# Grace Itohan

Grace Itohan is a remote worker on Himalayas, Customer Service Representative / Quality Assurance Analyst at Hugo Technologies, based in Nigeria.

Source: https://himalayas.app/@graceitohan

```text
I resolve customer issues across channels while improving support quality and workflows.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Salary expectations | 60k+ USD |
| Job categories | Customer Service, QA Analyst, Administrative Assistant, Telesales Representative |
| Skills | Email Support, Live Chat, Phone Support, Complaint Resolution, Escalation Management, Customer Satisfaction, Relationship Building, Data Entry, Scheduling, Record keeping, Feedback Logging, Correspondence Management, Filing, Office Administration, Salesforce, Zoho Desk, Google Workspace, Google Docs, Google Sheets, Gmail, Excel, Slack, Quality Assurance, Process Improvement, Interaction Monitoring, Issue Identification, performance reporting, Team Coaching, Written Communication, Verbal Communication, Empathy, Patience, Problem Solving, Attention To Detail, Multitasking, Remote Work, Telesales, Order Processing, Shipment Tracking |
| LinkedIn | https://linkedin.com/in/grace-ogedengbe |

## About

```text
I am a quality auditor and customer service representative with over 4 years of experience (supporting customers through phone calls, live chat, and emails; these queries usually involve order delays, refunds, and returns).
My closest experience with this role will be when I worked at Jumia, one of the leading e-commerce companies in Nigeria.
I used tools like Salesforce and Zoho Desk for ticketing, escalations, and data entry. I also used AI tools like Quillbot to draft responses and fix my grammar.
When an angry customer reach out to me and I’m able to assist them with whatever problems they might have, it gives me some sense of fulfillment knowing they are going back happier than they came and that has reflected in the CSAT score of the company, which never went below 90% and this is why I’m a good fit for the role because I have hands-on experience and value bring to the team and the organization.
```

## Experience

### Customer Service Representative / Quality Assurance Analyst (current)

Hugo Technologies. Apr 2022 - Present

```text
Responded to customer inquiries via email, live chat, and phone, ensuring high satisfaction. Managed CRM records, monitored interactions for quality, and reduced manual error rates by over 25%.
```

Skills: Customer-Service, Quality-Assurance, Salesforce, Excel, Google-Sheets, Email-Support, Live-Chat, Phone-Support, Process-Improvement, Data-Entry, Scheduling, Escalation-Management

### Customer Service Representative / Telesales

Jumia Group. Jan 2021 - Mar 2022

```text
Delivered empathetic, solution-oriented support via phone, email, and chat. Managed order processing, shipment tracking, and delivery failure investigations while maintaining high CSAT scores.
```

Skills: Customer-Service, Telesales, Salesforce, Data-Entry, Order-Processing, Shipment-Tracking, Escalation-Management, CSAT, Communication-Skills

## Education

### Udemy

Customer Support, Experience and Service Skills, Customer Support

```text
Completed the Customer Support, Experience and Service Skills certification in January 2025.
```

### Coursera

Digital Media and Marketing Strategies, Digital Media and Marketing

```text
Completed the Digital Media and Marketing Strategies certification in September 2024.
```

### Coursera

Excel Skills for Business, Business

```text
Completed the Excel Skills for Business certification in November 2023.
```

### Olabisi Onabanjo University

Bachelor of Science, Philosophy. 2014 - 2018

```text
Bachelor of Science in Philosophy from Olabisi Onabanjo University, Nigeria, from May 2014 to May 2018.
```

## Tech stack

- Salesforce
- Google Docs
- Gmail
- Slack
- Zoho Desk
- Google Workspace
- Google Sheets
- Microsoft Excel

To contact Grace, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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