Sophie Ikape

SOPHIE ODIJE IKAPE Customer Support | Healthcare Support | Service Delivery Specialist​ Abuja, Nigeria​ PROFESSIONAL SUMMARY Customer Support, Healthcare Support, and Service Delivery professional with 5+ years of experience supporting high‑volume customer operations across healthcare, logistics, and call‑center environments. Proven ability to manage end‑to‑end service delivery, handle escalations, monitor SLAs, and collaborate with cross‑functional teams to ensure timely resolution of customer needs. Strong background in CRM tools, reporting, and team support, with a customer‑first mindset and a growing leadership track record. CORE SKILLS Customer Support & Service Delivery​ Customer Success • Escalation Handling • SLA Monitoring • Case Management • High‑Volume Request Handling • Call, Chat & Email Support Healthcare & Operations Support​ Telemedicine Coordination • HMO & Pharmacy Liaison • Prescription Fulfilment • Scheduling • Workflow Coordination Tools & Reporting​ Zoho CRM • Call Center Systems • WhatsApp Business • Metabase (Dashboards & Reports) • Microsoft Excel (Reports, Pivot Tables) • Google Sheets Administrative & Professional Skills​ Documentation & Reporting • Data Entry • Confidential Records Management • Team Collaboration • Communication & Conflict Resolution PROFESSIONAL EXPERIENCE WELL AHEALTH TECHNOLOGIES, Abuja Customer Success Agent / Service Delivery (Healthcare) | 2023 – Present ●​ ●​ ●​ ●​ Coordinated 5,000+ telemedicine, acute and chronic medication requests across multiple states. Liaised daily with HMOs and partner pharmacies to ensure accurate and timely prescription fulfilment. Managed customer escalations and ensured all requests were resolved within SLA timelines. Prepared daily service delivery and performance reports for internal tracking. ●​ Supported team members during peak periods to maintain service continuity. ●​ Utilized mapping tools to identify the nearest pharmacies for faster medication pickup. Leadership & Service Delivery Highlights (Team Lead – Telemedicine Unit) ●​ ●​ ●​ ●​ ●​ Reduced average turnaround time by 20% through proactive follow‑ups and process improvements. Trained and mentored 10+ new team members, improving onboarding efficiency. Successfully managed daily request spikes of 150+ cases without SLA breaches. Improved customer responsiveness by 30% through structured WhatsApp follow‑up processes. Created performance dashboards using Metabase to support management decision‑making. KWIK FIX MODERN MECHANIC WORKSHOP, Port Harcourt Administrative Assistant / Customer Service Representative | 2022 – 2023 ●​ ●​ ●​ ●​ Managed customer appointments, service schedules, invoicing, and follow‑ups. Coordinated logistics, part orders, and administrative support for company operations. Handled customer inquiries and complaints, ensuring prompt resolution. Maintained accurate records, reports, and databases to support business decisions. Key Achievement: Improved customer satisfaction and retention by streamlining the service booking process. THE OUTSOURCE COMPANY, Abuja Bilingual Customer Service Representative (Call Center) | 2019 – 2020 ●​ Delivered customer support via calls, chat, and email while meeting quality and handle‑time KPIs. ●​ Resolved escalated customer issues professionally and efficiently. ●​ Supported translation requests while maintaining service accuracy. Key Achievements: ●​ Consistently exceeded customer satisfaction and quality targets. ●​ Maintained strong performance across multiple support channels under high call volumes. ADDITIONAL EXPERIENCE (SUMMARY) ●​ Administrative Assistant (Volunteer) – Sa’a Foundation, Accra ●​ Logistics Assistant / Customer Service Representative – Samvellous Heritage Ltd ●​ Executive Assistant / Customer Service Representative – Kwik Fix (Makurdi) EDUCATION & CERTIFICATIONS Bachelor of Arts – Information Science & Arabic Language​ University of Ghana, Legon | 2013 – 2018 Associate of Arts – Arabic Language​ Ain Shams University, Cairo | 2016 – 2017 Professional Certifications ●​ Virtual Assistant Certificate – ALx Group (2022) ●​ Customer Support, Data Entry & Digital Tools (Excel, CRM) – Self‑trained / The Outsource Company ●​ Certificate of Participation (Front‑End Web Development) – Aspilo’s Foundation AVAILABILITY Open to Customer Support, Healthcare Support, Service Delivery, and Customer Service roles (On‑site, Hybrid, or Remote).