Eze Samuel
@ezesamuel
Customer Support specialist driving retention and onboarding excellence.
What I'm looking for
I am a Customer Support and Success Specialist with over four years of experience resolving complex client queries, optimizing onboarding, and improving retention across remote and SaaS environments. I consistently drive measurable results—achieving high first-contact resolution rates and notable CSAT improvements.
In recent roles I revamped onboarding processes and implemented automation that reduced completion time by a third while increasing CSAT by 22%. I have supported hundreds of clients, coordinated scheduling and billing, produced actionable reports and presentations, and improved stakeholder engagement and website traffic through targeted retention strategies.
I am skilled with Salesforce, Zendesk, HubSpot, Trello, Asana, Slack, Teams, Zoom and Xero, and hold certifications including PMP and Microsoft Office Professional. I bring disciplined process improvement, strong communication, and a customer-first ethos to remote teams seeking scalable support and lasting client relationships.
Experience
Work history, roles, and key accomplishments
Freelance Customer Support
Upwork & Direct Clients
Mar 2023 - Present (2 years 7 months)
Supported international clients with customer communications and ticket resolution in SaaS environments, managing 100+ weekly tasks and achieving 98% client satisfaction while maintaining error-free billing.
Customer Support Specialist
Street Priests Incorporated
Dec 2022 - Feb 2024 (1 year 2 months)
Resolved 45+ client issues monthly, achieving an 85% first-contact resolution rate and boosting retention by 25% in four months; revamped onboarding with automation to reduce completion time by 33% and increase CSAT by 22%.
Office Manager
Corona Management Systems
Jun 2022 - Feb 2023 (8 months)
Managed 10+ concurrent client-facing projects with 100% on-time delivery and improved client retention by 15%; introduced record-keeping systems that reduced retrieval time by 20%.
Executive Virtual Assistant
Gozril Nigeria Limited
Sep 2020 - Apr 2022 (1 year 7 months)
Managed executive schedules, customer communications, and travel logistics; coordinated 50+ annual travel itineraries, cutting costs by 20% and improving satisfaction through streamlined document management.
Education
Degrees, certifications, and relevant coursework
Madonna University
Bachelor of Pharmacy, Pharmacy
2014 - 2019
Completed a Bachelor of Pharmacy (BPharm) program at Madonna University from September 2014 to November 2019.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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