GRACE EDEH
Customer Service Representative
San Jose,CA
Summary
Results-driven Client Services & Client Relations professional with expertise in customer support, account management, and issue resolution. Adept at enhancing customer satisfaction, resolving escalations, and driving customer retention through proactive engagement and strategic service solutions. Proven ability to improve service efficiency, boost customer experience (CX), and optimize workflows in fast-paced, high-volume environments. Skilled in CRM tools, KPI tracking, SLA compliance, and troubleshooting. Passionate about delivering customer success and optimizing service operations.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative (Remote)
HIGH VERSE
Chicago, Illinois
01.2023 - Current
- Company Overview: Healthcare Consulting Company
- Provide exceptional service to clients by answering 30 incoming inquiries via phone, email, or chat regarding healthcare services, policies, and procedures daily.
- Skilled at building and maintaining strong client relationships through clear, professional communication and empathy.
- Strong problem-solving abilities with a focus on delivering effective solutions and ensuring client satisfaction.
- Passionate about improving client experiences and contributing to better healthcare outcomes through personalized service and attention to detail.
- Excellent organizational skills, attention to detail, and a commitment to maintaining high service standards.
Kids Administrator (Volunteering)
ANGLICAN CHURCH
New York, New York
12.2021 - 11.2022
- Company Overview: Non-Profit Organization
- Managed schedules and coordinated logistics for classes, activities, and special event for over 15 children while ensuring supplies and materials are stocked and available as needed within the children’s ministry
- Served as a point of contact for parents and church staff regarding children's ministry activities
- Assisted in planning and executing special events such as holiday programs, Vacation Bible School, and annual church convention
Customer Service Specialist
FULCRUM PLUS
Lagos, Nigeria
11.2020 - 11.2021
- Company Overview: Events Management Company
- Developed and executed customer service strategies, increasing client satisfaction scores by 50% and improving client retention rates
- Managed key client accounts, serving as the primary point of contact resolving customer complaints, and service escalations efficiently
- Led cross-functional teams to optimize client experience and improve response time by 30%
Inbound Customer Service Agent (Call Center)
JUMIA
Lagos, Nigeria
02.2018 - 01.2019
- Company Overview: Largest E-commerce Provider in Africa, NYSE Listed
- Managed 100+ customer inquiries daily, consistently exceeding performance metrics and delivering fast resolutions to customer complaints
- Maintained an Average Handling Time (AHT) of 3 minutes, outperforming the company target of 5 minutes
- Strengthened customer loyalty and retention by delivering accurate, timely, and transparent communication
Education
Barrister at Law (B.L) - Law
Nigerian Law School
Lagos, Nigeria 01.2019 - 01.2020
Bachelor of Laws (LL.B) -
University of Abuja
Abuja, Nigeria 01.2011 - 01.2018
Skills
Active listening
undefinedCommunity Service
Led a fundraising initiative to build boreholes in Oke Olu, Lagos, providing sustainable clean water to residents and improving public health.
Timeline
Customer Service Representative (Remote)
HIGH VERSE
01.2023 - Current
Kids Administrator (Volunteering)
ANGLICAN CHURCH
12.2021 - 11.2022
Customer Service Specialist
FULCRUM PLUS
11.2020 - 11.2021
Barrister at Law (B.L) - Law
Nigerian Law School
01.2019 - 01.2020
Inbound Customer Service Agent (Call Center)
JUMIA
02.2018 - 01.2019
Bachelor of Laws (LL.B) -
University of Abuja
01.2011 - 01.2018
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