✦ Available for Remote Work

Customer Support
Specialist

I help customers feel heard and leave with their issues sorted. With 4+ years across healthcare, education, and government, I know how to stay calm, be accurate, and get things resolved.

92%+CSAT Score
4+Years Experience
85%No-Escalation Rate
Let's Work Together View Experience
Okoinemen Praise-Jah

Okoinemen Praise-Jah

Customer Support Specialist · Remote-Ready

📍 Lagos, Nigeria (GMT+1)
💼 Salesforce · Zoho · EHR Systems
🕐 Flexible across time zones
✅ Zero compliance incidents on record
50–70 Calls handled daily in healthcare role
18% Reduction in repeat contact rate
98% Accuracy rate in government CSR role
100% Compliance record — zero warnings

About Me

The person behind the headset

I'm a Customer Support Specialist with over 4 years of experience across healthcare, education, and government. These are fields where accuracy and follow-through actually matter, and that's shaped how I work.

At a telehealth company, I cut the repeat contact rate by 18%. Not by tweaking scripts, but by figuring out why customers kept calling back in the first place and addressing that directly.

I work remotely, manage my own time well, and I'm comfortable across CRM tools. I take my work seriously and I'm easy to work with.

First-Contact Resolution

I resolve 85–90% of issues without escalation. Customers don't have to call back, and teams can focus on other things.

Empathy-First

I actually listen before I respond. That's usually what it takes to de-escalate a situation before it gets worse.

Data-Driven

I pay attention to patterns and flag what I notice. Good support isn't just reactive, it helps prevent the same issues from repeating.

Process-Oriented

Scripts, SLAs, compliance protocols — I follow them properly. No cutting corners.

What I Offer

Services

📞

Inbound & Outbound Support

High-volume call handling with calm professionalism. Experienced managing 50–70 calls daily in healthcare and education sectors.

Phone SupportCall ScriptsSLA Adherence
💬

Chat & Email Support

Clear, empathetic written communication. Managed 40+ correspondences monthly with zero delayed follow-ups.

Live ChatEmail TriageTicketing
🛠️

Technical Support (Tier 1)

Resolved 85% of telehealth platform issues (login, access, connectivity) without escalation to Tier 2.

TroubleshootingEHR SystemsTelehealth
📊

CRM Management & Reporting

Accurate, audit-ready records in Salesforce and Zoho. Prepared weekly performance reports used by management.

SalesforceZoho CRMData Entry
🤝

Complaint Resolution

Skilled at de-escalating difficult situations and turning unhappy customers into satisfied ones through active listening.

De-escalationConflict ResolutionEmpathy
📋

Admin & Back-Office Support

Scheduling, documentation, record management, and workflow coordination with 30% improvement in retrieval time.

SchedulingDocumentationWorkflow

Tech Stack

Tools I Work With

CRM & Support Platforms

SalesforceZoho CRMEHR SystemsHubSpot

Communication & Collaboration

SlackMS TeamsZoomNotion

Productivity & Office

MS Office SuiteGoogle WorkspaceExcelTrello

Data & Reporting

QuickBooksGoogle SheetsPivotTablesDashboard Reports

Work History

Professional Experience

Jul 2024 – Present
Virtual Customer Service Representative
Cimple Healthcare · Remote
  • Managed 50–70 inbound/outbound patient calls daily in a high-volume telehealth environment
  • Consistently achieved 92%+ customer satisfaction rating across all tracked interactions
  • Reduced repeat contact rate by 18% through root-cause analysis and first-contact resolution
  • Resolved 85% of technical support issues without escalation to Tier 2
  • 100% compliance with HIPAA-aligned communication protocols — zero incidents recorded
Jul 2024 – Jun 2025
Customer Service Representative
Great Omega International Schools · Ikorodu, Lagos
  • Resolved 90% of parent/guardian inquiries on first contact
  • Improved call response speed by 25% through better intake and routing
  • Strengthened parent–school relationships through empathetic complaint handling
May 2023 – Jul 2024
Customer Service Representative
Lagos State Building Control Agency · Oshodi, Lagos
  • Served as frontline support with 98% accuracy in inquiry resolution and routing
  • Managed 40+ customer correspondences monthly with zero missed follow-ups
  • Reduced information-retrieval time by 30% by redesigning filing systems
Nov 2019 – Sep 2022
Administrative Assistant (Internship)
Lagos State Physical Planning Permit Authority · Oshodi, Lagos
  • Reduced customer wait times by 20% through improved front-desk service flow
  • Maintained 100+ customer profiles with 30% improvement in follow-up efficiency
  • Contributed to 25% reduction in escalated complaints through prompt issue resolution

Social Proof

What Clients Say

★★★★★

Working with Praise-Jah has been a game-changer. As someone juggling clients, fittings, and suppliers, things got overwhelming — until she came on board. Now I'm more organized, always on schedule, and less stressed. With her support, I can focus on my work knowing she's got my back.

Daniel Bassey
Daniel Bassey
Founder, Darash Apparel
★★★★★

Praise-Jah has honestly been a lifesaver. With how busy my days get, I was constantly forgetting things or falling behind. Since she came on board, everything just feels more manageable. She keeps me organized, reminds me of things before they slip my mind, and just helps life run more smoothly.

David Odde
David Odde Jnr
Client
★★★★★

I sell fabrics and juggle customers, restocking, orders, and messages — it was getting overwhelming. Since working with Praise-Jah, everything's been easier. She keeps me organized, follows up when I forget, and her support has taken a huge load off. I can finally focus on growing my business without the constant stress.

Lois Robert
Lois Robert
Founder, Fabric by Jael

Ready to bring results
to your support team?

Available for full-time remote roles. Let's talk.

📧 Okoinemenpraisejah@gmail.com
📞 +234 811 276 7625
🔗 linkedin.com/in/okoinemenpraisejah