Tochukwu Akagha
@tochukwuakagha
Customer success leader driving measurable improvements in multi-channel support and revenue.
NigeriaWhat I'm looking for
I am a results-driven Customer Service Specialist with over seven years delivering tech-enabled support across international markets. I scale support operations, implement process optimizations, and lead remote teams to exceed performance targets.
In my current role as Customer Success Manager I doubled customer satisfaction scores, cut repeat tickets by 65%, reduced resolution time from 48 to 12 hours, and generated $1.2M in additional revenue through upselling. I designed onboarding programs, revamped the knowledge base to reduce handling time by 40%, and managed a 15-agent support team with high accuracy and engagement.
I bring strong technical proficiency with leading support platforms, project-management tools, and social media management systems, plus certifications in customer service and remote work. I am collaborative, metrics-focused, and committed to continuous process improvement that enhances customer experience and business outcomes.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Natural Health Resources
May 2020 - Present (5 years 4 months)
Transformed support operations, doubling customer satisfaction and reducing average resolution time from 48 to 12 hours while generating $1.2M in additional revenue through upselling and onboarding programs.
Customer Support Specialist
Kirkendall Dwyer LLP
Jan 2019 - May 2020 (1 year 4 months)
Implemented first-call resolution strategies achieving a 92% single-contact resolution rate and improved troubleshooting protocols that increased customer satisfaction by 27%.
Inbound Center Agent
Getfit
Jan 2018 - Jan 2019 (1 year)
Resolved complex billing disputes with 94% satisfaction and converted 38% of daily sales leads into active customers through consultative communication techniques.
Education
Degrees, certifications, and relevant coursework
IUImo State University
Bachelor of Arts, Communication Studies
Completed a Bachelor of Arts in Communication Studies with coursework focused on communication theory and practical media skills.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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