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Rachel Akwarandu

@rachelakwarandu

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Customer Success & Customer Experience professional using CRM analytics to improve CSAT, retention, and operations.

Nigeria

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What I'm looking for

I’m looking for Customer Success or Customer Experience work where I can optimize CRM workflows, track KPIs with dashboards, and use SQL and Power BI to improve CSAT/NPS through fast, data-driven customer support.

I’m a Customer Success and Customer Experience professional with 6+ years of experience delivering exceptional client outcomes across hospitality, fintech, e-commerce, and edtech. I’m known for improving customer satisfaction, streamlining operations, optimizing CRM workflows, and leveraging data analytics to drive business decisions.

In my recent role as a Customer Liaison Analyst, I supported acquisition of 5 international airline accounts contributing to 50% revenue growth and reduced complaint resolution time by 80% through effective escalation management. I’ve also maintained 98% CSAT at UBA while resolving 120+ customer issues daily, and I manage customer support through tools like Salesforce, Zendesk, HubSpot, Zoho CRM, and Microsoft Power BI—backed by SQL, KPI reporting, dashboard development, and strong customer analytics.

Experience

Work history, roles, and key accomplishments

Current

Customer Liaison Analyst

Current

Newrest

Feb 2023 - Present (3 years 5 months)

Supported acquisition of international airline accounts, contributing to 50% revenue growth. Reduced complaint resolution time by 80% through escalation management and monitored service KPIs to improve customer satisfaction.

Customer Experience Account Acquisition Escalation Management KPI Reporting Service Operations Customer Success

Sales/Customer Support

Lingawa

Nov 2024 - Feb 2026 (1 year 3 months)

Improved lead response time by 95% and reduced qualification delays by 80% while supporting sales operations and customer lifecycle management. Managed CRM records and generated 50+ qualified leads through market research and referral campaigns.

Customer Support CRM Administration Zoho CRM Market Research Sales Operations Customer Lifecycle Management

Customer Experience Expert

UBA

Mar 2021 - Jan 2023 (1 year 10 months)

Maintained 98% CSAT and resolved 120+ customer issues daily. Managed fraud complaint escalations and cross-sold banking products while meeting inbound call targets.

Customer Experience CSAT Fraud Escalations Inbound Calls Cross Selling Customer Retention

Customer Support Specialist

Chopbig

Nov 2020 - Apr 2021 (5 months)

Resolved 70%+ technical issues and created SOPs to standardize support operations. Onboarded new agents and managed multichannel customer support using Zendesk.

Technical Support SOP Development Agent Onboarding Multichannel Support Zendesk

Customer Relations Officer

FC Barcelona Academy

Oct 2019 - Apr 2021 (1 year 6 months)

Improved records accuracy by 30% and prepared management reports to support operational decision-making. Coordinated customer requests to ensure timely handling.

Customer Relations Records Management Management Reporting Customer Request Coordination