Shaiel Chidinma Azubuike
@shaielchidinmaazubui
Customer Success Manager driving retention, CSAT, and scalable support operations remotely.
NigeriaWhat I'm looking for
I am a results-oriented Customer Success and Support professional with over four years of experience managing high-volume ticket environments and maintaining a 95% average CSAT. I specialize in relationship management, churn reduction, user onboarding and translating customer feedback into product improvements.
I have a proven track record of scaling support operations and mentoring remote teams, having onboarded and trained multiple support specialists and managed teams of 20+. I improved satisfaction ratings, reduced ticket resolution times, and implemented process improvements that increased efficiency.
I am highly proficient with Zendesk, HubSpot, Notion, Slack and Google Workspace, and I thrive in 100% remote, asynchronous workflows across EST, GMT and CET. I seek roles where I can apply data-driven support strategies, optimize customer journeys, and contribute to product and operational improvements.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Cosy Apartments
Jan 2022 - Jan 2024 (2 years)
Managed 80+ daily client interactions via live chat and email, maintaining a 95% CSAT and reducing average ticket resolution time by 20% through standardized templates and CRM workflow optimizations.
Customer Support Manager
Smiles Place
Jan 2019 - Jan 2022 (3 years)
Led guest communication and operations for a 20+ team, improving satisfaction ratings by 30% and streamlining records and scheduling to cut data retrieval time by 15%.
Education
Degrees, certifications, and relevant coursework
Titi Trinity College
High School Diploma, General Secondary Education
Completed High School Diploma at Titi Trinity College in Nigeria.
Captain Elechi Polytechnic
Ordinary National Diploma, Business Administration
Completed an Ordinary National Diploma in Business Administration.
Coursera / Google
Professional Certificate, Project Management
Completed the Google Project Management Professional Certificate via Coursera.
COCoursera
Course Certificate, Customer Service
Completed a Customer Service Fundamentals course on Coursera.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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