Open to opportunities

Maurice Archibong

@mauricearchibong

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Customer Success and Support professional improving onboarding, reducing churn, and delivering 95–98% satisfaction.

Nigeria

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What I'm looking for

I’m looking for a role where I can use empathetic, structured CRM-driven support to improve onboarding, reduce churn, and raise customer satisfaction—while optimizing workflows and collaborating remotely across teams to support retention and qualified growth.

I’m a Customer Support and Customer Success professional with 4+ years of experience supporting global users across SaaS, Real Estate, Education, AI/IT, and E-commerce. I bring an empathetic communication style, structured processes, and CRM-driven support to reduce churn and improve onboarding outcomes.

At Nova Cloud Apps, I supported 650,000+ active users through live chat and ticketing systems, resolving issues 35% faster than baseline SLAs. I maintained a 98% customer satisfaction score, built a self-service knowledge base that cut repeat inquiries by 5%, and trained new team members—reducing onboarding time by 10%.

I also partner cross-functionally, converting 15% of inbound inquiries into qualified leads and designing follow-up and retention workflows that improved client retention by 22%. In my current OPKLINO Nigeria Ltd contract role, I deliver multi-channel support across email, chat, and social platforms while maintaining CRM updates and customer follow-ups to support retention and sales efforts.

Experience

Work history, roles, and key accomplishments

Virtual Assistant / Social Media Manager

Opklino Nigeria Ltd

Nov 2023 - May 2026 (2 years 6 months)

Provided multi-channel customer support across email, chat, and social platforms to maintain consistent service quality and strengthen brand responsiveness. Managed CRM updates and follow-ups to support retention and sales efforts, while handling social media engagement and customer inquiries.

Customer Success Representative

Nova Cloud Apps

Jan 2022 - Oct 2023 (1 year 9 months)

Supported 650,000+ active users via live chat and ticketing systems, resolving issues faster than baseline SLAs. Improved onboarding and retention through a self-service knowledge base, training/onboarding of new team members, and follow-up workflows.