Chiedu Molokwu

MOLOKWU HENRY CHIEDU PRO F E SSI O NA L S U M MA R Y Customer Success and Customer Support professional with over 8 years of experience delivering high-quality customer experiences across SaaS, finance, and digital platforms. Skilled in managing customer interactions via live chat and email, resolving complex issues, and nurturing client relationships to improve retention and satisfaction. Recently certified in Customer Success (CCSM Level 1), with hands-on experience supporting global teams and remote operations. Proficient in CRM systems and customer support tools, with a strong ability to work independently, communicate effectively across time zones, and contribute to customer-centric business growth. C O RE SK I L LS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Customer Success Management Customer Support & Client Relations Lead Nurturing & Qualification Live Chat Support (Intercom, Chat Tech) CRM Systems Conflict Resolution Customer Retention Strategies Virtual Assistance Data Entry & Documentation Cross-Team Collaboration Problem Solving & Analytical Thinking Voiceover creation PRO F E SSI O NA L E X P E RI E N CE Alan Deep Learning Inc | Texas, USA (An Advertising and Lead Generation Company) Customer Service Representative / Lead Nurture Specialist (Remote) ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Apr 2021 – Present Utilized a proprietary CRM-enabled live chat platform to manage customer interactions, track leads, and monitor customer lifecycle Handled 50+ daily customer inquiries via chat and email across global time zones Improved lead conversion rates by 25% through structured nurturing strategies Maintained strong customer relationships, contributing to retention and satisfaction Partnered with product and support teams to resolve recurring issues Streamlined scheduling and onboarding processes for prospective clients Documented customer interactions and feedback to improve service delivery and internal workflows Scheduled consultations by reviewing client calendars and availability. Maven Alliance | Lagos, Nigeria (Remote Part-time) (Property Management Company) General Virtual Assistant (Remote) ▪ ▪ ▪ ▪ ▪ Sept 2023 - Mar 2024 Managed property listings including calendars, descriptions, and pricing. Handled guest inquiries, reservation confirmations, and complaints. Collaborated with cleaning teams to maintain high service standards. Oversaw guest communications from pre-arrival to post-stay. Maintained and optimized listing content across rental platforms. Koins Microfinance Bank | Lagos, Nigeria Jul 2018 - Mar 2019 (A Microfinance Bank) Customer Service Representative ▪ ▪ ▪ ▪ Provided first contact resolution for customer inquiries and complaints. Responded promptly to customer emails and account-related questions. Advised clients on loan requests and account operations. Fostered client relationships and ensured executive complaints were resolved swiftly. Negxy Concept Limited | Lagos, Nigeria Jan 2013 - Apr 2014 (A Study Abroad Consultancy) International Education Consultant / Client Service Representative ▪ Fostered client relationships and ensured executive complaints were resolved swiftly. ▪ Delivered client support and advisory services ▪ Managed customer onboarding and documentation processes ▪ Handled inbound/outbound communication ▪ Stayed updated about the study abroad programs offered by partner colleges/universities T O O LS A ND T E CH N O LO G I E S ▪ ▪ ▪ ▪ CRM & Customer Support Systems (including proprietary in-house platform) Live Chat & Customer Engagement Tools Microsoft Excel & Word Google Workspace E DU C A T I O N Master of Science Mass communications University of Lagos | Akoka, Lagos state. Oct 2016 - Sept 2018 Bachelor of Science Mass communications Madonna University | Okija, Anambra state Second class (Lower Division) Oct 2005 - Sept 2009 West African School Certificate (WASCE) Citizens Comprehensive College | Temu- Epe, Lagos. Jul 2004 C E RT I F I C A T I O N S Certified Customer Success Manager (CCSM) Level 1 SUCCESSHACKER Mar 2026 Virtual Assistant Training UDEMY Feb 2025 Customer Service Skills ALISON Feb 2021 HO B BI E S A ND I NT E RE ST S ▪ Traveling: Exploring cultures and meeting new people ▪ Fitness: Regular workouts for mental and physical well-being ▪ Voiceovers: Producing voiceovers for online and social media content RE F E RE E S ▪ Provided upon request.