Open to opportunities

Grace Nnabugwu

@gracennabugwu

I am a Customer Success Specialist improving merchant onboarding, activation, and retention through empathetic support and process optimization.

Nigeria

Message

What I'm looking for

I seek a remote Customer Success role focused on merchant onboarding, activation, and retention, within collaborative teams that value process improvement and measurable impact.

I am a Customer Success Specialist with extensive remote support experience, focused on onboarding, activation, and merchant success across fintech and e-commerce platforms.

I improved the onboarding process for South African merchants, reducing dropouts by 30% and helping boost regional presence, and I successfully onboarded and activated 95% of merchants within 30 days.

I have a strong track record in high-volume support—resolving 200+ queries daily—and I achieved a 95% customer satisfaction score by creating clear guidance, knowledge base articles, and cross-functional feedback loops.

I work well in distributed teams, leverage CRM and collaboration tools to streamline processes, and hold certifications in customer service, sales effectiveness, marketing, and beginner UI/UX.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Caret HQ

Jan 2023 - Present (3 years 5 months)

Improved onboarding for South African merchants, reducing dropouts by 30% and boosting regional presence. Maintained Zendesk records, ensured KYC compliance, and achieved 95% merchant activation within 30 days.

Zendesk Intercom Jira Google Workspace Airtable Slack Notion Onboarding

Customer Support

Caret HQ

Jun 2022 - Dec 2022 (6 months)

Resolved 200+ customer queries daily, exceeding performance targets by 30%. Contributed to a 25% improvement in customer retention through enhanced response strategies and product knowledge.

WooCommerce Zendesk Live Chat Troubleshooting Customer Retention Product Knowledge Multichannel Support

Customer Support

Moniepoint Inc

Jan 2021 - Jun 2022 (1 year 5 months)

Delivered email, live chat, and video support, achieving a 95% customer satisfaction score. Identified customer pain points and partnered with product teams to test features and troubleshoot bugs.

Email Support Live Chat Technical Troubleshooting Customer Feedback Knowledge Base Cross Functional Collaboration Product Testing

Customer Support

MBA Trading and Capital Investment Limited

Jul 2019 - Dec 2020 (1 year 5 months)

Provided multi-channel support via phone, email, and social media, proactively identifying customer needs and recommending tailored solutions. Focused on efficient issue resolution and cross-selling to improve product utilization.

Phone Support Social Media Support Email Support Cross Selling Problem Solving