Open to opportunities

Rachael Okewole

@rachaelokewole

I manage customer experiences and credit portfolios that improve retention, payment performance, and service resolution.

Nigeria

Message

I've managed client credit portfolios at Kalabash Technology Solutions, maintaining flight installment records, following up on settlements, resolving refunds, and identifying at-risk accounts to reduce credit exposure.

Previously at WakaNow and United Bank for Africa, I supported customers across email, live chat, social media, WhatsApp, and telephone. I handled travel bookings, banking complaints, escalations, client retention, upselling, cross-selling, CRM records, and KPI-driven service delivery.

With an MBA in Project Management and a Business Administration background, I bring financial reporting, administrative coordination, analytical thinking, and clear client communication to customer-focused operations.

Experience

Work history, roles, and key accomplishments

Credit Portfolio Manager

Kalabash Technology Solutions

Mar 2023 - Apr 2026 (3 years 1 month)

Managed client credit accounts, tracked payments, processed refunds, and generated portfolio reports. Collaborated with teams to resolve disputes and implemented strategies to minimize credit losses.

Credit Portfolio Management Customer Relationship Management Financial Reporting Dispute Resolution Risk Management

Customer Care Representative / Sales Associate

WakaNow

Dec 2022 - Mar 2023 (3 months)

Provided end-to-end customer support for flight bookings and reservations across multiple channels. Retained clients through follow-ups and identified upselling opportunities, consistently meeting KPIs.

Customer Support CRM Systems Upselling Cross Selling KPIs

Customer Experience Expert

United Bank for Africa (UBA)

Jul 2021 - Nov 2022 (1 year 4 months)

Served as primary liaison for customer queries and complaints across multiple channels. Delivered timely resolutions, managed dissatisfied customers, and upsold banking products.

Customer Experience Management Complaint Resolution De escalation Upselling Cross Selling Documentation

Teaching Assistant (NYSC)

Zappa Basic Secondary School, Asaba

Dec 2019 - Nov 2020 (11 months)

Delivered structured lessons and assessed student performance. Developed enriched curriculum activities and provided cover for absent staff.

Teaching Curriculum Development Student Assessment Classroom Management

Financial Secretary and Treasurer

FRSC Community Development Service (NYSC)

Feb 2020 - Oct 2020 (8 months)

Prepared monthly financial reports and collaborated on budget development. Monitored and recorded all income and expenditure to ensure accountability.

Financial Reporting Budgeting Record keeping Accountability

Executive Administrative Assistant / Litigation Officer

Kayode Samson & Associates Law Chamber

May 2017 - Nov 2017 (6 months)

Improved office efficiency by updating data management systems and implementing digital solutions. Investigated client complaints, handled transcription, and onboarded new clients.

Administrative Support Data Management Documentation Client Onboarding Transcription

Intern

Ministry of Housing, Oke-Mosan

Oct 2016 - Apr 2017 (6 months)

Supported office operations by updating data management systems and contributing to digital solution implementation. Investigated client complaints and assisted with transcription.

Data Management Documentation Administrative Support Investigation