Racheal O.
Senior Customer Success & Sales Manager
Open to offersNew to PlatformAbout
Racheal A. has cemented her expertise over seven years as a Customer Success & Sales Manager, showcasing remarkable accomplishments within the fintech, e-commerce, branding, and retail distribution sectors. Her tenacity at O'Kennis Shine Ventures led to her team exceeding sales targets in seven out of ten months, while her strategic prowess at Jumia fueled a 15% monthly growth in vendor sales. At Flutterwave, Racheal expertly saved 10 to 15 at-risk merchant accounts each quarter, reinforcing her adeptness at customer retention. She excels in crafting seamless experiences for merchants and customers alike, utilizing CRM tools and implementing efficient support mechanisms that enhanced merchant onboarding and curtailed complaint-driven refunds by 20%. Racheal's leadership extends to managing top accounts directly, where she drove 60% of repeated business at O'Kennis Shine Ventures. Her comprehensive skill set spans pipeline management, account management, dispute handling, and vendor training, establishing her as a pivotal figure in customer success and sales strategy implementation.
Experience
Sales Manager
O'Kennis Shine Ventures · 2024 — 2026Oversaw a sales team of 5, established weekly targets, and conducted pipeline reviews each Friday while coaching representatives on proper follow-up practices. Expanded the customer base by around 30% in the first year by creating new retail and corporate accounts as well as reactivating inactive ones. Managed the top 10 accounts personally, with repeat orders contributing to roughly 60% of monthly revenue. Implemented a streamlined CRM follow-up protocol to ensure that all inquiries received a response within 24 hours. Collaborated with the service and delivery teams to quickly resolve customer issues, resulting in a 20% decrease in complaint-driven refunds.Vendor Support & Sales Officer
Jumia · 2022 — 2024Provided support for a portfolio of over 60 marketplace sellers, addressing inquiries related to listings, payouts, and performance scores via email, chat, and phone. Assisted underperforming sellers in enhancing their listings and pricing, leading to an average monthly sales growth of 15%. Handled seller-buyer disputes efficiently, maintaining seller satisfaction rates above 90% in quarterly surveys. Promoted advertising and sponsored product programs to sellers, resulting in over 20 paid ad sign-ups per month. Conducted onboarding training for new sellers in webinars and individual calls to ensure their initial listings passed review on the first attempt.Merchant Support Officer
Flutterwave · 2020 — 2022Managed 40 to 60 inquiries from merchants each day regarding settlements, chargebacks, failed transactions, and integration issues through email and live chat. Resolved payment disputes and chargeback claims by collaborating with banks and internal teams, successfully closing most cases within 3 to 5 business days. Assisted new merchants during onboarding and setup for checkout, effectively reducing their average time to first payment by about one-third. Identified merchants with decreasing transaction volumes and intervened before potential churn, saving approximately 10 to 15 accounts each quarter. Communicated recurring merchant concerns to product teams, resulting in dashboard improvements that lessened related support ticket volumes.Client Support Assistant
IamBrandworthy | Remote · 2019 — 2020Managed client intake processes, addressing initial inquiries, gathering project briefs, and arranging kickoff calls for the design team. Regularly updated clients on project status through email and WhatsApp, minimizing the need for clients to chase information. Ensured organized maintenance of client files and project records for team accessibility during project transitions. Conducted follow-ups with clients post-delivery to gather feedback and testimonials, many of which were utilized in company marketing efforts. Collaborated with the accounts officer to prepare quotes and invoices, thereby reducing billing-related queries.
Skills & Expertise
Education
- HND in Office Technology and ManagementFederal Polytechnic, Ilaro · — — 2024
- ND in Office Technology and ManagementFederal Polytechnic, Ilaro · — — 2021
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