Amaka Ngwu

I am a customer-centric professional with a decade of experience in delivering exceptional customer support across the SaaS and telecom industries. My expertise lies in onboarding clients, managing accounts, and maximizing customer satisfaction through effective solutions. I have a proven track record of reducing churn and boosting customer satisfaction, which I achieved by leveraging CRM tools such as Zendesk and Salesforce to resolve issues and enhance engagement.

In my role as a Customer Support Specialist at EMTS Nigeria, I addressed over 500 customer inquiries, achieving a remarkable 95% first call resolution rate. My efforts in increasing trial-to-paid conversion users by 50% through personalized demos and live webinars have significantly contributed to the company's growth. I pride myself on building trust and long-term relationships with customers by delivering empathetic and clear communication, ensuring a positive experience in every interaction.

My previous experience as an Account Manager allowed me to achieve 100% sales goals while leveraging SQL and Power BI to analyze customer data insights. I am passionate about using data to influence strategic decisions and improve customer retention. With a Bachelor of Arts in Languages/Linguistics, I am fluent in English and available for flexible schedules, including weekends.