Cynthia Mbadugha

NGOZI CYNTHIA MBADUGHA 11A Debartho Estate, Amuwo-Odofin, Lagos State, Nigeria - |- Objective Dynamic and results-driven Customer Success and Support Specialist with over 10 years’ experience in SaaS environments, customer service leadership, and relationship management. Skilled in guiding clients through the customer lifecycle, from onboarding and product adoption to renewals and upselling, while leveraging CRM tools like Salesforce, FreshBooks, and QuickBooks to enhance satisfaction, retention, and revenue growth. Key Skills Customer Success & Client Relationship Management SaaS Product Adoption & Onboarding Technical Troubleshooting & Support (Email, Chat, Phone) CRM Tools: Salesforce, FreshBooks, QuickBooks, Zendesk Knowledge Base Creation & Documentation Customer Retention Strategies & Upselling Leadership & Team Coaching Data-Driven Decision Making Time Management & Process Improvement Professional Experience Relationship Management Executive Optiva Capital Partners | Festival Mall, Festac, Lagos, Nigeria April 2024 – Present Manage key client accounts, increasing customer retention and driving business growth. Guide customers through onboarding, ensuring full product adoption. Resolve inquiries and provide technical support across multiple channels. Identify upselling opportunities, increasing client spend by 15%. Collaborate with sales and marketing to create personalized engagement strategies. Customer Service Supervisor Wealthy Empire Concepts | Surulere, Lagos, Nigeria Jan 2020 – Mar 2024 Led and coached a team of 3, achieving a CSAT score of 95%+. Developed training programs that improved first-contact resolution rates by 20%. Managed escalations and implemented proactive solutions to reduce repeat issues. Analyzed customer feedback to improve service delivery and streamline processes. Customer Service Agent Tech Mahindra (Airtel Nigeria) | Abeokuta, Ogun State, Nigeria Oct 2012 – Oct 2019 Resolved an average of 150+ tickets weekly, meeting SLA targets. Provided backend technical support for call centers, shops, and corporate clients. Managed VIP accounts, ensuring priority resolution and satisfaction. Handled VAS, network, billing, and data service issues. Customer Care Officer / Database Administrator International Data Management (NIIT) | Abeokuta, Ogun State, Nigeria Aug 2011 – Sep 2012 Assisted customers with product/course selection and onboarding. Maintained accurate database records for registrations, attendance, and payments. Promoted new services, increasing enrollment rates by 18%. Education Virtual Assistant Certification, ALX Africa – 2024 B.Sc. Mass Communication, Abia State University – 2007 Interests Traveling | Learning New Skills | Personal Development