tochukwu udemezue
@tochukwuudemezue
Customer Success and Customer Experience specialist driving retention through data-led service improvements.
NigeriaWhat I'm looking for
I’m a customer experience and customer success professional focused on maximizing client retention and satisfaction. I monitor service delivery, identify critical gaps, and implement targeted improvements across the customer lifecycle—acting as the voice of the customer to influence product refinement and better marketing strategies.
In my roles, I’ve tracked key metrics like CSAT and response time to drive data-driven decision-making and optimize team performance. I also deliver resolution-focused support across phone, email, and digital platforms, prepare performance reports for senior management, and collaborate cross-functionally to solve complex issues quickly and effectively.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
Sling Solutions
Feb 2022 - Present (4 years 5 months)
Managed the end-to-end customer lifecycle, supporting onboarding and ongoing service to maximize client retention. Monitored customer interactions and KPIs (including response time and CSAT) to identify gaps, implement process improvements, and report performance to senior management.
Technical Support Advocate
Tek Experts
Jul 2020 - Jan 2022 (1 year 6 months)
Served as the primary technical contact, resolving complex customer issues via chat and phone while managing a high-volume caseload. Improved CSAT from 72% to 96% by focusing on rapid, effective issue resolution and partnering with escalation managers for specialized support.
Customer Advocate (NYSC)
Lorex West Africa
Jul 2018 - Jun 2019 (11 months)
Managed operational processes for customer work order files, reducing missed deliveries and delivery delays. Drove customer follow-ups to exceed sales volume targets and handled the full returns and exchange lifecycle, including receiving, inspection, and daily reporting to management.
Education
Degrees, certifications, and relevant coursework
Regent University College of Science & Technology
Bachelor of Engineering, Telecommunication Engineering
2017 -
BEng in Telecommunication Engineering at Regent University College of Science & Technology in Accra, Ghana, starting in 2017.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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