Open to opportunities

Chijindu Egwuatu-Elem

@chijinduegwuatu-elem

Message

I lead customer success and operations, improving experience and efficiency through data-driven excellence.

United States

Message

What I'm looking for

I’m looking to lead customer success and operations for global organizations—driving onboarding, adoption, quality, and process improvement, partnering cross-functionally, and using KPI dashboards to deliver measurable customer satisfaction and retention.

I’m a Customer Success and Operations professional with over six years of experience building long-term client relationships, improving customer experiences, and driving operational excellence within fast-paced B2B environments. I lead onboarding and adoption initiatives, manage customer portfolios, and align teams around measurable outcomes.

I’m known for quality-focused execution and continuous improvement. I evaluate 300+ customer interactions monthly to identify trends, strengthen compliance, and recommend improvements that improve customer satisfaction and retention, while building KPI dashboards to support data-driven decisions.

From the ground up, I built a Training & Development function that standardized onboarding programs, training frameworks, performance scorecards, and reporting systems. I managed and developed a high-performing team of 40–50 professionals, helped reduce onboarding time by 40% (five to three days), and improved workforce readiness and operational consistency.

In leadership roles, I deliver results through coaching, operational discipline, and scalable processes. I’ve improved operational efficiency by 20% and increased service quality by 15–25%, and I’ve helped drive exceptional performance by outperforming peers by approximately $100,000 through effective KPI management and customer-first service delivery.

Experience

Work history, roles, and key accomplishments

Current

Lead Customer Success & Quality Analyst

Current

AG Marketing

Feb 2025 - Present (1 year 5 months)

Managed customer experience initiatives across multiple service channels, improving operational efficiency by 20% and increasing service quality by 15–25%. Evaluated 300+ customer interactions monthly to identify trends and supported onboarding, KPI reporting, and quality frameworks.

Customer Success Quality Assurance Customer Experience KPI Management Customer Onboarding Coaching SOP Development Salesforce Freshdesk Jira Service Desk Help Scout SurveyMonkey Asana Google Analytics Tableau

Customer Service & Operations Manager

Specialty Life Insurance

Jan 2023 - Feb 2025 (2 years 1 month)

Supported customer onboarding and ensured operational readiness while resolving customer issues to maintain strong satisfaction. Improved operational performance by over 25% through workflow optimization and developed performance reports and trend analyses to drive continuous service improvement.

Customer Onboarding Customer Service Operations Management Workflow Optimization performance reporting Trend Analysis Quality Standards Stakeholder Management Customer Satisfaction Coaching

Training Manager

Specialty Life Insurance

Feb 2022 - Jan 2023 (11 months)

Established the Training & Development function from the ground up, creating onboarding frameworks, training programs, performance scorecards, and reporting systems. Trained and onboarded 500+ customer service and sales representatives, reducing onboarding time by 40% while improving coaching and productivity.

Training and Development Onboarding Coaching Reporting Systems Customer Service Training Sales Training

Qualifier Team Lead

Specialty Life Insurance

Aug 2021 - Feb 2022 (6 months)

Managed and coached a team of 40–50 employees, building a high-performance culture focused on accountability, collaboration, and continuous improvement. Led the highest revenue-generating team, achieved 98% customer satisfaction, and optimized workflows and performance monitoring processes to exceed organizational KPIs.