Kiama Ibe

Onboarded and managed 347+ SMB customers through full lifecycle, redesigned community course delivery to increase learner engagement 18% and created self-serve onboarding that accelerated time-to-value.

Improved customer service solutions, including call scripts, customer journeys, and IVR systems based on user research, leading to a 75% increase in the call service rate. Championed the redesign of the customer journey, resulting in a 20% reduction in customer complaints and an improved customer vetting process. Conducted hiring needs to address various language gaps to better support ground-leve

Led end-to-end customer research and usability testing for an MVP, enabling users to complete core tasks 30% faster and built onboarding flows that improved early user retention.

Led a 25+ Customer Success team serving 90,000+ users, improving CSAT by 20% and reducing churn by 20% through lifecycle management, forecasting, and targeted engagement interventions.

Built, nurtured, and led a dynamic, high-performing team of 25 customer support managers. This team served as the first point of contact for an expansive customer base of 90,000 unique customers, providing them with solutions and assistance. Strategically negotiated pricing and fees, which effectively decreased overtime costs by 10%. This was achieved while also ensuring the continuity and constan

Built Customer Success operations, reduced support tickets 22% via service redesign and self-service, and improved answer rates through workforce planning to support retention and NRR growth.

Efficiently handled complaints, provided appropriate solutions and alternatives within the time limits, and followed up to ensure resolution. Account creation; vetted and created customer accounts by recording customer account information. Drove operational improvements which resulted in customer retention and improved profit margins. Identified control gaps in processes, procedures, and systems t

Managed all changes in over 250 employee records such as changes in employee status as a result of the promotion, changes in job title, staff confirmation, and changes in benefits, etc. Generated bar codes and employment numbers for 250 staff. Single-handedly coordinated and organized staff development sessions (SDS). Published the first edition of Synlab Splash, a monthly in-house magazine.

Completed a Bachelor of Science in Economics with coursework covering economic theory and quantitative analysis.