Chizoba Wisdom Elemba

Chizobam Wisdom Elemba - Customer Success Officer/Virtual Executive Assistant, (Cloud Enthusiast)-Abuja, Nigeria SUMMARY Customer Success Officer/Virtual Executive Assistant/Travel Concierge/Sales with 5+ years of experience in building strong customer relationships and driving business growth. Adept at combining strategic customer success initiatives with exceptional administrative and organizational skills to enhance client satisfaction, optimize processes, and achieve key performance indicators. Skilled in team communication, project management, and leveraging technology to streamline operations and foster collaboration. Effectively manage complex schedules, travel arrangements, and project deadlines, ensuring executives maintain peak productivity. Expertise in CRM systems, communication tools, and project management methodologies. SKILLS ▪Customer Service ▪Virtual Support ▪Client Support ▪Asana ▪Booking.com ▪Airbnb ▪Phone & Chat Support ▪ClickUp ▪HubSpot ▪Zendesk ▪Time Management ▪Zoho ▪Calendar Management ▪Project Support ▪Data Organization ▪Confidential ▪Email Management ▪Slack ▪Data Entry ▪Microsoft Office Suite ▪Feedback Assessment ▪Zoom ▪Trello ▪Communication ▪Google Workspace ▪Administrative Support ▪Appointment Scheduling ▪Collaboration ▪Social Media Management ▪Email Marketing ▪Research ▪Monday.com ▪SalesForce ▪Intercom ▪Freshdesk ▪17hats ▪Zoom ▪Microsoft Teams PROFESSIONAL EXPERIENCE Software Sales Consultant Jungleworkss- India 1/06-2024 ❖ Spearheaded sales strategy for the company's suite of software products, focusing on driving market penetration and revenue growth. ❖ Engaged with prospective clients in the IT consultancy sector, particularly targeting key decision-makers including CEOs, CTOs, and Founders. ❖ Conducted detailed needs assessments and product demonstrations, showcasing the value proposition of Jugnoo's solutions. ❖ Developed and maintained strong client relationships, ensuring high levels of customer satisfaction and loyalty, and conducting Demo presentations for customers. ❖ Collaborated closely with the marketing and product development teams to align sales strategies with market trends and customer feedback. ❖ Achieved a 35% increase in sales within the first 4months, surpassing quarterly targets and contributing significantly to overall company revenue. Customer Technical Support 05/08/2023- 29/05/2024 Digital Witch- Nigeria ❖ Provided technical support to end-users by diagnosing and resolving hardware, software, and network issues. ❖ Utilized troubleshooting skills to quickly address and resolve technical problems, maintaining high customer satisfaction. ❖ Managed and prioritized support tickets using CRM systems, ensuring timely and efficient resolution of customer inquiries. ❖ Administered cloud services on Azure and GCP, including setup, management, and troubleshooting. ❖ Collaborated with team members to identify and implement process improvements, enhancing overall support operations. Remote Executive Virtual Assistant 01/09/2022 – 28/02/2024 VA Group - USA ❖ Provide comprehensive administrative support to the CEO and other executives through calendar management, appointment scheduling, and travel logistics, and improving productivity by 20%. ❖ Increase project efficiency and completion rates by 15% through project management, progress tracking, and ensuring strict adherence to deadlines. ❖ Reduce turnaround time for document creation and enhance presentation quality by 25% by accurate drafting, editing, and proofreading of documents, presentations, and reports. ❖ Identified new market opportunities through competitor and industry trend research, contributing to 10% strategic planning and market expansion. ❖ Increase client satisfaction by 15% through streamlined email communication, prioritizing messages, and professionally responding to inquiries, and providing prompt solutions. Relationship Manager 01/12/2021 – 31/08/2022 United Bank for Africa- Nigeria ❖ Spearheaded business development activities like utilizing market research and customer data to identify potential clients, driving a 91% increase in new customer acquisition. ❖ Managed customer onboarding tasks including verification, account opening, BVN enrolment, and query resolution, resulting in a 15% reduction in onboarding time. ❖ Oversaw online and offline marketing initiatives, social media management, and email campaigns, contributing to a 25% increase in brand awareness. ❖ Maintained high standards of customer service through due diligence and quality interactions, leading to an increase in customer satisfaction ratings. Remote Customer Success Manager 04/01/2019 – 30/11/2021 Dentistfined- Nigeria ❖ Managed customer onboarding tasks including initial training and documentation, increasing customer satisfaction during the initial setup phase. ❖ Tracked customer satisfaction metrics, compiled reports, and identified best practices to enhance customer support and satisfaction, contributing to a 15% customer retention rate. ❖ Managed inbound and outbound calls, responded to emails, and handled customer inquiries through a ticketing system, ensuring timely resolution and a positive customer experience. Travel Assistant 02/ 01/2014 – 23/12/2018 Quantum Travels-Nigeria ❖ Plan and book comprehensive travel itineraries, including flights, accommodations, and transportation, tailored to client preferences and budgets. ❖ Communicate with clients to understand their travel needs, provide updates, and address any questions or concerns. ❖ Handle last-minute changes and emergencies, offering alternative solutions to ensure client satisfaction. ❖ Maintain detailed records of bookings, confirmations, and client preferences to streamline future travel arrangements. ❖ Collaborate with travel vendors to secure the best deals and resolve any issues that arise during the travel ❖ ❖ process. Provide personalized travel recommendations and concierge services, enhancing the overall travel experience for clients. Stay informed on travel trends, destination information, and travel restrictions to provide accurate and up-todate advice. KEY ACHIEVEMENTS ❖ Increased Customer Retention: Successfully retained over 50 customers through efficient account management, identifying churn risks, and implementing successful retention strategies. ❖ Efficient Task Management: Successfully managed tasks, including email correspondence, calendar scheduling, and document organization, leading to 45% improved productivity. ❖ Effective Communication: Improved collaboration by 25% by implementing communication strategies, and streamlining information flow between team members, clients, and stakeholders. ❖ Administrative Excellence: Increased administrative productivity by 45% through efficient operations of appointment scheduling, and phone and email management, enhancing efficiency. ❖ Travel Coordination: Utilized Booking.com and Airbnb to secure personalized, cost-effective travel arrangements, and implemented Trello and CRM software to streamline planning and client management, increasing organizational efficiency and customer satisfaction by 30%. EDUCATION & CERTIFICATIONS Master of Science in Business Administration | 2024 National Open University of Nigeria Bachelor of Science in Economics | 2019 Michael Okpara University of Agriculture – Umudike, Abia State Skylack | 2019 • Health Safety and Environmental (HSE) • Project Management Professional (PMP) | 2019 • Organizational Management Professional (OMP) | 2019 Coursera | 2019 • Data Analysis with Python • Technical Support • Customer Service Representative/Upwork (2024) REFERENCES Available on Request