Chineze Obiako

Chineze Obiako Lagos, Nigeria PROFESSIONAL SUMMARY Calm, efficient, Customer Success & Operations professional with 15+ years of experience driving customer satisfaction, process automation, and data-informed decision-making. Proven ability to lead cross-functional teams, implement scalable support systems, and enhance retention through efficient onboarding and proactive success management. Delivered 30% faster client onboarding, reduced churn by 15%, and improved SLA compliance to 95% across multiple organizations. CORE COMPETENCIES Customer Success & Relationship Management • SaaS Support & Onboarding • Operations Management • Process Improvement Data Analysis & Reporting (Excel) • CRM Administration (HubSpot, Salesforce, Zoho) • Automation (Zapier, n8n, Airtable) • KPI & SLA Management • Helpdesk (Zendesk) Cross-functional Collaboration • Stakeholder Engagement • Virtual & Executive Assistance • Global Remote Team Support • Training & Team Building Administrative & Operational Efficiency (Zoom, Slack, ClickUp, Asana, FillOut, Google Workspace, Microsoft Office, Todoist) KEY ACHIEVEMENTS & RESPONSIBILITIES Client Success & Operations Manager | Wrnly— Global Work Platform Oct 2025 – Present | Remote  Developed and implemented SOPs and SLAs for Customer Success, Operations, and Administration, boosting process consistency by 100%.  Built and automated a referral and Airtable database system, reducing manual tracking by 90% and improving visibility of vetted talent.  Created and integrated Wrnly’s talent/client contact form to centralize inquiries, reducing manual coordination and improving lead management efficiency.  Created workflow automations via Zapier, cutting repetitive admin work by 70% and accelerating email response times.  Redesigned HubSpot CRM to manage client and talent pipelines, improving data accuracy by 60% and enhancing team collaboration.  Gathered and analyzed post-launch feedback, enhancing onboarding satisfaction scores by 25%.  Generated weekly performance and onboarding reports, tracking placement, satisfaction, and project progress to inform data-driven decisions.  Supported the Founder and team in managing launch operations, balancing multiple priorities under tight timelines and maintaining a 100% on-time delivery rate. Administrative Officer | RCCG – The Redemption House (Area Office) Jan 2018 – Present | Volunteer  Oversaw daily church operations, maintaining accurate confidential records of over 200 members, supervising procurement and maintaining comprehensive inventory of supplies.  Financial reporting and income tracking with 100% Headquarter compliance.  Training volunteers, and coordinating the execution of 100+ church events annually, in alignment with church vision & goals. Marketing and Customer Success Specialist | Drinks-a-Deo Ventures Apr 2018 – Dec 2024 | Freelance  Increased retention by 12% and expanded customer base by 30% through personalized support, in-depth market research and targeted strategies.  Resolved 95% of tickets at first contact and optimized the customer journey using insights from feedback. Executive Assistant | Group Head Remittances, Ecobank Group Jan 2015 – Feb 2018 | Remote  Provided strategic administrative support to executive: cross-country scheduling, confidential correspondence, market research, meeting coordination & presentations.  Supported senior management by consolidating data from 36 countries, analysing trends, and generating digestible & actionable dashboards.  Assisted in handling escalated customer and partner queries relating to affiliate remittance services, ensuring professional and timely resolution of issues. Head Customer Support, Remittances | Ecobank Nigeria Jan 2012 – Oct 2017 | On-Site  Directed daily operations across 500+ locations, achieving 95% SLA compliance and 90% CSAT score.  Reduced recurring customer issues by 95% through process redesign and escalation workflow improvements.  Trained and onboarded 1,000+ associates and annually, increasing system adoption and product proficiency by 35%.  Implemented KPI dashboards for transaction and support tracking, monitoring key metrics, improving transparency and accountability by 40%.  Collaborated with partners & cross-functional teams to streamline operations and ensure 100% regulatory compliance. Product Manager, Remittances | Ecobank Nigeria Jan 2012 – Feb 2018 | On-Site  Executed growth strategies for remittance products, exceeding annual revenue targets and earning $370K+ in performance bonuses.  Initiated and launched automation tools that saved 500+ man-hours annually and reduced processing time by 40%.  Authored and enforced SLAs and SOPs, maintaining 85%+ audit compliance.  Analyzed customer data to ensure accurate settlement, generate decision-making reports, detect and address non-compliance & mitigate risks.  Built and maintained high-trust cross-functional team & partner collaboration, resulting in smooth go-tomarket execution, issue resolution, compliance & a 65% increase in growth CERTIFICATIONS & COURSES  AI Automation (DivVerse Labs/Loubby ai)  Salesforce CRM Administrator (Salesforce)  Virtual Assistant & AI Career Essentials (ALX Africa)  Zendesk Omnichannel for Agents (Zendesk Academy)  Agile & Project Management Fundamentals (IBM Skills Build)  Social Media Management (HubSpot Academy) EDUCATION  Master of Business Administration — University of Benin, Nigeria  Bachelor’s Degree in Education (Physics) — University of Benin, Nigeria