Open to opportunities

Abereje Igi

@aberejeigi

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Customer Success professional specializing in retention, onboarding, and email marketing.

Nigeria

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What I'm looking for

I’m looking for a remote Customer Success role where I can run onboarding, retention, and complaint resolution using CRM and Excel/Sheets, and help clients succeed. I’m also ready to support email marketing with Klaviyo.

I’m a Customer Success & Operations professional with 15+ years managing client relationships, onboarding, and retention across hospitality + media. I handle complaints, improve service delivery, and keep client communication smooth end-to-end.

I’ve managed 30–190 room properties and trained 12+ staff on SOPs, service standards, and customer handling. I also track occupancy, revenue, and client feedback using Excel/Google Sheets, maintaining strong reporting and accuracy.

Now transitioning to remote Customer Success Manager + Klaviyo Email VA roles. I’m a fast learner—currently training on HubSpot Customer Success and Klaviyo Email Marketing—and I’m reliable with deadlines, with excellent written English and phone etiquette.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Leinad Hotel & Suites

May 2025 - Present (1 year 1 month)

Managed daily guest check-in/check-out and resolved complaints, maintaining 95% satisfaction. Onboarded and trained 12+ staff on SOPs and service standards, and used Excel to track occupancy, revenue, and client feedback.

& Customer Success GUEST OPERATIONS Complaint Resolution Staff Training Excel reporting Occupancy & Revenue Tracking

Hospitality Manager

Magnetic Merchant Enterprise

Nov 2022 - Aug 2024 (1 year 9 months)

Handled 50+ daily client inquiries via phone, email, and WhatsApp and resolved issues same-day. Implemented a client feedback system that improved retention by 20% and maintained client databases and monthly Excel operations reports.

Retention Complaint Handling Excel reporting

General Manager / Auditor

Nafelis Hotel Limited

Mar 2021 - Oct 2022 (1 year 7 months)

Oversaw end-to-end guest experience for a 45-room property, from booking through check-out. Created SOPs for front desk and customer service, reducing complaints by 30%, and audited billing/data to deliver 100% error-free owner reports.

Front Desk Operations Customer Service Billing Audit Quality Assurance Owner Reporting

Marketing/Sales Manager

Active Media Limited

Jun 2004 - Dec 2014 (10 years 6 months)

Managed B2B client accounts (Dangote, MTN, Airtel), driving relationship growth through renewals and upsells. Coordinated campaign delivery with client reporting, achieved 100% on-time execution, and maintained a CRM of 200+ contacts with follow-up and renewal tracking.

B2B Account Management CRM Management Campaign Coordination Client Reporting