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Jessica B

@jessicab1

Customer Success Manager at PharmaRun Africa guiding health-tech users through onboarding, adoption, and account support.

Nigeria

Message

At PharmaRun Africa, I own post-onboarding customer relationships and day-to-day account management across email, live chat, and social messaging. I guide new customers through platform workflows and recommend premium options to support adoption and upsell opportunities.

I troubleshoot customer issues end-to-end, escalate product bugs to engineering with structured context, and maintain detailed CRM records. I also share recurring customer pain points with product and operations teams.

My healthcare experience includes patient counselling at the Ministry of Defence, where I improved patient satisfaction by approximately 35%, and pharmacy support at Florence's Pharmacy & Stores. With a BSc in Pharmacology, I bring healthcare workflow knowledge to customer relationships.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

PharmaRun Africa

Apr 2026 - Present (6 months)

Own post-onboarding customer relationships and day-to-day account management, driving resolution and retention in a health-tech SaaS environment. Lead new customer onboarding and proactively recommend premium product options to contribute to upsell opportunities.

Customer Onboarding Customer Retention Upselling Account Management CRM Issue Resolution Escalation Management Cross Functional Collaboration Healthcare SaaS Live Chat Email Support

Healthcare Assistant (Pharmacologist)

Ministry of Defence

Feb 2024 - Nov 2024 (9 months)

Improved patient satisfaction by ~35% through personalized counselling and proactive communication. Reduced dispensing errors by 30% by improving workflow and cross-team coordination, and digitized patient records to improve data accuracy.

Patient Counseling Workflow Improvement Cross team coordination Digitization Data Accuracy

Healthcare Assistant (Pharmacist)

Florence's Pharmacy & Stores

May 2023 - Dec 2023 (7 months)

Improved medication compliance by 30% through patient education and accurate prescription support. Increased patient trust by ~25% through informed OTC recommendations.

Patient Education Prescription Support OTC Medication Recommendation Medication Adherence

Pharmacovigilance Intern

University of Benin Teaching Hospital (UBTH)

Jun 2021 - Dec 2021 (6 months)

Improved timely regulatory reporting by 30% through accurate adverse-event documentation. Improved accuracy of drug safety assessments by 25% through cross-source data analysis.

Pharmacovigilance Adverse Event Reporting Regulatory Reporting Data Analysis Drug Safety