Hique Official

Results-driven Customer Success professional with 4+ years of experience in building strong client relationships, driving customer satisfaction, and delivering exceptional service across the customer lifecycle. Skilled in customer onboarding and stakeholder engagement with a proven ability to foster long-term relationships, improve customer retention, and deliver solutions that drive business growth.

Customer Relationship Officer at PricePally (2026-01 – 2026-07)

• Optimized the successful fulfillment of 350+ customer orders daily, maintaining high levels of order accuracy and driving rigorous SLA Compliance.
• Collaborated with warehouse, logistics, and customer support teams to resolve order discrepancies, contributing to a 15% reduction in fulfillment errors.
• Facilitated accurate order verification and inventory handling processes to support seamless Client Onboarding and operational efficiency.
• Resolved product quality and fulfillment issues promptly within a 2-hour window, minimizing disruptions and safeguarding long-term Customer Retention.
• Spearheaded cross-functional workflows with operations and logistics teams, optimized order processing during peak demand, and protected overall Customer Lifetime Value (CLV).

Customer Service Officer at Myrochealth Solutions (2025-03 – 2025-11)

• Facilitated seamless customer care by assisting with prescription refills, product inquiries, and expert over-the-counter medication recommendations.
• Collaborated closely with licensed pharmacists to clarify and fulfill over 500 monthly prescriptions, driving a reduction in dispensing errors and optimizing service efficiency.
• Optimized home delivery operations by managing customer orders to ensure precise, timely, and reliable fulfillment.
• Maintained and updated comprehensive customer profiles within the pharmacy management system to guarantee data integrity and accurate record-keeping.
• Resolved customer inquiries and concerns swiftly, consistently maintaining a high-performance standard that achieved a 90% customer satisfaction rating.

Customer Success Officer at GOCASH (2023-11 – 2025-02)

• Delivered prompt and professional multi-channel support via phone, email, and live chat, utilizing CRM Software to track interactions.
• Facilitated end-to-end Client Onboarding by assisting customers with loan applications, repayment structures, and account inquiries.
• Spearheaded strategic cross-selling and upselling initiatives, driving product uptake by 15% through targeted education on financial products and lending terms.
• Optimized portfolio health by monitoring payment schedules and following up on overdue accounts with tact to maximize Customer Retention and Customer Lifetime Value (CLV).
• Collaborated with the product team to report on customer pain points, resolved recurring friction areas, and achieved a 20% reduction in customer complaints.

Credit Officer at GOCASH (2023-05 – 2023-10)

• Ensured up-to-date information on payment status of customers through daily reporting which ensured seamless operation.
• Ensured daily minimum target was met by contacting and following up with due and overdue customers to recover payments.
• Effectively improved loan collection rate in level 3 by 20% by analyzing customer payment rates and credit score to determine disbursement.
• Exceeded daily targets in level 2 by facilitating prompt payment of loans by implementing customer focused strategies before the due date.

Credit Officer | Customer Success at RACEOVA (2022-02 – 2023-04)

• Providing excellent support and follow-up to customers on payments complaints, products usability.
• Exceeding monthly quantitative metrics on customer satisfaction, customer retention and inquiry volume.
• Effectively reduced customer wait time by over 25% by quickly escalating complaints to appropriate department to handle.
• Consistently led the team to meet daily financial targets by over 40% which contributed to the organization's KPI.

BSS. in Agriceconomics – National Open University (2018-09 – 2022-10)