Professional Summary
Experienced Customer Success and Business Support Lead with over six years in SaaS and tech-driven environments. Skilled at improving customer experience, reducing churn, and driving product adoption through proactive support, process improvement, and cross-functional collaboration. Known for identifying root causes of recurring issues, implementing scalable solutions, and building systems that enhance both team efficiency and client satisfaction. Brings a practical, hands-on approach to managing support operations while maintaining a sharp focus on long-term customer success and business growth.
Work Experience
Lagos, Lagos, Nigeria
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Summary
Currently leading customer success and support operations at QShop Tech, driving strategic initiatives to enhance customer lifecycle and business outcomes.
Highlights
Streamlined implementation workflows and client training, reducing customer onboarding time-to-value by 40%.
Spearheaded cross-functional initiatives, resulting in a 25% improvement in NPS and significant expansion of renewal revenue.
Designed and implemented a comprehensive customer health scoring system to proactively identify at-risk accounts and bolster retention.
Collaborated with product development teams to integrate direct customer insights, driving the successful delivery of key feature enhancements.
Lagos, Lagos, Nigeria
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Summary
Managed customer onboarding and engagement for a large merchant base at QShop Tech, focusing on satisfaction and churn reduction.
Highlights
Managed onboarding and engagement for over 20,000 merchants, consistently achieving a 92% CSAT score.
Implemented proactive customer health tracking and personalized outreach strategies, reducing churn by 20%.
Developed comprehensive support playbooks and knowledge bases, leading to a 50% reduction in inbound support volume.
Lagos, Lagos, Nigeria
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Summary
Drove lead conversion and customer adoption through strategic post-sale engagement at Autocheck Africa.
Highlights
Boosted lead conversion by 20% through effective post-sale engagement and tailored training programs.
Developed and implemented success workflows that significantly improved customer adoption rates during early lifecycle stages.
Lagos, Lagos, Nigeria
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Summary
Managed high-volume customer interactions and drove process improvements as a Customer Support Executive at Cheki Nigeria.
Highlights
Handled over 1,000 daily customer interactions, maintaining a 95% resolution rate for inquiries.
Analyzed customer service feedback to identify pain points, leading to the successful implementation of improved process automation.
Lagos, Lagos, Nigeria
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Summary
Streamlined administrative and financial processes at Rubiz Qi Gong, enhancing efficiency and task delivery.
Highlights
Automated key finance and administrative processes utilizing digital tools, which reduced manual errors by 70%.
Orchestrated internal scheduling and logistics, consistently ensuring 100% on-time task delivery within strict deadlines.
Certificates
Mini MBA
Issued By
Tekedia Institute
Skills
Customer Success & Retention
Customer Success Strategy, SaaS Onboarding, Churn Reduction, Net Revenue Retention (NRR), Client Relationship Management, Product Adoption, CSAT/NPS Reporting, Account Growth & Upsell, Customer Health Scoring.
Process Optimization & Operations
Process Optimisation, Knowledge Management, Cross-functional Team Collaboration, Workflow Automation, Logistics Management.
CRM & Business Tools
Zoho, HubSpot, ClickUp, Google Workspace, Microsoft Office, Slack, Brevo, 3CX.
Business Development
Lead Conversion, Post-Sale Engagement, Client Training.
Awards
Global Case Competition On Inclusive Business & Financial Inclusion.
Awarded By
Lagos Business School