trailhead Diploma in Operations Management, Alison Courses| Foundations of Business Intelligence, Google