Open to opportunities

Dianne Obiano

@dianneobiano

I improve B2B customer adoption by uncovering operational friction and turning feedback into practical product improvements.

Ghana

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What I'm looking for

I'm looking for a remote-first customer success or account management role where I can uncover customer friction, improve adoption, collaborate with product and technical teams, and turn customer feedback into practical improvements.

At Nsoroma GPS, I serve as the primary contact for B2B and B2C clients, leading discovery-based onboarding and resolving technical and service friction. I turned recurring customer complaints into support guidance and internal playbooks that cut recurring tickets by 20%+.

I've also improved retention by approximately 40% through personalized service and proactive follow-up at Cy General Enterprises. Across customer success, account management, IT support, and remote administrative work, I translate customer insight into clearer processes, stronger adoption, and growth opportunities.

Experience

Work history, roles, and key accomplishments

Customer Success Manager & IT Support

Nsoroma GPS

Jul 2024 - Jul 2026 (2 years)

Served as primary point of contact for B2B and B2C clients, resolving technical and service friction. Led onboarding conversations to improve adoption and reduced recurring support tickets by 20%+.

Customer Discovery Needs Analysis Cross Functional Collaboration Process Development Objection Handling Microsoft 365 Canva CRM Software

Virtual / Personal Assistant

Anambra State Government

Feb 2023 - Oct 2023 (8 months)

Managed calendars, emails, and documentation for senior officials. Digitized records and workflows, improving accessibility and reducing manual errors.

Calendar Management Email Management Documentation Digitalization Workflow Optimization Report Preparation Confidentiality

Customer Care Representative

Cy General Enterprises

Dec 2021 - Nov 2022 (11 months)

Handled 30+ customer inquiries daily, improving retention by approximately 40% through personalized service and proactive follow-up. Logged interactions using CRM tools and identified upsell opportunities.

Customer Service CRM Software Upselling Retention Problem Solving Active Listening

IT Support Intern

Arravo Global Services

Aug 2021 - Oct 2021 (2 months)

Assisted with software installations, system updates, and hardware upgrades. Provided first-line troubleshooting and monitored system performance.

Installation system updates Upgrades Troubleshooting System Monitoring Documentation

Education

Degrees, certifications, and relevant coursework

Accra Institute of Technology

Bachelor of Science, Information Technology

Bachelor of Science in Information Technology with a focus on Network Systems. Final project on customer churn prediction in telecommunications using machine learning.