Open to opportunities

Etuchi Okoh

@lovethokoh

Message

Customer Success Executive focused on retention, satisfaction, and fast complaint resolution.

Nigeria

Message

What I'm looking for

I’m looking for a customer success role where I can drive retention and satisfaction through proactive support, clear communication, and data-informed improvements—while collaborating with internal teams to improve processes and deliver service excellence.

I’m a Dedicated, results-oriented Customer Success Executive with over 6 years of progressive experience across customer service, event coordination, and social media marketing. I focus on enhancing customer satisfaction, building long-term client relationships, and delivering consistent service excellence across insurance technology, hospitality, and retail.

At MyCoverGenius, I proactively address issues to ensure timely, effective resolutions, while keeping customer interaction records accurate and up-to-date. I analyze customer data to compile performance reports, identify recurring challenges, and implement improvements that raise service quality. By staying engaged and customer-focused, I drive customer retention and satisfaction and collaborate with internal teams to improve processes for a seamless customer experience.

Before that, I supported customers end-to-end as an Online Customer Care Officer at Techjobsng, managing inquiries, orders, and service requests with fast, accurate responses. I acknowledge, investigate, and resolve complaints to achieve positive outcomes, and I monitor customer interactions to spot trends and escalate unresolved issues appropriately. I also strengthen brand presence as a Social Media Marketing Specialist at Prime Grocers Int’l Ltd by developing content strategies, managing multiple platforms, and producing performance reports using data-informed decisions.

My background also includes hands-on Event Coordinator work at Priceless PA, where I managed venue preparation, logistics, vendor coordination, and post-event reporting to improve future planning. With a BA in Critical Thinking for Self Development and ongoing customer service training (including LinkedIn Learning Customer Service Foundations), I bring both discipline and empathy to every customer journey.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Executive

Current

MyCoverGenius

Oct 2023 - Present (2 years 8 months)

Proactively addressed customer issues to ensure timely, effective resolutions and improved overall service quality. Analyzed customer interaction data to identify recurring challenges and strengthen customer retention through consistent engagement.

& Customer Success Customer Support Customer Retention CRM Complaint Resolution performance reporting Customer Engagement Cross Functional Collaboration

Current

Online Customer Care Officer

Current

Techjobsng

Jan 2022 - Present (4 years 5 months)

Managed online customer inquiries, orders, and service requests with prompt, accurate responses to maintain high satisfaction. Investigated and resolved customer complaints and escalated unresolved issues to support consistent service standards.

Customer Support Complaint Resolution Customer Satisfaction Escalation Management Administrative Support

Social Media Marketing Specialist

Prime Grocers Int’l Ltd

Mar 2023 - Dec 2023 (9 months)

Developed and executed social media content strategies to increase brand visibility and audience engagement. Managed multiple platforms, produced written communications and marketing performance reports, and made data-informed content decisions to support marketing objectives.

Social Media Marketing Content Strategy Community Management Social Media Monitoring Written Communication Marketing Materials performance reporting Event Marketing Strategy

Event Coordinator

Priceless PA

Mar 2014 - Oct 2022 (8 years 7 months)

Managed end-to-end event operations, including venue preparation, logistics coordination, and invitation management. Conducted pre-event and day-of checks, resolved on-site challenges to ensure smooth execution, and delivered post-event reports to guide future planning.

Event Management Event Planning Event Production Logistics Coordination Vendor Management

Volunteer (Food Bank)

Lagos Food Bank

Jun 2018 - Jul 2022 (4 years 1 month)

Supported food distribution and community outreach programmes through hands-on participation. Contributed to non-profit goals by working effectively with a team and focusing on social impact.

Non Profit Community Service Teamwork Social Impact Leadership Time Management

Customer Service Officer (Hotel)

Palaszino's Hotel and Bar

Jan 2021 - Oct 2021 (9 months)

Provided high-quality guest service by managing front desk operations, guest check-ins, and inquiry handling in a fast-paced hospitality environment. Applied positive sales and persuasion techniques to guide guest decisions and drive upsells while adhering to service and timing standards.

Customer Service Front Desk Operations inquiry handling Upselling Service standards Time Management

Customer Service Officer

Jude and Sons Group of Company

Jan 2019 - Dec 2020 (1 year 11 months)

Delivered comprehensive customer service and maintained strong client relationships using CRM tools. Managed sales operations and ensured efficient resolution of customer queries while supporting service delivery standards through consistent performance.

Customer Relationship Management (CRM)Customer Service Sales Operations Business Relationship Management Service standards Team Collaboration Problem Solving