Open to opportunities

Chiamaka Chinaka

@chiamakachinaka

Customer Success specialist driving retention, SLA excellence, and proactive client engagement for SaaS and remote teams.

Nigeria

Message

What I'm looking for

I seek a remote role focused on customer retention and success, where I can drive SLA adherence, improve workflows, mentor teams, and contribute to revenue growth.

I am a Customer Success professional with demonstrated success managing high-volume support, corporate accounts, and retention initiatives across remote service environments. I consistently maintained 95% SLA compliance, supported 112 corporate clients, and helped achieve 97% renewal rates and 121% net revenue retention through proactive engagement and cross-functional collaboration.

I excel at client lifecycle management, escalation handling, CRM documentation (Zendesk, Zoho), and operational coordination. I focus on identifying churn risk, improving service workflows, and delivering measurable improvements to customer satisfaction and Net Promoter Scores.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Clipboard Health

Oct 2025 - Present (5 months)

Manage customer support requests and resolve service issues while maintaining SLA targets; document interactions in Zendesk and escalate complex issues to reduce resolution time and improve workflows.

Customer Support Zendesk SLA Management Escalations Remote Operations Outbound Calling

Customer Success Team Lead

Reliance Health

Mar 2025 - Sep 2025 (6 months)

Led client engagement and onboarding to ensure positive renewal experiences and mitigate churn; guided team communication and managed high-priority escalations within SLA timelines.

& Customer Success Team Leadership Escalation Management Client Onboarding Cross Functional Collaboration SLA Management

Corporate Retention Associate

Reliance Health

Sep 2022 - Feb 2025 (2 years 5 months)

Coordinated corporate insurance renewals and managed relationships with 112 corporate clients to support renewals and identify upsell opportunities, contributing to high retention metrics.

Account Management Renewals Client Retention Upselling CRM Stakeholder Management Collaboration

Program Officer (Project-Based)

Oyo State Ministry of Health

Jan 2022 - Aug 2022 (7 months)

Coordinated community outreach and stakeholder engagement for public health programs, facilitated trainings to increase intervention adoption, and managed project reporting and documentation.

Program Coordination Stakeholder Engagement Training Facilitation Documentation Public Health Outreach Project Management

Sales Representative

Ebocine Pharmaceutical Stores

May 2019 - Apr 2021 (1 year 11 months)

Provided personalized product recommendations and built customer relationships to drive repeat purchases while supporting daily store operations including inventory monitoring and transactions.

Sales Customer Relationship Management Product Recommendations Transaction Processing Retail Operations