Grace Nnabugwu
@gracennabugwu
I am a Customer Success Specialist improving merchant onboarding, activation, and retention through empathetic support and process optimization.
NigeriaWhat I'm looking for
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
Customer Success Specialist
Caret HQ
Jan 2023 - Present (2 years 7 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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
FNFederal Polytechnic, Nekede
Higher National Diploma, Cooperative Economics
2021 - 2022
Completed Higher National Diploma in Cooperative Economics at Federal Polytechnic, Nekede, Owerri from January 2021 to June 2022.
GAGreat Learning Academy
Certificate, Customer Service, Sales Effectiveness, Marketing, UI/UX
Completed certificates in Customer Service, Sales Effectiveness, Marketing, and introductory UI/UX from Great Learning Academy.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Interested in hiring Grace?
You can contact Grace and 90k+ other talented remote workers on Himalayas.
Message GraceFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
