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Laye Okoh

@layeokoh

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Customer Success Lead at MyLibri Books, growing partner adoption and spotting churn risks early.

Nigeria

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At MyLibri Books, I own relationships with publisher and author partners, helping them stay successful and engaged on the platform.

I onboard new partners, guide them through platform tools and best practices, and use partner and platform data to identify churn risks and growth opportunities.

At Prestige Groups, I improved customer retention by 25% and repeat business by 30% through structured feedback and consistent follow-up. I also partnered with retail managers to resolve issues and exceed sales targets by 50%.

My background includes customer support across retail and digital platforms, CRM recordkeeping, and preparing partner agreements. My Bachelor of Laws from the University of Lagos supports my work with contracts and compliance.

Experience

Work history, roles, and key accomplishments

Current

Relationship Manager & Customer Success Lead

Current

MyLibri Books

Aug 2023 - Present (3 years 2 months)

Owns end-to-end relationships for publisher and author partners, onboarding them and ensuring engagement. Identifies churn risks, resolves issues, and maintains CRM records to track relationship health.

CRM Customer Success Onboarding Relationship Management Data Analysis Compliance Proposal Preparation

Customer Success Associate

FoodCourt

Nov 2022 - Jul 2023 (8 months)

Served as key point of contact for customers, resolving complaints and processing payments. Escalated complex issues and trained new team members on service standards.

Customer Service Complaint Resolution Payment Processing Training Escalation Management

Customer Support Representative

Prestige Groups

Sep 2020 - Sep 2022 (2 years)

Built relationships across a retail customer network, improving retention by 25% and repeat business by 30%. Exceeded sales targets by 50% and produced competitor analysis that delivered a 15% market share gain.

CRM Customer Retention Sales Market Analysis Competitive Analysis Relationship Management

Executive Assistant

Keecheen.com

May 2020 - Feb 2021 (9 months)

Provided high-level administrative support to senior leadership, managing calendars, scheduling meetings, and coordinating travel. Drafted correspondence and prepared reports and presentations.

Calendar Management Travel Coordination Report Preparation Confidentiality Stakeholder Communication

Customer Support Representative

West Africa Tobacco Company

Jul 2019 - Aug 2020 (1 year 1 month)

Managed relationships with 50+ retail partners, providing responsive support that improved satisfaction and repeat orders. Coordinated order fulfilment and maintained accurate customer records.

Customer Support Relationship Management Order Fulfilment Record keeping