Open to opportunities

Udeme Usoro

@udemeusoro

Customer Success Specialist creating calm, trust-based relationships while resolving issues and supporting executives and clients.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can own customer success end-to-end, resolve escalations fast, and support executives with proactive communication and exceptional organization—building long-term client trust and continuously improving service delivery.

I create order where there is complexity and build relationships where trust matters. I support executives behind the scenes and help customers navigate challenges with confidence, keeping operations running smoothly and leaving a positive impression after every interaction.

In Customer Success, I’ve delivered personalized support across high-volume workloads—managing 40+ customer interactions weekly and resolving service escalations promptly. I also helped scale onboarding for 5,000+ clients annually, driving a 95% customer adoption rate, 95% adherence to target turnaround times, and a 15% increase in CSAT, while staying accountable for timely client updates and complaint resolution. Earlier roles strengthened my coordination and service mindset through appointment management for 100+ patients weekly and executive support for complex calendars, emails, travel, and stakeholder communication—capturing the Voice of the Customer to improve service.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Mixta Africa

Aug 2025 - Mar 2026 (7 months)

Managed 40+ customer interactions weekly to deliver personalized support and exceptional client experiences. Built customer relationships, resolved inquiries and service escalations, and collaborated with internal teams to ensure consistent service delivery.

Customer Success Management Client Relationship Management Customer Support Customer Escalation Customer Retention Cross Functional Collaboration Customer Satisfaction

Virtual Assistant / CS Specialist

Risk Control Services Nigeria

May 2023 - May 2025 (2 years)

Onboarded 5,000+ clients annually onto the company portal with step-by-step guidance and training. Handled client complaints within 24 hours, resolved issues within three working days, and maintained turnaround-time adherence through timely request updates.

Customer Onboarding Complaint Resolution Service Turnaround Time Customer Retention Customer Training

Customer Success & Medical Support

Duchess International Hospital

Mar 2020 - Apr 2023 (3 years 1 month)

Coordinated appointment scheduling, rescheduling, confirmations, and reminders for 100+ patients weekly. Managed daily inbound and outbound patient calls, documented patient requests and complaints, verified demographics and insurance information, and supported care coordination with physicians and clinical staff.

Appointment Scheduling Patient Communication Call Handling Customer Service Care Coordination

Executive Virtual Assistant

Didy's Confectionery

Oct 2016 - Jan 2019 (2 years 3 months)

Managed complex calendars and emails, scheduled meetings, and coordinated appointments and travel for executives. Prepared meeting materials and captured Voice of the Customer (VoC) to support service improvement while coordinating communication across executives, clients, stakeholders, and internal teams.

Executive Administrative Support Calendar Management Email Management Meeting Coordination Travel Coordination Report Preparation Inbox Management