DU

Open to opportunities

Daniel Ukwandi

@danielukwandi

Customer Experience & Customer Success specialist using VoC and analytics to boost CSAT, reduce churn, and improve retention.

What I'm looking for

I’m looking to grow in CX/Customer Success where data-driven VoC insights, process improvements, and omnichannel support directly improve CSAT, reduce churn, and strengthen retention and lifetime value.

I’m a Customer Experience (CX) and Customer Success professional with 4+ years of experience delivering high-impact, data-driven support across omnichannel environments (phone, email, chat, and digital platforms).

I improve Customer Satisfaction (CSAT), reduce churn, and enhance customer loyalty (NPS) through efficient issue resolution, customer-centric processes, and proactive engagement strategies. I also focus on reducing customer effort (CES) and optimizing customer journeys.

In my current role at Showmax (MultiChoice Group), I manage 20–30+ daily customer cases, resolve subscription, billing and technical issues, capture Voice of Customer insights, and maintain HubSpot and Clarity CRM records. I coordinate complex issue resolution and support onboarding while identifying opportunities to reduce churn.

Earlier, at DStv/GOtv (MultiChoice Group), I conducted 90+ daily outbound engagements, achieved 10%+ conversion, and supported retention strategies while maintaining CRM records. I also worked as a Quality Assurance Analyst where I evaluated customer interactions, coached agents, analyzed support data, and maintained QA reports.

Experience

Work history, roles, and key accomplishments

SH

Current

Customer Experience Specialist

Current

Showmax

Nov 2023 - Present (2 years 7 months)

Manage 20–30+ daily customer cases across phone, chat, and digital channels, resolving subscription, billing, and technical issues while capturing VoC insights. Maintain HubSpot and Clarity records, coordinate complex issue resolution, and support onboarding and churn-reduction efforts; maintained 70%+ CSAT with ~1-minute initial response and ~3.5-minute resolution.

Customer Success HubSpot Case Management Billing Support SLA Management Customer Onboarding

MG

Customer Engagement Representative

MultiChoice Group

Dec 2022 - Nov 2023 (11 months)

Conduct 90+ daily outbound customer engagements for DStv/GOtv, achieving 10%+ conversion while supporting retention strategies. Maintain CRM records and drive customer loyalty through proactive, customer-centric outreach.

Customer Engagement Outbound Calling Customer Retention CRM Conversion Optimization Customer Loyalty Retention Strategy

AL

Quality Assurance Analyst

African Consumer Care Limited

Jan 2022 - Dec 2022 (11 months)

Evaluate customer interactions, coach agents, and analyze support data to improve service quality. Maintain QA reports and support process improvement across the support team during 2022.

Quality Assurance (QA)Customer Support Evaluation Quality Reporting Process Improvement Compliance Monitoring SLA Management Training Support

Education

Degrees, certifications, and relevant coursework

MA

Michael Okpara University of Agriculture

Bachelor of Science, Industrial Technology Education

2014 - 2019

Earned a B.Sc. in Industrial Technology Education from Michael Okpara University of Agriculture from 2014 to 2019.

Tech stack

Software and tools used professionally

Gmail

HubSpot

Enhance

Jan

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