Rita Akinloye

RITA NKECHI AKINLOYE (EKEH), ANIPR Abuja, Nigeria · linkedin.com/in/ekeh-rita PROFESSIONAL SUMMARY Empathetic Customer Service Manager & Account Executive with 10+ years leading omnichannel support (phone, live-chat, email, and social) for e-commerce, SaaS, and retail brands. Proven record of lifting CSAT 10-point+, reducing first-response time 70%, and coaching hybrid teams of up to 12 reps across 4 time zones. Power-user of Salesforce Service Cloud, HubSpot, Zoho CRM, Zendesk, Airtable, Tawk.to, RingCentral, and Looker/Sheets for KPI analytics. Nigerian citizen—available for full-time remote work across GMT-1 → GMT+3. CORE SKILLS Customer Experience (CX): CSAT/NPS ownership • Ticket escalation • Refund & retention strategy Tech Stack: Salesforce Service Cloud • HubSpot • Zoho • Zendesk • Tawk.to • RingCentral • Google Workspace Remote Ops: Asana • Notion • Airtable • Slack • Zoom • Jira • Kumospace Management: KPI dashboarding • Quality assurance (QA) • Coaching & SOP creation • Shift scheduling Sales Enablement: Upselling/cross-selling • Pipeline follow-up • Cold outreach • Lead gen automation PROFESSIONAL EXPERIENCE Customer Service Representative (Volunteer) – Spangler Market – Remote | Mar 2021 – Present • Resolved 1,500+ tickets with 92% CSAT average using Tawk.to live chat. • Built FAQ macro library that cut average handle time -23%. • Partnered with product team to log and prioritize 200+ user-reported bugs, accelerating fixes by 15%. Customer Service Manager – Drez Collectionz – Remote (Johannesburg HQ) | Jan 2018 – Feb 2024 • Led 8-member remote support team; implemented Salesforce Service Cloud and new SLA of 4 h. • Raised repeat-purchase rate from 18% → 27% via proactive chat upsell program (A/B tested). • Authored SOP playbook adopted company-wide, cutting onboarding time from 4 weeks to 2 weeks. Account Executive / Lead Generation Specialist – Ironclad Corp – Remote (USA) | Jan 2024 – Present • Averaged 130% quota (MQL→SQL conversion) by deploying multichannel cadence in HubSpot. • Collaborated with Customer Success to achieve 96% logo retention at renewal. Senior Client Service Executive / Account Manager – TPT International – Lagos, Nigeria | 2011 – 2018 • Managed PR retainers totalling $1.2M; campaigns earned 25+ Tier-1 media placements. • Negotiated budgets, supervised cross-functional teams (creative, digital, PR) of 20+ personnel. EDUCATION M.Sc. Marketing & Communications, Rome Business School – 2016 B.A. Mass Communication, Olabisi Onabanjo University – 2009 CERTIFICATIONS • Associate, Nigerian Institute of Public Relations (ANIPR) • Virtual Assistant Training – Black Gal Academy (2025) • Product Manager Certificate – BeTechified (2025) • Remote Work Cybersecurity – Nexora Digital (2025) ADDITIONAL Languages: English (fluent) • Basic French (conversational) Publications: Articles in Hearts & Hints magazines References: Available on request