Open to opportunities

Rhema Lancaster

@rhemalancaster

Message

Customer support professional specializing in post-sales retention and multi-channel client success.

Nigeria

Message

What I'm looking for

I seek remote or hybrid roles in post-sales support or client success where I can reduce churn, improve turnarounds, and coordinate cross-team solutions.

I am a customer support professional with over five years' experience providing post-sales client care across phone, email, and chat. I excel at organizing timelines, coordinating with vendors and internal teams, and resolving escalations calmly to preserve client relationships and reduce churn.

I have driven measurable improvements — including reducing churn from 10% to 5.6% and improving turnaround by roughly 40% — by implementing clearer onboarding, consistent check-ins, and simple tracking methods. I am remote-ready, comfortable supporting US time zones, and proficient with CRMs and ticketing tools to keep cross-team collaboration efficient.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support

Current

Freelance

Jan 2024 - Present (2 years 1 month)

Manage 40–60 daily customer inquiries across phone, email, and chat, logging interactions in Intercom/CRM and reducing churn from 10% to 5.6% through improved onboarding and consistent check-ins.

Intercom CRM Customer Onboarding

Administrative and Relationship Manager

Zenith Estate

Apr 2023 - Dec 2023 (8 months)

Served as primary post-sale client contact and introduced a tracking method that improved turnaround time by ~40%, ensuring timely internal follow-ups and regular client updates.

Client Communication Post Sales Issue Tracking Escalation Management Customer Retention

Relationship/Portfolio Officer

Zedvance Finance

Oct 2021 - Nov 2022 (1 year 1 month)

Managed client accounts post-approval, coordinated with compliance and operations to clear bottlenecks, and maintained detailed client notes to streamline service processing.

Account Management Compliance Operations Documentation CRM

Program Associate

Benjamin Bisan Lives On Foundation

Jan 2019 - Sep 2021 (2 years 8 months)

Conducted outreach with 500+ participants, collected and analyzed field data using Kobo Toolbox/ODK, and produced weekly reports to guide outreach strategy and operational improvements.

Field Data Collection Data Analysis Reporting Outreach

Customer Service Representative

ACCA Global

Mar 2019 - Nov 2019 (8 months)

Handled high volumes of inbound calls and emails, logged interactions for follow-up, escalated complex issues, and maintained professional, empathetic customer interactions during peak periods.

Inbound Support Ticket Logging Escalation Management Phone Support Email Support Customer Empathy