Angela Nnenna Ojiuzor
Customer Success Manager
Abuja, Nigeria
PROFESSIONAL SUMMARY
Customer Success professional with 7+ years of client-facing experience across SaaS, healthcare, real estate, and service-based industries. I build strong client relationships, help users get genuine value from products, services, and work to reduce churn through proactive communication and follow-through. I have managed high-volume support interactions, built onboarding resources from the ground up, and consistently maintained CSAT scores above 80%. Experienced in collaborating with cross-functional teams, proactive, highly organized and transitioning fully into CSM roles where I can own the client lifecycle — from onboarding through renewal.
WORK EXPERIENCE
Customer Success & Virtual Support SpecialistMay 2023 – Jan 2026
Go Brittany and Co. Consulting — USA (Remote)
• Cultivated customer interactions across a portfolio of clients, handling 100+ weekly inquiries while maintaining a 80%+ CSAT rating
• Handled operational requests, ensuring timely responses and accurate resolution of billing, account, and platform issues
• Developed FAQs and support documentation, reducing repetitive inquiries by 15% and improving customer self-service
• Collaborated with cross-functional teams to escalate and resolve technical issues, ensuring seamless customer experience
• Facilitated customer onboarding and adoption workflows, contributing to improved retention and engagement
• Documented detailed customer records, call notes, and follow-ups to ensure continuity across accounts
Virtual Administrative Assistant & Client LiaisonAug 2020 – Jul 2024
Jielle Business Services — Abuja, Nigeria
• Supported client account operations by managing 50+ weekly customer requests using HubSpot CRM
• Coordinated meetings, follow-ups, and communication across multiple stakeholders and time zones
• Assisted in onboarding new clients and team members by creating SOPs and training documentation, improving onboarding efficiency by 30%
• Maintained accurate documentation of customer interactions, ensuring visibility into account activity and needs
• Improved internal workflows and communication processes, enhancing service delivery consistency
Customer Service RepresentativeMay 2020 – Mar 2021
Cleveland Medical Laboratory — Abuja, Nigeria
• Managed patient (customer) lifecycle from scheduling to follow-up, ensuring a smooth and positive experience and reducing wait time by 15%
• Acted as a key point of contact for inquiries, resolving issues across phone, email, and chat channels
• Improved customer retention by 20% through proactive communication and empathetic support
• Upheld accurate records and coordinated with internal teams to ensure timely service delivery
Front Desk & Customer Support OfficerOct 2017 – Aug 2019
Vegas Homes (Real Estate) — Abuja, Nigeria
• Served as the main point of contact for clients enquiring about properties, handling all correspondence and walk-in visits professionally
• Contributed to a 20% increase in repeat client engagement through responsive and attentive support
• Maintained client records and documentation with 100% accuracy
• Supervised client interactions with internal teams, ensuring smooth communication and service execution
CORE COMPETENCIES
Client Success: Customer onboarding, retention strategies, account health monitoring, churn prevention
Communication: Multi-channel support (email, chat, phone, video), stakeholder management, QBR preparation
CRM & Tools: Zendesk, HubSpot, Intercom, Freshdesk, Salesforce (basic), Google Workspace, MS Office Suite
Collaboration: Slack, Zoom, ClickUp, Trello, Asana — experience working across remote, cross-functional teams
Documentation: Knowledge base development, SOP writing, FAQ creation, internal training guides
Data & Reporting: CSAT tracking, ticket volume reporting, client satisfaction analysis, escalation documentation
CERTIFICATIONS & PROFESSIONAL DEVELOPMENT
Customer Success & Technical Account Management Certification — DigitalWitch Support Community | In Progress | 2026
Service Hub Software Certified — HubSpot Academy | Feb, 24 2026
ALX Virtual Assistant — ALX Africa | 2024
EDUCATION
Bachelor of Arts — English Language & LiteratureJul 2015
Nnamdi Azikiwe University, Awka — Nigeria
