Open to opportunities

Rahmat Alaka

@rahmatalaka

Message

I improve customer retention, onboarding, and support operations across the full customer lifecycle.

Nigeria

Message

What I'm looking for

I'm looking for customer success or customer experience work where I can improve onboarding, retention, support operations, and product adoption while partnering closely with Product and Operations teams.

At PayOnDelivery Limited, I lead customer success across phone, email, and social media, helping customers realize product value faster and stay engaged.

I've improved first-90-day retention by 28%, reduced churn by 35%, and cut response and resolution times from 24 hours to under six hours. I also launched a customer feedback loop with Product and Operations that drove three product and process improvements and reduced complaints.

Previously, at Mizala Limited, Dreamworks Integrated Systems, and PropertyPro NG, I supported customer accounts, strengthened engagement, resolved enquiries, and worked with Growth, Marketing, Accounts, Logistics, and Operations teams to deliver smoother customer experiences.

I enjoy building strong customer relationships, improving onboarding and support processes, and turning customer feedback into practical improvements that help customers and internal teams succeed.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

PayOnDelivery Limited

Jan 2024 - Present (2 years 8 months)

Lead the customer success function, managing the full customer lifecycle across Phone, Email, and Social Media channels. Improved customer retention by 28% and reduced churn by 35% through proactive engagement and feedback analysis.

Customer Success Customer Retention Onboarding Customer Relationship Management CX Operations Problem Solving Stakeholder Management HubSpot Freshdesk Notion Asana Airtable Google Workspace

Customer Support Specialist

Mizala Limited

Jan 2022 - Aug 2023 (1 year 7 months)

Supported customers through Email, Calls, WhatsApp, and CRM tools, managing accounts and identifying upsell opportunities. Collaborated with Growth team to achieve sales targets while maintaining high customer satisfaction.

Customer Support Customer Relationship Management CRM Problem Solving Cross Selling Upselling Collaboration

E-Commerce Support Executive

Dreamworks Integrated Systems

Jan 2021 - Dec 2021 (11 months)

Supported customers through calls, email, and social media, resolving enquiries and providing after-sales support. Prepared quotes, invoices, and sales documents, and assisted with performance reports.

Customer Support Problem Solving Sales Documents Reporting

Customer Success Associate

PropertyPro NG

Jan 2019 - Dec 2020 (1 year 11 months)

Acted as direct contact for customers, assisting with enquiries, complaints, subscriptions, and product usage support. Built and maintained customer relationships, contributing to improved satisfaction and repeat subscriptions.

Customer Success Customer Support Customer Relationship Management Problem Solving

Sales Executive

Chapel Hill Denham

Jan 2017 - Sep 2018 (1 year 8 months)

Managed customer relationships and introduced financial products to new and existing customers. Advised customers on suitable products and supported them throughout their purchase journey.

Sales Customer Relationship Management Financial Products Advisory

Basic Science Teacher

Okutadudu High School

Jan 2016 - Dec 2016 (11 months)

Taught Basic Science, graded assessments, and organized extra learning sessions for students. Volunteered to educate students and locals on drug use awareness and sex education.

Teaching Assessments Volunteering