OKELEJI RACHAEL OLUWATOMISIN
-;- Akure, Nigeria.
LinkedIn: linkedin.com/in/RachaelOkeleji/
PROFESSIONAL SUMMARY
Seasoned customer service agent with two years of solid experience working in fast-paced environments.
efficient at quickly responding to questions from clients, fixing problems, and offering top-notch assistance
to guarantee client happiness. excellent at handling large call numbers, using CRM tools, and being upbeat
under duress. Demonstrates excellent problem-solving and communication skills, and has a track record of
increasing customer retention rates. committed to providing excellent customer service and supporting the
success of the team. want to take advantage of experience in a fast-growing, customer-focused business.
SKILLS HIGHLIGHTS
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Customer centric approach, dedicated to delivering high quality customer service
Multi – task between phone volume, phone call, live chats and and email.
Skilled in prioritizing tasks and managing time effectively
Collaboratively with other departments to help build and retain client’s partnership
Follow up on client and proact response to customer’s enquiries.
Dedicated to providing personalized and proactive support
Proficiency in using various tools such as; Trello, Hubspot, Intercom, Freshdesk, Slack, Microsoft
teams, click Up, Asana, Calendly, Dropbox, google drive and lots more.
PROFESIONAL EXPERIENCES
Complete computers and Technology
March 2022 – date
CCT is a global IT solutions corporation having ties with International IT Giants like Microsoft, Oracle,
Comptia, Cisco, Pearson VUE, Prometric and the Federal Government of Nigeria under the National
Innovative /diploma program as well as offering products and services to different states. Areas of
specialties include the following among others; Computer Consultancy, Computer Assembly, Leasing, Sales,
Installation and Maintenance, Corporate/Executive Training, Computer Networking, Systems Analysis and
Software Development (Customized packages).
Customer Support Representative
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Assisted customers with inquiries, orders, and product-related questions via email, chat, and phone,
ensuring first-contact resolution whenever possible.
Maintained detailed records of customer interactions and processed customer accounts with
accuracy.
Provided feedback to the development team to improve products and customer experience.
Proactively identified opportunities to enhance support processes, contributing to increased
customer satisfaction.
Resolved an average of 30 support tickets daily via email, phone, and in-person interactions,
maintaining a 95% customer satisfaction rating.
Implemented proactive measures to reduce customer support inquiries, such as creating
comprehensive FAQ guides and troubleshooting articles, resulting in a 20% decrease in support
tickets over six months.
Next Step International Resources Limited, Akure, Ondo State
Jan 2019 - Dec 2021
The organization Is a travel and tour company that deals with different traveling matters such as visa
processing, intinery, hotel booking, flight booking, etc.
Administrative Assistance
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Handled incoming calls, emails, and mail, routing inquiries to appropriate staff members and
responding to routine inquiries independently, maintaining a responsive and customer-focused
environment and achieving customer satisfaction and exceeding service expectations by 60%.
Effectively resolved customer inquiries and issues, demonstrating strong problem-solving skills and
attention to detail.
Built and maintained strong client relationships, resulting in increased customer engagement from
30% to 60%.
Collaborated with internal teams to ensure seamless communication and resolution of customer
issues.
Oversaw office operations, including managing supplies, equipment maintenance, and vendor
relationships, resulting in cost savings of 10% annually.
CORE COMPETENCIES
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Excellent written and verbal
communication skills
Accountability
Problem-Solving
Punctuality
Transparency
Service oriented
Adaptability
Time Management skills
Attention to Detail
Collaboration
Resilience
Innovation
Conflict Resolution
Proficiency in CRM stools
Customer obsessed
Email management skills
EDUCATIONAL BACKGROUND
Adekunle Ajasin University, BSc in Health Education
Akungba Akoko
Feb 2018
I was assistant course representative, I was able to use my leadership and supportive skills to make sure the class
run smoothly. I was a liaison between the class and the lecturer, ensure the class is properly represented and well
informed.
CERTIFICATIONS
Digital Witch
Information Technology Support
Jan 2024
LinkedIn
Customer service: serving customers through chat and text
Feb 2024
JOBBERMAN
Soft skills training
Portfolio: https://rb.gy/6l86rc; https://rb.gy/a4ogvd
July 2022
