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Etieno Ekanem

@etienoekanem

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Customer Success & Operations Specialist | CRM & Travel Management | Remote & Global Opportunities

Nigeria

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What I'm looking for

I am looking for a role that values customer engagement and offers growth opportunities.

I am a Customer Success & Operations Specialist with over six years of experience in customer relationship management, travel coordination, and operational efficiency. Throughout my career, I have worked extensively with high-net-worth individuals (HNIs), enterprise clients, and remote teams, ensuring seamless customer experiences and optimizing support processes.

Career Highlights & Achievements:

- Customer Success & Retention: Led initiatives that increased customer retention by 25% and improved satisfaction scores by 18%.

- CRM & Tech Expertise: Proficient in Salesforce, Zendesk, HubSpot, and ticketing systems, reducing resolution times by 35%.

- Travel & Event Coordination: Managed corporate travel logistics, vendor relations, and accommodation planning for business events.

- Process Optimization & Efficiency: Implemented AI-driven automation to streamline workflows, cutting response times by 50%.

- Team Leadership & Training: Led customer support teams, designed onboarding programs, and improved operational efficiency.

Interests & Passion:

I am passionate about technology, travel logistics, and customer experience innovation. I enjoy working in fast-paced, international environments and thrive in remote and cross-functional teams. My interests also include process automation, data-driven decision-making, and stakeholder engagement.

I am eager to leverage my customer success, travel operations, and CRM expertise to contribute to a forward-thinking, global company.

Experience

Work history, roles, and key accomplishments

Current

Head, Customer Success

Current

Salt

Jan 2023 - Jan 2025 (2 years)

Managed a portfolio of high-net-worth individuals and enterprise clients, increasing retention by 25% through proactive engagement strategies. Led a remote customer support team, improving response time by 30% and resolution rates by 20%. Designed a customer feedback system that boosted NPS by 22%.

Customer Success Management Team Leadership Data Driven Decision Making NPS Cross Functional Collaboration

Customer Support Manager

Egatee Nigeria Limited

Jan 2021 - Nov 2022 (1 year 10 months)

Supervised a global customer support team, delivering 24/7 support and reducing response times by 50%. Integrated AI-powered ticketing solutions, automating 40% of inquiries and improving efficiency. Led retention initiatives that increased customer loyalty by 20%.

Customer Retention Customer Education Escalation Management Response Time Reduction

Customer Relationship Manager

AXA Mansard

Jul 2018 - Oct 2020 (2 years 3 months)

Spearheaded customer success strategies, driving 30% growth in policy renewals from high-net-worth individuals. Designed a customer loyalty program that increased engagement and referrals by 15%. Implemented a structured feedback loop to enhance client experience.

Customer Success Renewals Loyalty Programs Client Experience Strategic Planning Relationship Management

Administrative Manager / Customer Success Manager

Libistores Online Limited

Apr 2016 - Mar 2018 (1 year 11 months)

Established a customer success framework that improved efficiency and increased client satisfaction scores by 22%. Handled customer escalations and developed training programs, leading to a 30% improvement in service quality.

Customer Escalation Efficiency Improvement Remote Team Management Customer Support Process Optimization Client Relationship Management

Quotation Specialist & Client Success

Turbo Express Logistics

Jan 2014 - Jan 2016 (2 years)

Managed end-to-end customer support operations, improving satisfaction by 40%. Negotiated and closed contracts with high-net-worth individuals and corporate clients, ensuring premium service delivery.