Open to opportunities

Ujunwa Adaora Oneafolu

@ujunwaadaoraoneafolu

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Customer Success specialist with 8+ years reducing churn and delivering 98% CSAT in remote and hybrid teams.

Nigeria

Message

What I'm looking for

I seek a remote or hybrid role where I can reduce churn, improve CSAT/NPS, lead distributed teams, and translate customer insights into product improvements.

I am a results-oriented Customer Support Specialist with over eight years delivering world-class service across remote, hybrid, and onsite environments. I consistently maintain top-tier satisfaction metrics and bring a data-driven approach to voice-of-customer feedback.

I specialize in omnichannel support and technical troubleshooting, with expert proficiency in Zendesk, Salesforce, and CRM administration. I drive operational efficiency by optimizing KPIs such as CSAT, NPS, FRT, and First-Call Resolution.

As a team leader and mentor, I have managed distributed teams, developed knowledge bases, and implemented performance improvements that increased productivity and reduced training time. I combine empathetic de-escalation with technical problem-solving to protect revenue and reduce churn.

I am disciplined, self-motivated, and effective across time zones, translating customer insights into product improvements and feature requests while supporting sales and retention through upselling and proactive outreach.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Vida United

Nov 2023 - Dec 2025 (2 years 1 month)

Delivered high-quality customer support, maintained strong satisfaction KPIs, generated sales leads through consultative recommendations, and produced weekly VOC reports that informed product improvements.

Zendesk Salesforce Customer Feedback Analysis Root Cause Analysis Revenue Generation Stock Control

Customer Service Representative

Safari West Support (22bet)

Nov 2021 - Sep 2023 (1 year 10 months)

Managed high-volume omnichannel inquiries using Zendesk and Salesforce, maintained a 95%+ resolution rate, and escalated critical system and payment issues to minimize downtime.

Zendesk Salesforce TalkDesk Live Chat Social Media Support Ticket Lifecycle Management Escalation Management Resolution Rate Optimization

Customer Service Team Lead

Parimatch International

Aug 2021 - Sep 2022 (1 year 1 month)

Led a distributed customer service team, ran performance optimization and training programs, and developed a knowledge base that reduced agent ramp time and improved FCR.

Remote Team Leadership Performance Management Training Knowledge Management FCR Coaching

Administrative Assistant / Customer Service Officer

Passage Telecommunication

May 2018 - Aug 2019 (1 year 3 months)

Managed customer accounts and billing reconciliation, maintained CRM data integrity, produced Quick-Start guides that reduced repeat inquiries, and retained 90%+ at-risk orders.

Account Management FAQ Creation Administrative Support Conflict Resolution

Online Customer Care Agent

MTN Nigeria

Apr 2015 - Apr 2018 (3 years)

Handled 80+ inbound inquiries daily for telecom products, exceeded KPIs (AHT, FCR, QA), escalated complex technical issues, and contributed process improvements to boost team efficiency.

AHT Technical Troubleshooting Escalation Management Reporting Cross Selling