Open to opportunities

Esther Madu

@esthermadu

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Customer Success specialist driving retention and satisfaction through empathetic, data-informed support.

Nigeria

Message

What I'm looking for

I seek a role where I can drive customer retention and satisfaction, collaborate cross-functionally, and use data to improve processes while growing into leadership.

I am a customer success professional with 3+ years of experience creating seamless customer journeys, reducing churn, and improving satisfaction. Leveraging a background in nursing, I combine empathy, strong communication, and attention to detail to resolve complex issues and tailor onboarding for B2B clients.

I have a track record of measurable impact—reducing churn by 20% and increasing satisfaction by 90%—and hands-on experience with CRM platforms, multichannel support, and process improvement. I collaborate across teams to implement solutions that strengthen loyalty and retention.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Gynescope Specialist Hospital

Mar 2024 - Sep 2025 (1 year 6 months)

Managed a portfolio of B2B clients, led tailored onboarding and cross‑department issue resolution, reducing churn by 20% and improving customer satisfaction by 90% through process optimization.

& Customer Success Onboarding Zendesk Escalation Management Process Improvement Cross Functional Collaboration

Customer Support Representative

BMpro Studios

Jan 2023 - Dec 2023 (11 months)

Provided first-line multichannel support across time zones, maintained a 95% customer satisfaction rating, and helped create a Help Center that reduced complaints by 30%.