Phebe Okocha

PHEBE OKOCHA Nigerian | Ajah, Lagos, Nigeria | --| www.linkedin.com/in/phoebe-o SUMMARY Dynamic professional adept in Retail Operations, Salesforce and Customer Relationship Management, delivering exceptional service, particularly skilled in handling diverse customer needs. Completed an honors degree focused on Global Challenges. EDUCATION Tansian University – Umunya, Nigeria Bsc, Political Science September 2011 – June 2015 WORK EXPERIENCE Research Coordinator February 2024 – April 2024 FourthCanvas – Lagos, Nigeria  Coordinated all aspects of research projects from inception to completion, ensuring adherence to timelines and budgets.  Developed and maintained comprehensive project plans, including timelines, milestones, and deliverables.  Facilitated communication among interdisciplinary team members, including researchers, clinicians, and administrative staff, to ensure seamless collaboration.  Managed participant recruitment and enrollment processes, including screening, consenting, and data collection procedures.  Oversaw data management activities, including data entry, cleaning, and quality control, to ensure data integrity and accuracy.  Liaised with institutional review boards (IRBs) and regulatory agencies to ensure compliance with ethical and regulatory guidelines.  Conducted literature reviews and synthesized research findings to inform study design and methodology.  Contributed to the development and implementation of standard operating procedures (SOPs) to optimize research processes and enhance efficiency. Customer Experience Officer January 2022 - September 2023 Optiva Capital Partners – Lagos, Nigeria  Collaborated with the growth and marketing teams to spearhead the sales at the NAPEprogram, resulting in a 5% sales boost during the first quarter of 2022.  Enhanced team productivity by optimizing the utilization of Microsoft SharePoint, leading toefficient storage and maintenance of customer data.  Conducted meetings with prospective clients to explore immigration opportunities.  Create streamlined service processes and enhance client satisfaction and convenience.  Engage with clients and coalate essential documentation for immigration processes.  Thoroughly assess document completeness, addressing any deficiencies through affidavitprocedures 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 November 2020 - January 2022 Mkopa Solar – Lagos, Nigeria ● 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 significantenhancements to the quality and functionality of the solar-powered batteries. ● Provide responsive and comprehensive customer support by addressing inquiriesthrough multiple channels, including phone, email, and in-person interactions. ● Maintain accurate and up-to-date customer records within the system, includingdetailed notes regarding all customer interactions. ● Engage in team-building initiatives and collaborative activities to foster a cohesive workenvironment. ● Cultivate strong and positive relationships with customers to enhance their experience andsatisfaction. ● Provide actionable recommendations to management for enhancing the customer experience. Transaction Officer July 2018 - August 2020 Access Bank – Lagos, Nigeria ● 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 customersabout the full spectrum of the bank's products and services. ● Utilize specialized software to monitor and report on bank-related information, whileadhering to all financial and security regulations and protocols. ● Manage currency, conduct transactions, and handle sensitive information with the utmostresponsibility and confidentiality. ● Serve as a backup to the ATM custodian role. VOLUNTEER ACTIVITIES Ambassador, LFBI September 2023 - Present Groups and individuals work together to sort and/or pack produce, nonperishable foods, clothings and household items, preparing them for distribution to indigent families. TECHNICAL AND SOFT SKILLS Salesforce Data validation Workflow Configuration Oracle Flexcube Process Automation Project Coordination Quickbooks Communication Strategic Planning Google Workspace Customer Relationship Mgt. Microsoft Office CERTIFICATIONS Alx Africa 2023 - 2024 Salesforce Associate 2023 Salesforce Administrator 2024 Google Foundations of Business Intelligence 2024