Covenant Obioma

COVENANT OBIOMA CUSTOMER SUPPORT SPECIALIST GMT +1• Nigeria • Flexible Across CET & EST/Canadian Time Zones •- Linkedin.com/in/covenant-obioma • 40WPM CAREER SUMMARY Customer support professional with 3+ years’ experience managing the full customer lifecycle across SaaS, hospitality tech, B2B marketplaces, and enterprise accounts. Proven ability to onboard customers, deliver product training, resolve multi-channel queries, manage renewals, maintain SLAs, and coordinate crossfunctional teams. Known for improving adoption, retention, response times, and customer satisfaction using structured processes and CRM tools. CORE COMPETENCIES  Multichannel Customer Support (Chat, Email, WhatsApp, In-App)  Ticketing & CRM Management  Knowledge Base & SOP Documentation  Customer Retention & Feedback Systems  Support Process Automation     SaaS Onboarding & Product Walkthroughs Data Reporting & Performance Analytics Account & SLA Management Remote Team Collaboration TOOLS AND CERTIFICATIONS  CRM & CS Platforms: Zendesk, HubSpot, Zapscale, Gainsight,Qualtrics, Onboard, Appcues.  Productivity: Notion, Monday.com  Data & Analytics: Google Sheets, Excel Dashboards, Hotjar  Communication & Collaboration: Slack, Teams, Zoom, Calendly, Loom  Certifications: Certified Customer success specialist (CCSS), CCSE EXPERIENCE Crowfran Innovations Remote Customer Success Associate April 2025 -Present  Owned customer relationships end-to-end by managing onboarding, training, support, renewals, and ongoing engagement for hospitality software clients.  On boarded and trained 30+ hotel and restaurant accounts using structured walkthroughs and live demos, reducing onboarding time by 35%.  Delivered online product demos and refresher sessions via Zoom and in-person visits, increasing active feature usage by 28%.  Conducted Quarterly Business Reviews (QBRs) with key accounts using usage reports, support trends, and adoption metrics to identify service gaps, risks, and expansion opportunities.  Designed and distributed customer satisfaction surveys (CSAT & NPS) using online survey tools, analyzed feedback, and implemented corrective actions that improved engagement and retention.  Monitored account health scores and usage data to proactively engage at-risk customers and reduce churn by 22%.  Coordinated renewals and payment follow-ups with customers and internal finance teams, reducing delayed renewals by 22%.  Conducted periodic account reviews with reporting manager, highlighting service issues, usage gaps, revenue risks, and action plans.  Maintained accurate client records by updating CRM data, interaction logs, and account status in line with internal work norms.  Collaborated with Product, Tech, and Operations teams to resolve recurring issues and improve customer experience. Crowfran Innovation Remote Customer Support Specialist Jan – Mar 2025  Handled 150+ daily customer interactions via email, live chat, and ticketing systems, achieving 95% first-contact resolution.  Resolved technical and usage-related issues using Zendesk, improving ticket resolution efficiency by 40%.  Reduced average response time by 25% through structured workflows and prioritization rules.  Maintained SLA targets at 98% by following escalation procedures and internal support standards.  Built and updated a 10+ article knowledge base, reducing repetitive tickets by 30%. Freelance Remote Account Manager Nov 2019 – Feb 2025  Managed long-term client relationships for wholesale and retail accounts, driving 35% YoY revenue growth.  Acted as primary point of contact for client issues, requests, and escalations, maintaining high customer satisfaction. Ecomed Pharmaceuticals Limited Accounts Manager      Onsite Jan 2022 – April 2024 Managed a portfolio of 20+ enterprise clients, ensuring smooth service delivery and issue resolution. Handled client queries, complaints, and service requests, maintaining 95% client retention. Coordinated internally with Production, QA/QC, Supply Chain, and Regulatory teams to resolve issues and meet deadlines. Reduced onboarding cycle by 20% by improving documentation and client communication processes. Provided regular account updates and reports on service performance and operational risks. EDUCATION University of Nigeria, Business Administration; Major in Accounting (B.Sc) Nsukka, Enugu