Blessing Amala Muonwe

BLESSING AMALA MUONWE Customer Support PROFESSIONAL SUMMARY Customer Service Professional with years of experience in client lifecycle management, digital engagement, program delivery, and operational strategy, impacting client retention, satisfaction, and scalable service excellence. Expert in managing high-volume client interactions, onboarding, and service delivery workflows, translating customer insights into actionable strategies that enhance experience, strengthen loyalty, and improve product adoption. Leveraged HubSpot, Freshdesk, Airtable, Zapier, Dubsado, Acuity, Slack, Zoom, Canva, and Flodesk to streamline communication, automate workflows, track customer data, and optimize multi-channel engagement strategies. Experienced in building customer success infrastructure through SOP development, KPI tracking, reporting systems, and cross-functional collaboration, ensuring alignment between marketing, sales, and service teams. Thrived in community and program-focused environments, managing large-scale digital communities, executing targeted engagement campaigns, and transforming customer feedback, behavioral data, and market research into retention-focused initiatives. Committed to delivering customer-centric solutions, strengthening stakeholder relationships, and enabling teams through training, onboarding, and performance frameworks that reinforce consistency, accountability, and long-term customer success impact. SKILLS Customer Relationship Management, Client Retention & Engagement, Onboarding, Stakeholder Communication, Customer Satisfaction Management, Customer Education & Advocacy, Conflict Resolution, Escalation Management, Cross-functional Collaboration, Service Delivery Management, Communication Strategy, Ticket & Case Management, Data Analysis & Reporting, Analytical Thinking, Process Optimization, Stakeholder Report Preparation, Project Management, Change Management, Training Facilitation, Performance Management, Sales & Account Management, Business Development, Quality Assurance, Internal Communication Documentation, Adaptability, Research Proficiency, Market Research & Competitive Analysis, Vendor & Leadership Management, Employee Engagement, Budgeting, Forecasting, MS Office Suite, HubSpot, Freshdesk, Airtable, Zapier, Dubsado, Acuity, Slack, Zoom, Canva, Flodesk WORK EXPERIENCE Project Coordinator [Virtual Assistant] |Black on The Job| 2025 ● Oversaw high-volume client communication across three inboxes, resolving 200+ weekly inquiries with 98% accuracy, ensuring consistent messaging across teams and improving response efficiency. ● Coordinated onboarding and ongoing service delivery for 240+ monthly client projects using Acuity, Dubsado, and workflow tracking systems, ensuring deadlines were met and client expectations were achieved. ● Managed client relationships by delivering timely follow-ups, anticipating needs, and resolving issues early, reducing escalation rates and improving overall customer experience. ● Developed and maintained SOPs, tracked weekly KPIs, and generated performance reports that provided visibility into client trends, service quality, and operational efficiency. ● Executed targeted email engagement campaigns across a 20,000+ client database, contributing to increased sales and improved client participation during sale periods. ● Managed client experience across workshops and 100,000+ online community members, addressing feedback and reviews while identifying trends to improve satisfaction and retention. ● Collaborated with marketing, sales, and service delivery teams to streamline workflows and ensure alignment in delivering consistent client outcomes. ● Supported hiring, onboarding, and training of new team members, contributing to performance tracking initiatives that linked team output to client satisfaction. Technical Writer and Content Development Specialist|Black on The Job| 2024 ● Personalized client success outcomes, translating career transition insights into 10 ATS-optimized resumes weekly, sustaining a 97% client satisfaction rate, and minimizing revision cycles through expectation alignment. ● Optimized customer engagement strategy across 10+ weekly email campaigns via Flodesk, applying A/B testing to refine messaging performance, exceed industry benchmarks, and expand client reach. ● Elevated digital customer engagement, managing content strategy and cross-platform messaging, increasing audience interaction by 25% while accelerating follower growth and conversion rates by 15%. ● ● Strengthened service quality and retention standards, auditing internal content against brand and client expectations, identifying gaps early to maintain consistency and reduce dissatisfaction risks. Expanded customer value and brand trust, producing SEO content informed by competitive research and audience behavior insights, increasing platform engagement and authority within the client community. Program & Communication Officer |YouthSpace Africa |2021 – 2024 ● Oversaw program adoption across mental wellness initiatives, designing outreach campaigns and mentorship experiences that engaged 100+ participants and strengthened satisfaction, trust, and community retention. ● Elevated engagement and organizational experience, leading strategy and scheduling across platforms to deepen audience interaction and reinforce credibility. ● Expanded client ecosystem and partnership value, structuring communications and proposals that secured funding and onboarded new partners, increasing service reach and long-term engagement opportunities. ● Operationalized program delivery and performance visibility, managing bi-monthly briefs, budgets, and workflows from planning through execution to enhance campaign effectiveness and stakeholder alignment. ● Cultivated partnerships across NGOs, community groups, and government entities, integrating global (UN) frameworks to amplify program relevance and position the organization as a trusted, client-centered authority. Fact-Check Journalist |International Centre for Investigative Report | 2024 ● Strengthened platform credibility, validating 6+ digital narratives weekly using verification tools and consolidating findings into reports that upheld accuracy standards and informed client decisions. ● Elevated engagement and content effectiveness, developing targeted summaries on content reliability using audience insight data to deliver messaging that resonated across diverse user segments. ● Expanded audience reach and inclusivity, producing bilingual educational resources that simplified verification processes, enabling broader audience adoption and deepening trust within multilingual communities. ● Accelerated product adoption and user enablement, creating structured training materials on open-source tools that improved user understanding and increased utilization of platform verification capabilities. ● Enhanced insights and engagement strategy, monitoring real-time data across Twitter and Facebook to identify misinformation trends and audience behavior shifts, equipping stakeholders with timely, actionable intelligence. Administrative & Executive Officer |Posag Consulting |- ● Optimized talent acquisition and team readiness, leading a hiring cycle that filled 10+ roles, evaluating 50+ candidates, and developing interview frameworks that upheld hiring quality and team performance standards. ● Executed decision-making and stakeholder alignment, developing internal and external communications, including CEO briefings, reducing delays, and improving organizational responsiveness to client needs. ● Scaled onboarding and customer engagement, structuring training programs for 20+ employees, embedding standardized client interaction protocols, and recurring performance reviews that improved service quality. ● Enhanced operational transparency and reporting accuracy, managing centralized payroll documentation and monthly financial reporting systems that streamlined internal workflows and strengthened audit readiness. ADDITIONAL EXPERIENCE Technical Writer |2022 – 2024 Assistant Tax Intern | Fct-Irs |2019 - 2020 EDUCATION & CERTIFICATIONS Master's in International Affairs & Diplomacy |Ahmadu Bello University Bachelor of Arts in History and International Studies |Nnamdi Azikiwe University Certificate in Social Standards |Nigeria Social Standards Practice Certification Programme (NSSPCP) Certified Manager |Nigeria Institute of Management (NIM) Certified Gender M&E |GHel USAID Certified Monitoring and Evaluation |GHel USAID