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Eze Samuel

@ezesamuel

Customer Support specialist driving retention and onboarding excellence.

Nigeria
Message

What I'm looking for

I seek a remote role where I can improve onboarding and retention, use CRM systems, collaborate with cross-functional teams, and grow into expanded customer-success leadership responsibilities.

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

CS

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%.

Education

Degrees, certifications, and relevant coursework

MU

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

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Eze Samuel - Freelance Customer Support - Upwork & Direct Clients | Himalayas