Miracle Ebere
@miracleebere
I improve customer retention, service quality, and revenue across B2B and B2C customer portfolios.
NigeriaWhat I'm looking for
At Wakanow.com, I manage a $1.2M+ portfolio serving 300+ business clients and 3,000+ individual customers, improving CSAT to 95%+ and achieving 80%+ renewal and upsell rates.
I've reduced turnaround time by 80%, improved first-contact resolution by 88%, and implemented a Quality Management System that increased service quality by 50% and client retention by 60% within four months. I lead customer onboarding, adoption, escalations, quality assurance, and stakeholder coordination to meet service standards and SLAs.
Earlier, I analysed 1,000+ customer interactions, handled 21,000+ customer enquiries across calls, email, and live chat, and closed ₦20M+ in travel deals. I also recruited and onboarded 20+ employees and helped close ₦70M+ in product sales at Axion Global Engineering.
Experience
Work history, roles, and key accomplishments
Customer Experience & Quality Assurance Lead
Wakanow.com
Feb 2024 - Present (2 years 7 months)
Managed a portfolio of $1.2M+ and led customer experience initiatives, reducing turnaround time by 80% and improving CSAT to 95%+. Implemented a Quality Management System that increased client retention by 60% within 4 months.
Customer Experience & Quality Assurance Specialist
Wakanow.com
Oct 2022 - Feb 2024 (1 year 4 months)
Tracked and analyzed 1,000+ customer interactions to identify process enhancements and developed proactive engagement strategies that maintained CSAT at 95%+. Prepared and presented quality reports to senior leadership for data-driven decision-making.
Customer Service Supervisor
Wakanow.com
Aug 2021 - Oct 2022 (1 year 2 months)
Handled 21,000+ customer interactions via calls, email, and live chat, averaging 14,000 calls per month. Maintained 100% performance ratings in communication, problem-solving, and retention, and served as primary escalation point for operational issues.
Consultant, Travels & Holidays
Wakanow.com
Apr 2021 - Aug 2021 (4 months)
Closed ₦20M+ in travel deals and increased monthly profit margins by 36%. Designed and delivered 40+ customized travel packages aligned with client budgets and preferences.
Human Resource Manager
Axion Global Engineering Ltd
Sep 2020 - Dec 2020 (3 months)
Recruited and onboarded 20+ employees, reducing time-to-fill by 30%. Collaborated with sales to close ₦70M+ in product sales and implemented SOPs that decreased workplace conflicts by 20%.
Education
Degrees, certifications, and relevant coursework
CustomerSuccessU
Certificate, Customer Success
Completed Customer Success Fundamentals certification in 2024.
LinkedIn Learning
Certificate, Customer Experience
Completed Customer Experience (CX) Strategy certification in 2023.
University of California, Irvine
Certificate, Project Management
Completed Initiating and Planning Projects certification via Coursera in 2020.
University of Nigeria, Nsukka
Bachelor of Science, Psychology
Bachelor of Science in Psychology from the University of Nigeria, Nsukka in 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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