Open to opportunities

Benita Tiku

@benitatiku

Message

I grow customer adoption, retention, and satisfaction across e-commerce, beauty-tech, and support operations.

Nigeria

Message

What I'm looking for

I'm seeking remote or on-site customer success, customer support, or customer experience work where I can improve onboarding, retention, account health, and service quality.

I've supported customers and grown adoption at i3 Design (Mirron), Jumia Nigeria, and MultiChoice campaigns, handling high-volume service across e-commerce, beauty-tech, and pay-TV. At Mirron, I led onboarding, product walkthroughs, retention, and multichannel support for partners and 3,000+ B2B/B2C customers.

I re-engaged dormant accounts to grow Mirron's active beauty community from 753 to 2,500+ members, contributed feedback that lifted feature adoption by 5%, and partnered with Finance and Inventory teams to improve payment and delivery communications.

At Jumia, I resolved 70+ inquiries daily, maintained 95% CSAT and a resolution rate above 90%, and earned Overall Best Agent for Customer Satisfaction in back-to-back years. I bring empathetic de-escalation, first-contact resolution, and CRM-driven account health monitoring to every customer conversation.

Experience

Work history, roles, and key accomplishments

Customer Success Associate

i3 Design (Mirron)

Feb 2023 - Feb 2026 (3 years)

Promoted to lead onboarding, retention, and community growth. Owned first value delivery for new users, delivered multichannel support, and re-engaged dormant accounts to grow the active beauty community from 753 to 2,500+ members.

Customer Success Onboarding Retention Community Growth De escalation CRM Salesforce Zendesk Freshdesk Zoho ClickUp Trello Slack Google Workspace Loom

Customer Support Professional

i3 Design (Mirron)

Jan 2022 - Jan 2023 (1 year)

Streamlined daily support queues and task management to optimize response times. Partnered with Finance to troubleshoot payment gateway failures and with Inventory to build real-time stock alerts.

Customer Support Queue Management CRM Zendesk Freshdesk Zoho ClickUp Trello Slack Google Workspace

Customer Service Representative

Jumia Nigeria

Oct 2018 - Dec 2021 (3 years 2 months)

Managed high-volume multichannel support, resolving an average of 70+ inquiries daily. Handled complex disputes involving logistics, payments, and products, and maintained a 95% CSAT score.

Customer Service Multichannel Support Dispute Resolution Upselling CSAT CRM

Program Producer (Internship)

NTA – Nigerian Television Authority

Jul 2017 - Apr 2018 (9 months)

Produced and hosted Great Minds, a live weekly career-development program, gaining early experience in audience-facing communication.

Production Hosting

Customer Service Representative

Outcess Nigeria (MultiChoice Campaign)

Jun 2017 - Dec 2017 (6 months)

Ran high-volume outbound campaigns to existing MultiChoice subscribers for upgrades, renewals, and hardware migrations. Converted 6% of dormant accounts into active subscriptions.

Outbound Calling Retention CRM Salesforce Upselling Technical Support