Open to opportunities

Ubokobong Emmanuel

@ubokobongemmanuel

Message

Results-driven Customer Success Expert with a focus on client satisfaction.

Nigeria

Message

What I'm looking for

I am seeking a role that values customer-centric approaches, offers opportunities for professional growth, and fosters a collaborative team environment.

I am a results-driven Customer Success Expert with over 5 years of experience in building strong client relationships and enhancing customer satisfaction. My career has been marked by a proven ability to resolve complex inquiries and manage high-volume interactions, consistently exceeding service expectations. I thrive in fully remote environments and am proficient in various customer support tools, multilingual communication, and technical troubleshooting.

In my most recent role as a Customer Success Manager at the Standard Institute of Technology, I handled over 120 daily customer inquiries, achieving a remarkable 98% satisfaction rate. I developed personalized solutions for high-value clients, leading to a 35% increase in account renewals. My experience also includes training and mentoring teams, conducting performance analyses, and implementing new processes that significantly improved customer engagement and retention.

With a strong educational background in Biochemistry and certifications in Customer Service Excellence and Digital Marketing, I am well-equipped to contribute to any organization focused on delivering exceptional customer experiences. I am passionate about leveraging data-driven decision-making and cross-functional collaboration to drive success and foster long-term client relationships.

Experience

Work history, roles, and key accomplishments

Current

Administrative Secretary

Current

Nigerian Red Cross Society

Jul 2023 - Present (1 year 11 months)

Assisted in administrative tasks, ensuring efficient operations and communication within the organization. Supported various initiatives aimed at community welfare.

Administrative Support Communication Skills Organizational Skills Team Collaboration Community Engagement Problem Solving Data Management Event Coordination Volunteer Management

Current

Customer Service Officer

Current

Lagos Food Bank

Jul 2022 - Present (2 years 11 months)

Provided customer service support to clients, ensuring effective communication and assistance. Engaged in community outreach and support initiatives to enhance service delivery.

Customer Service Community Outreach Communication Skills Problem Solving Team Collaboration Empathy Active Listening Support

Customer Success Manager

Standard Institute of Technology

Nov 2022 - Nov 2024 (2 years)

Managed over 120 daily customer inquiries through various channels, achieving a 98% satisfaction rate. Developed tailored solutions for high-value clients, resulting in a 35% increase in account renewals and streamlined onboarding processes, reducing time by 20%. Collaborated with service providers to enhance issue resolution.

Customer Relationship Management Google Suite Onboarding Communication Skills Team Collaboration Data Analysis

Customer Support Associate

OneLife Initiative

Feb 2017 - Jan 2020 (2 years 11 months)

Managed over 80 daily support tickets using Salesforce, achieving a 90% customer retention rate. Collaborated with product teams for feedback, launched a live chat feature, and ensured compliance with service level agreements.

Salesforce Customer Retention Live Chat Support Customer Feedback CRM Platforms Communication Skills Data Management Team Collaboration

Senior Customer Support Specialist

Nexus Holdings

Jan 2020 - Aug 2022 (2 years 7 months)

Resolved complex customer issues with a 92% first contact resolution rate. Trained a team of 10 representatives, improving productivity by 25%. Conducted performance analysis leading to a 15% increase in customer satisfaction scores and assisted multilingual clients.

Customer Support Performance Analysis Customer Satisfaction Problem Solving CRM Software Conflict Resolution

Education

Degrees, certifications, and relevant coursework

World Health Organization

Certificate, Epidemiology

2023 - 2023

Completed a course in Tropical Epidemiology, focusing on the study of diseases in tropical regions and their impact on public health.

University of Uyo

Bachelor of Science (Hons), Biochemistry

2019 - 2022

Activities and societies: Served as Student Union President of Medical Sciences.

Completed a Bachelor of Science in Biochemistry with honors. Awarded Most Coordinated Student and served as Student Union President of Medical Sciences, demonstrating leadership and organizational skills.