Christiana Chidiogo Izuogu

IZUOGU CHRISTIANA CHIDIOGO CUSTOMER SERVICE AND SUCCESS SPECIALIST. SUMMARY ●​ Over 3 years proven track record of delivering exceptional customer experiences by ●​ ●​ ●​ ●​ quickly identifying needs, resolving issues, and turning challenges into opportunities for loyalty and satisfaction. Skilled in building strong client relationships through empathetic listening, clear communication, and proactive follow-ups to ensure seamless interactions and long-term success. Adept at leveraging CRM tools and analytics to track performance, identify trends, and implement process improvements that enhance customer retention and team efficiency. Versed in managing customer interactions across diverse platforms, including phone, email, live chat, and social media, ensuring consistency and excellence in service delivery. Thrives in dynamic environments, partnering with cross-functional teams to develop tailored solutions, exceed customer expectations, and drive continuous improvement. WORK EXPERIENCE Customer Service Manager. EX-STOCK Canada | Remote February 2023 - Present. ●​ Managed CRM systems (Zendesk, Gorgias) to track and resolve 80+ support tickets efficiently.daily, resulting in a 30% reduction in response time and a 15% increase in customer satisfaction ratings. ●​ Assisted customers in placing, tracking, and modifying orders, ensuring 100% accuracy in order details. ●​ .Trained and mentored new customer service team members, enhancing overall team productivity by 20% and fostering a collaborative environment that reduced onboarding time by 25%. ●​ . Developed a comprehensive FAQ resource based on common customer queries, leading to a 40% decrease in repetitive inquiries and allowing the team to focus on resolving more complex issues efficiently. ●​ .Collaborated with logistics and warehouse teams to ensure accurate order fulfillment.. Customer Success Specialist Red Castle Technology, Dublin, Ireland | Remote October 2022 - July 2024 ●​ Developed and implemented a personalized onboarding program that increased customer engagement scores by 30% within three months, supporting customers in achieving their initial success with the product. ●​ Advocated for annual renewals through strategic relationship-building efforts and targeted communication, leading to a reduction in churn rate from 19% to 10% within 12 months. ●​ Conducted regular check-ins and utilized customer feedback to enhance service offerings, resulting in a 75% increase in customer satisfaction ratings and enabling tailored solutions for unique client needs. ●​ Collaborated with cross-functional teams to create and analyze customer success metrics, facilitating data-driven improvements that boosted upselling opportunities by 25% year-over-year. Assistant Account Manager Green Atlas Home and Properties, Nigeria | On-site September 2018 - August 2022 ●​ Managed a portfolio of property clients facing inconsistent engagement and configuration issues, implementing quarterly reviews, personalized support plans, and proactive outreach, which led to an 18% increase in client retention and a 10% growth in referral business, significantly boosting team revenue. Sales Support Coordinator Posh Affairs Boutique | Nigeria| On-site July 2016 - August 2017 ●​ Faced with inconsistent communication and delays in order fulfillment, leading to customer dissatisfaction and negative feedback, I collaborated with logistics and fulfillment teams to streamline communication, implemented regular updates, and ensured transparency in the order process to keep customers informed resulting in 15% increase in positive customer feedback due to improved communication and timely deliveries. SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Conflict Resolution & Problem Solving Order Management & Returns Processing Live Chat, Email & Phone Support Dispute and Chargeback Resolution. Process Improvement & Knowledge Base Development Cross-Functional Collaboration Data Analysis for Customer Insights CRM & Support Tools (Zendesk, Salesforce, Hubspot,Gorgias) E-commerce Platform Management (Shopify, Amazon, eBay) Product Onboarding and Account Management. Customer Retention & Loyalty Strategies Adaptability & Problem Solving Verbal and Written Communication EDUCATION University of Port Harcourt, Nigeria. B.tech, Biomedical Technology. Major 2019 - 2024 Data Research and Analysis. CERTIFICATIONS AND TRAININGS Certified Customer Success Specialist( CCSS) Diploma In Customer Service Customer Service Foundation - LinkedIn Academy Alison Academy LinkedIn INTEREST ●​ Exploring new e-commerce technologies and customer success strategies. ●​ Passionate about understanding customer psychology and enhancing user experience in digital spaces. ●​ Researching customer behavior trends to drive customer loyalty. ●​ Enjoy networking with customer service professionals to exchange insights on best practices. LANGUAGE English - Fluent​ Igbo - Fluent​ French - Basics REFERENCES Available Upon Request. -