Blessing Chike

BLESSING CHIKE -| - | Lagos | LinkedIn PROFESSIONAL SUMMARY Customer Operations and Customer Experience professional with 5 years of experience supporting customer lifecycle operations, onboarding, retention, and multi-channel support across SaaS and EdTech environments. Experienced in managing customer relationships, maintaining CRM systems, resolving escalations, supporting onboarding workflows, and collaborating cross-functionally to improve service delivery and customer satisfaction. Strong background in process improvement, issue resolution, and operational reporting. EXPERIENCE ExcelMindCyber Mar 2026 – Present Student Success Manager Remote Manage student support and engagement activities across onboarding, progress tracking, and retention. Serve as the primary point of contact for assigned students, providing guidance and support throughout their learning journey. Identify disengaged or at-risk students and carry out follow-up actions to improve engagement and completion. Implement accountability and progress-check processes to help students stay consistent with coursework. Handle escalations, refund requests, and student concerns in line with company policies. Maintain accurate CRM records and student engagement documentation for reporting and visibility. Prepare regular reports on student engagement, retention, and operational performance. Thelix Holdings Nov 2024 – Present Customer Support Specialist Remote Provide multi-channel customer support across WhatsApp, email, phone, and live chat, resolving 50 inquiries daily. Troubleshoot user issues related to onboarding, platform usage, billing, and general support inquiries. Document recurring product issues and customer feedback, escalating relevant insights to product and engineering teams. Maintain accurate CRM records, support logs, and issue documentation. Support onboarding and user education efforts to improve platform adoption. Contribute to the maintenance and updating of internal knowledge base/support documentation. Thelix Holdings Oct 2023 – Nov 2024 Client Relations Specialist / Onboarding Associate Remote Supported onboarding and setup processes for schools adopting the ExcelMind platform. Delivered product demos and walkthroughs to school administrators during onboarding. Coordinated onboarding schedules, implementation timelines, and follow-up communications. Maintained relationships with school stakeholders to support adoption and satisfaction. Acted as liaison between clients and internal teams during onboarding and issue resolution. ASPRO Business Solutions May 2022 – Sep 2023 Admin Assistant / Customer Service Representative Managed front desk and live chat customer inquiries, resolving 50 support requests daily. Coordinated executive calendars, meetings, and administrative schedules. Maintained digital and physical filing systems for confidential business documents. Assisted with onboarding documentation and customer administrative support. On-site Prepared reports, presentations, and internal documentation for business operations. Croftstone Attorneys On-site Feb 2021 – Mar 2022 Administrative Support Specialist Managed legal and administrative documentation while ensuring compliance with internal procedures. Organized and digitized case records to improve accessibility and retrieval efficiency. Coordinated communication between attorneys and clients for documentation and scheduling. Supported administrative workflow improvements across office operations. EDUCATION National Open University of Nigeria- B.Sc. Tourism Studies PROJECTS LinkedIn CERTIFICATIONS EF SET English Certificate – C2 Proficient HubSpot Academy – Tech Sales Fundamentals LANGUAGES SKILLS Customer Operations Customer Experience (CX) CRM Management Onboarding & Activation Escalation Management Process Improvement Multi-Channel Reporting & Documentation Knowledge Base Communication Management Technical Troubleshooting Stakeholder Communication Customer Support Operations Retention Support Cross Functional Collaboration