Rita Ogochukwu Oranusi

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 ● ● ● ● ● ● ● ● 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 ● 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 ● ● ● 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