RITA OGOCHUKWU ORANUSI
Nigerian | 5 Atiampatam Street, Okota, Lagos Nigeria | --| www.linkedin.com/in/rita-ogochukwu-oranusi |
SUMMARY
● Energetic, result driven with outstanding experience in customer relations and sound knowledge of the
Salesforce Ecosystem and data analytics.
● Excels in providing exceptional service delivery to clients; specifically skilled with handling irate
customers and proffering solutions to challenging concerns.
● Ingenuity of ideas to improve overall customer experience and life-time value.
EDUCATION
African Leadership Academy – ALX Africa
Salesforce Administration Programme
University Of Benin - Edo, Nigeria
B.Eng. Chemical Engineering
WORK EXPERIENCE
Customer Service Representative
Ikeja Electric – Lagos, Nigeria
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January 2010 - November 2015
January 2021 - Till date
Effectively addressed and achieved 85% resolution rate on NERC (Nigerian Electricity Regulatory
Commission) complaint while maintaining a strong alignment of service quality with internal stakeholders,
thereby enhancing overall operational efficiency."
Delivered top-notch customer service to resolve technical issues and product inquiries, resulting in a 15%
decrease in customer churn.
Achieved a monthly 80% customer first level resolution rate by actively listening to customer concerns,
identifying root causes, and implementing effective solutions.
Professionally assisted and resolved customer issues through email (Outlook), inbound calls (Avaya), and live
chat (tawk.to) while consistently maintaining the highest levels of courtesy and achieved a 90% issue
resolution rate.
Participated in weekly briefings and actively contributed to the successful implementation of customer
experience feedback, resulting in a 20% improvement in overall customer satisfaction.
Customer Support Representative
Ajocard – Lagos, Nigeria
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May 2023 – January 2024
January 2020 - December 2020
Achieved a 94% customer complaint resolution rate by proactively escalating and diligently following up on
customers' issues via CRM (Trello and Jira service desk), consistently ensuring swift resolutions within an
average time of 48 hours.
Contributed to a 30% increase in customer satisfaction scores by consistently providing valuable customer
feedback and suggesting actionable improvements during weekly meetings, resulting in enhanced customer
experience.
Established a network of trust with clients, resulting in a 25% increase in customer retention, through open
and interactive communication via live chat (one route) and Google Mail.
Elevated our customer rating by 15% through the provision of guidance and support to team members in
adopting best practices for customer handling
Jumia Nigeria
Intern – Lagos, Nigeria
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February 2017 - July 2017
Successfully managed an average of 80 outbound and inbound customer inquiries per day via (X-lite
and X-cally) and email (Salesforce), with consistent provision of timely and accurate information to
meet customer needs.
Consistently achieved a 95% customer satisfaction rating by maintaining in-depth knowledge of
company products and services, enabling effective assistance to customers.
Increased business revenue by 20% through the successful upselling and cross-selling of the
company's products."
VOLUNTEER ACTIVITIES
Founder, Oritz foods
September 2017 - Present
Enabled 30+ women to successfully gaining baking skills through an intensive hands-on training program
SKILLS
Data Analytics
Strategic Planning
Proficiency in CRM software
INTERESTS
Baking
Women Empowerment
Sugar Art and Craft
LANGUAGES
Ibo - Native
English - Expert
Yoruba - Conversational