ATUEGWU ESTHER CHIAMAKA
📍 Lagos, Nigeria | ✉️-| 📞
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PROFESSIONAL SUMMARY
Customer-focused Customer Success & Support Specialist with 3+ years’ experience in
FinTech and SaaS industries. Proven record of increasing retention, streamlining onboarding,
and providing proactive support that improves customer satisfaction scores by over 20%. Skilled
at building relationships, translating customer needs into actionable solutions, and collaborating
across product, sales, and support teams. Adept at using CRM, analytics tools, and project
management platforms to enhance customer experience and drive operational efficiency.
CORE SKILLS (ATS-Optimized & Recruiter-Friendly)
● Customer Success Management: Salesforce, HubSpot, Zendesk, Freshdesk, Intercom
● Client Onboarding & Retention: SaaS product setup, feature adoption, training
sessions
● CRM & Data Analysis: Customer health scoring, churn prevention, feedback reporting
● Project & Workflow Management: Asana, Trello, ClickUp, Monday.com
● Technical Support: Troubleshooting, bug reporting, API integration support basics
● Customer Advocacy: Acting as voice of customer in product discussions
● Collaboration & Communication: Cross-functional team alignment, escalation
handling
● Process Optimization: Reducing ticket backlog, improving first contact resolution
● Documentation & Knowledge Base Management: Confluence, Notion
● Soft Skills: Active listening, empathy, problem-solving, adaptability, conflict resolution
PROFESSIONAL EXPERIENCE
Virtual Assistant & Customer Experience Manager
Confidential – FinTech/SaaS | Remote | Jan 2023 – Jun 2025
● Delivered end-to-end customer success management, from onboarding to renewal,
achieving a 95%+ customer satisfaction rate.
● Led onboarding sessions for SaaS clients, increasing adoption rates by 30%.
● Managed customer health scores and proactively engaged at-risk accounts, reducing
churn by 18%.
● Used Salesforce and HubSpot to track interactions, manage accounts, and produce
performance dashboards.
● Coordinated with product teams to resolve recurring issues and improve product
usability.
● Created and updated self-service resources, reducing repetitive inquiries by 22%.
Customer Support Specialist
CardTonic | Lagos, Nigeria | Mar 2022 – Dec 2023
● Provided multi-channel technical and account support, resolving 90% of issues in first
contact.
● Escalated product bugs to engineering with detailed replication steps, reducing
resolution time by 25%.
● Monitored NPS scores and implemented initiatives that improved customer satisfaction
by 15%.
● Trained and mentored new support agents, ensuring adherence to service quality
standards.
EDUCATION
B.Sc. Psychology – University of Lagos, Nigeria | 2023
CERTIFICATIONS
● ALX Virtual Assistant Program –3
● Customer Experience Management – [Provider/Platform]
● Project Management Fundamentals – [Provider/Platform]
LANGUAGES
● English – Fluent
