Chiderah Sophia Nwoke

SOPHIA CHIDERAH NWOKE Customer Success & Support Specialist (SaaS | PropTech | Remote PROFESSIONAL SUMMARY Customer Success and Support Specialist with 2+ years of remote experience delivering client onboarding, post-sales support, and account management across SaaS and service-based environments. Proven ability to support client adoption, improve engagement, and maintain high customer satisfaction through proactive communication and structured follow-ups. Skilled in managing client relationships, resolving inquiries, and coordinating with cross-functional teams to ensure seamless service delivery. Demonstrated success maintaining 95%+ CRM accuracy, improving follow-up processes by 30%+, and handling 30+ customer interactions weekly across multiple channels. Adept at understanding client needs, supporting retention, and delivering value-driven customer experiences. CORE COMPETENCIES • Customer Success & Client Relationship Management • SaaS Client Onboarding & Product Adoption • Customer Support & Issue Resolution • Account Management & Client Retention • CRM Management (HubSpot, Salesforce, Zoho, Intercom) • Lead Follow-Up & Engagement Tracking • Cross-functional Collaboration • Data Analysis & Customer Insights • Upselling & Customer Retention Support • Technical Communication & Product Support • Remote Team Collaboration • Process Optimization & Workflow Improvement PROFESSIONAL EXPERIENCE Customer Success & Scheduling Coordinator Hooked Crochet | Remote October 2025 – Present • Deliver customer support and post-service engagement, ensuring seamless client experience and satisfaction across all communication channels. • Support onboarding and client adoption by guiding customers through service processes, scheduling systems, and engagement workflows. • Act as a point of contact for clients, understanding their needs and ensuring timely responses and resolution of inquiries. • Monitor customer interactions and follow-up activity to ensure consistent engagement and prevent drop-offs. • Maintain and update CRM systems with accurate customer data, interaction logs, and follow-up actions to support retention strategies. • Collaborate with internal teams to resolve customer issues efficiently and ensure smooth service delivery. • Coordinate appointments and manage scheduling to support client success and operational efficiency. Customer Support & Administrative Coordinator Buttlift USA | Remote January 2024 – December 2024 • Managed inbound customer inquiries, providing timely resolutions and maintaining high customer satisfaction levels. • Assisted clients with account-related queries, ensuring smooth communication and effective issue resolution. • Supported client retention by ensuring consistent follow-up and proactive communication with customers. • Maintained accurate CRM records and customer data with 95%+ accuracy across multiple platforms. • Coordinated appointments and schedules to enhance client experience and reduce missed engagements. • Collaborated with internal teams to escalate and resolve complex customer issues efficiently. • Provided administrative and operational support to ensure smooth workflow and service delivery. KEY ACHIEVEMENTS • Improved customer follow-up consistency by 30–35%, enhancing client engagement and retention. • Reduced missed responses and delayed follow-ups by 20–25% through structured communication workflows. • Maintained 95%+ CRM accuracy, ensuring reliable customer data and tracking. • Managed 30–35+ customer interactions weekly across multiple communication channels. • Contributed to improved scheduling efficiency and overall client satisfaction through proactive coordination. TOOLS & SYSTEMS • CRM & Support Tools: HubSpot, Salesforce, Zoho CRM, Intercom • Communication Tools: Slack, Zoom, Microsoft Teams, Email, WhatsApp • Productivity Tools: Google Workspace, Microsoft Office Suite • Automation & Marketing Tools: Zapier, Apollo, Lemlist • Design Tools: Canva EDUCATION Bachelor of Agriculture (B.Agric) University of Port Harcourt, Nigeria CERTIFICATIONS • Digital Marketing Masterclass — Udemy • IT Support Masterclass — Digital Witch Community • Customer support — Alison • Canva for Beginners — Udemy Work Setup: HP corei7, 8GB RAM, stable Internet connection, noise cancelling headset, stable power supply, dedicated workspace.