Nwokeorah Ejikeme
@nwokeorahejikeme
Customer Success Associate at Digital Witch, improving onboarding and resolving platform issues for client accounts.
NigeriaWhat I'm looking for
At Digital Witch, I support client accounts as a first point of contact for system issues, resolving requests within SLA while maintaining a 90%+ CSAT score.
I manage onboarding and system orientation for new clients, creating training materials and setup plans that reduced estimated time-to-value by 25%. I also use HubSpot CRM to track account health and flag accounts that may need intervention.
I investigate recurring platform issues affecting data visibility and reporting, coordinating with product and technical teams on resolution. I analyse usage data and feedback, then share findings with senior leadership in monthly reports.
Previously, at AZ Construction Limited, I provided first-line support across phone, email, and live chat, resolving 95%+ of tickets within SLA targets. I also co-developed support SOPs that reduced onboarding time for new support staff by two weeks.
Experience
Work history, roles, and key accomplishments
Customer Success Associate
Digital Witch
Jan 2023 - Present (3 years 9 months)
Serve as first point of contact and primary system-support resource for 30+ client accounts, resolving issues within SLA and maintaining 90%+ CSAT. Own end-to-end onboarding and system orientation, reducing time-to-value by an estimated 25%.
Customer Support Specialist
AZ Construction Limited
Feb 2019 - Dec 2022 (3 years 10 months)
Provided first-line support for high-volume inbound inquiries via phone, email, and live chat, resolving 95%+ of tickets within SLA targets. Maintained accurate CRM records and co-developed support SOPs, reducing onboarding time for new staff by two weeks.
Education
Degrees, certifications, and relevant coursework
Alex Ekwueme Federal University Ndufu-Alike Ikwo (AE-FUNAI)
B.Eng., Mechanical Engineering
2016 - 2022
Pursued a Bachelor of Engineering in Mechanical Engineering from 2016 to 2022.
Imo State Polytechnic
National Diploma, Mechanical Engineering
2013 - 2015
Completed a National Diploma in Mechanical Engineering from 2013 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
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