Open to opportunities

Yvonne Opara

@yvonneopara

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Dedicated Support Specialist with 10+ years’ SaaS experience improving retention and resolving technical issues.

Nigeria

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What I'm looking for

I am seeking a customer-focused role in a collaborative SaaS company where I can reduce churn, improve processes, and mentor teams while advancing retention strategy.

I am a dedicated support specialist with over 10 years of experience in SaaS and customer support, known for guiding non-technical users and resolving technical and billing issues with clear, actionable solutions.

At Kingsurplus Comfort Texas I led appraisal and digital cataloging of surplus inventory, collaborated with a developer to design an algorithm that flagged photo and serial mismatches, and built Google Drive tracking systems to streamline appraiser-developer coordination.

Previously at Patricia Technology I strengthened customer loyalty through retention strategies using Zoho CRM and Apollo.io, managed multi-channel support with Zendesk and Freshdesk achieving a 95%+ customer satisfaction rating, and produced reports and campaigns that reduced churn and improved engagement.

Experience

Work history, roles, and key accomplishments

Appraisal Manager

Kingsurplus Comfort Texas

Mar 2023 - Mar 2025 (2 years)

Led appraisal and digital cataloging of surplus inventory, built valuation reports and Google Drive tracking systems, and collaborated with a developer to create an algorithm that flagged photo and serial mismatches to prevent upload errors.

CRM Data Analysis Process Improvement Google Workspace

Retention Manager

Patricia Technology

Feb 2020 - Dec 2022 (2 years 10 months)

Strengthened customer loyalty by resolving high-risk issues and reducing churn through personalized retention strategies; generated KPI reports to guide retention campaigns in collaboration with Sales and Marketing.

Zoho CRM Apollo.Io Zendesk Freshdesk HubSpot Customer Retention Data Analysis Slack Reporting

Customer Service

Patricia Technology

Jan 2019 - Feb 2020 (1 year 1 month)

Delivered multi-channel customer support via email, chat, phone and social media, managed high ticket volumes in Zendesk and Freshdesk while meeting SLAs and maintaining a 95%+ customer satisfaction rating.

Zendesk Freshdesk SLA Management Customer Satisfaction Ticketing CRM

Education

Degrees, certifications, and relevant coursework

Google

Professional Certificate, Data Analytics

Completed the Google Data Analytics Professional Certificate covering data analysis tools and techniques applicable to customer success and retention.