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Shedrack Mezuma

@shedrackmezuma

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I build lasting B2B client relationships through CRM workflows, proactive support, and complaint resolution.

Nigeria

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What I'm looking for

I'm looking to apply my customer service, CRM, and B2B account-management experience to improve client retention, streamline support workflows, and resolve escalations proactively.

I've strengthened customer retention and client satisfaction across Digital Witch Nigeria, Otimac Richardson Investment Ltd., Turbo Machineries Nigeria Limited, Future Concerns Nigeria Limited, and Soft Links Systems Limited. At Digital Witch Nigeria, I redesigned CRM follow-up workflows to accelerate student onboarding and inquiry responsiveness by 45%, contributing to the organization's highest student retention.

I've managed corporate accounts, renewals, service proposals, escalations, order cycles, and end-to-end service delivery. My consultative support and structured resolution approaches have increased client satisfaction and account continuity by 30%, improved inquiry-to-onboarding rates by 40%, and supported long-term relationships with 15+ corporate partners.

Experience

Work history, roles, and key accomplishments

Current

Sales & Customer Relation

Current

Digital Witch Nigeria

Jan 2024 - Present (2 years 9 months)

Accelerated student onboarding and inquiry responsiveness by 45% within 12 months by redesigning CRM follow-up workflows. Boosted client satisfaction and account continuity by 30% through a consultative support approach.

CRM Customer Relationship Management Customer Retention Process Improvement Consultative Selling team training Service Level Agreements

Corporate Sales / Customer Service Manager

Otimac Richardson Investment Ltd.

Aug 2017 - Nov 2024 (7 years 3 months)

Resolved critical client escalations and reduced repeat complaints by applying a structured, root-cause resolution framework. Streamlined client inquiry turnaround times and elevated satisfaction by delivering prompt, accurate service quotes.

Customer Service Escalation Management Root Cause Analysis Customer Retention Account Management Order Fulfilment Logistics Coordination Communication Skills

Sales / Customer Care Manager

Turbo Machineries Nigeria Limited

Jan 2016 - Jul 2017 (1 year 6 months)

Expanded client access and account reliability for underserved market segments, driving an 18% increase in repeat client business. Improved new client onboarding and communication response times by establishing a structured intake process.

Customer Service Client Onboarding Cross functional Coordination Operational Compliance service reliability Communication Skills

Lead Sales Associate

Future Concerns Nigeria Limited

Nov 2009 - Dec 2015 (6 years 1 month)

Strengthened client retention and key account satisfaction by establishing a structured account management framework, driving a 25% increase in account value within 12 months. Accelerated regional service delivery and contract onboarding by deploying real-time field support.

Account Management Customer Retention Field Support Database Management Cross Functional Collaboration Service Delivery

Sales Supervisor

Soft Links Systems Limited

Jan 2007 - Oct 2009 (2 years 9 months)

Eliminated transaction errors and payment discrepancies by implementing daily reconciliation protocols and cashier accountability checks. Enhanced overall service reliability and reduced operational delays by auditing workflows and staff procedures.

Sales Supervision Reconciliations Process Auditing Corporate Trainer Customer Satisfaction Operational Efficiency

Education

Degrees, certifications, and relevant coursework

UniAthena

Diploma, CRM Strategies & Applications

Diploma in CRM Strategies & Applications focusing on HubSpot and Zendesk workflows, completed in June 2026.

Professional Technical Training

Training, Cloud Computing Security & Systems

Cloud Computing Security & Systems Training completed in July 2025.

Professional Technical Training

Advanced Certification, IT Support Services

Advanced IT Support Services Certification completed in February 2025.

African Leadership University

Certificate, Virtual Assistance & CRM Management

Training in Virtual Assistance and CRM Management, completed in July 2022.

Professional Technical Training

Certification, IT Support Services

IT Support Services Certification completed in June 2022.

University of Calabar

Bachelor of Arts, Modern Languages & Literature

2000 - 2004

Bachelor's degree in Modern Languages & Literature (French) from the University of Calabar, leveraged for bilingual client support and cross-cultural communication.