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KIKIETH UserKU
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KIKIETH User

@kikiethuser

Senior Customer Success leader driving retention, revenue expansion, and scalable support operations.

Nigeria
Message

What I'm looking for

I seek a senior customer-success role where I can scale support operations, reduce churn, drive expansion revenue, and apply data-driven and compliance-focused processes in a collaborative company culture.

I am a Senior Customer Success professional with 8+ years of experience across SaaS, fintech, and business services, focused on turning high-pressure situations into loyalty-building outcomes. I specialize in customer lifecycle management, crisis de-escalation, and revenue expansion.

I've prevented N20M+ in churn losses and generated N5M+ in expansion revenue while maintaining a 98% average satisfaction rate and 92% first-contact resolution. I scale support operations effectively, growing daily interactions from 50 to 500+ without sacrificing quality.

Operationally, I design SOPs, QA frameworks, and workflow automations that reduced response-time variance by 80% and delivered 90% response-time improvements. I lead teams, having built and coached a 12-person support organization and improved team performance scores by 60%.

I bring strong technical proficiency with Salesforce, HubSpot, Zendesk, Intercom, Power BI, Tableau and blockchain/payment systems, combined with hands-on regulatory compliance experience (KYC/AML) and business formation processes to drive measurable business impact.

Experience

Work history, roles, and key accomplishments

VC

Customer Experience Specialist

VACC Vera Alex Crypto Company

Feb 2019 - Sep 2020 (1 year 7 months)

Managed 1,500+ weekly support cases with 95% satisfaction and 92% first-contact resolution; led KYC compliance for 2,000+ users across 15 countries and guided crisis communications during market volatility.

ML

Customer Relations Manager

Melvich Moore Limited

Aug 2018 - Sep 2019 (1 year 1 month)

Prevented $400K potential churn and drove a 40% increase in customer lifetime value, generating N12M+ incremental revenue through CRM-driven segmentation and targeted onboarding.

Education

Degrees, certifications, and relevant coursework

Rome Business School logoRS

Rome Business School

Master of Science, Business Management

Pursuing a Master of Science in Business Management with coursework focused on management, strategy, and business operations.

Obafemi Awolowo University logoOU

Obafemi Awolowo University

Bachelor of Science, Business Administration

Grade: Magna Cum Laude

Completed a Bachelor of Science in Business Administration, graduating with Magna Cum Laude honors.

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