Doris Onyeka Onyejekwe

DORIS ONYEKA ONYEJEKWE [Plot 136 Nyanya Phase IV off Nelson Mandela Road, Abuja]- | [-,-] [https://www.linkedin.com/in/doris-onyejekwe-553a197b] PROFESSIONAL SUMMARY Customer Success Manager with over 12 years of experience serving as the first point of contact for customers in fast-paced and service driven environment while managing tasks effectively. Proven track record of delivering high-quality support, skilled in project coordination, problemsolving, leading operational activities, managing escalations and identifying process improvements. Adept at leveraging customer insights and product expertise to increase satisfaction and retention. CORE COMPETENCIES Excellent verbal and written communication Account management: Effectively managing existing customer accounts to ensure customer satisfaction and repeat business. Customer Retention Strategies: Developing strategies to retain existing customers and reduce churn. Persuasion: Skill in influencing others decisions and gaining buy-in from stakeholders. Upselling and Cross-selling: Identifying opportunities to sell additional products or services to existing clients. Conflict Resolution: Effectively handling and resolving conflicts within clients, customers or within a team. Adaptability: Ability to pivot strategies quickly in response to market changes or customer feedback. Emotional Intelligence: Understanding and managing your own emotions and recognizing the emotions of others to build better relationships. Proficiency in using CRM systems and Project management tools. PROFESSIONAL EXPERIENCE Client Relationship/ Assistant Project Manager Vritansh Technologies and Solutions – Abuja Jan/2023 – Present • Act as the first point of contact, handling inquiries across multiple channels (email, phone, chat) with a focus on quality and timely resolution. • Supervise daily team operations including ticket prioritization, SLA tracking, and escalation management. • Streamlined communication between the firm and clients, ensuring a seamless flow of information and improved client satisfaction. • Collaborate with product and sales teams to ensure smooth project delivery and a seamless customer experience. • Improve Customer satisfaction by addressing concerns and providing accurate information about our services. • Monitor project progress, set deadlines and evaluate project performance. • Plan and develop project ideas. • I also cross-sell and up-sell by offering additional products or enhanced services to increase transaction value and meet customer needs more fully. • Utilized CRM tools to track leads, manage customer data and analyze performances to inform strategic decisions. • Recognized for maintaining customer satisfaction rates above 95%. Client Relationship Officer Laurel Gabe Solutions Intl LTD – Abuja May/2021 – Dec/2022 • Resolved high volumes of customer queries with empathy, patience, and professionalism. • Resolve products or service problem, by clarifying the customers complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution. • Recommend potential products or services to management by collecting customer information and analyzing the information. • Act as the focal point between partners and various internal departments by handling all communication and problem that arise in the relevant accounts. • Supports customer onboarding and provided walkthroughs on platform features. • Escalate technical issues appropriately while following up to ensure resolution and satisfaction. • Implemented a follow-up system that increased customer retention and referrals by 80% Client Relationship Officer Simba Infrastructure Limited (An IT company)– Lagos Feb/2015 – March/2021 • Act as the first point of contact, handling inquiries across multiple channels (email, phone, chat) with a focus on quality and timely resolution. • Utilized CRM tools to track leads, manage customer data and analyze performances to inform strategic decisions. • Ensure continuous monitoring of team member to meet Service level agreement the company have with the customer and also to provide the best service delivery to our customer. • Raise trouble ticket once there is any issue with the customers equipment and also escalate to the Engineers. • Supervise daily team operations including ticket prioritization, SLA tracking, and escalation management. • Generate and analyze weekly and monthly reports to track support KPIs and identify areas for process optimization. • Collaborate with product and sales teams to ensure up-to-date knowledge of service offerings and provide insights into how the department can improve. • Keeping in touch with customers through site visits, telephone calls and correspondence thereby creating cross sell and up sell opportunities. Sales/Project coordinator Simba NET Nigeria LTD (An ISP Company) – Lagos Sep/2014 – Jan/2015 • Responsible for the follow-up on site survey for prospective clients. • Manage all the customers and field operations. • Preparation of sales proposal for the sales team, site surveys and project requirements. • Preparation of service level agreement (SLA) form. • Follow up on installations and project delivery. Client Relationship Officer VPS Technologies (An IT company)– Lagos Nov/2012 – Aug/2014 • Acts as the first point of contact for customers fault as required. I conduct first diagnoses of problems from customers and direct my colleagues for further solutions • Carry out operational/maintenance of customers site installations in companies like Chevron, Unilever, Vitafoam, etc. • Liaises with suppliers (Mainone network, Redington gulf via Cisco, Bytestream) ensuring installations, maintenance, supply is of higher quality. • Prepares project implementation plans and delivers customer projects to specified timescales. I utilize the skills learnt in the Project Management course in effectively delivering this service. EDUCATION [Bachelor of Engineering] [Nnamdi Azikiwe University Awka], [Anambra state, Nigeria] [2009] [West African School Certificate Examination] [Awodi Ora Secondary School], [Lagos state, Nigeria] [2004] [First School Leaving Certificate] [Command Children School Mile 2], [Lagos state, Nigeria] [1998] CERTIFICATIONS & TRAINING • In-Demand IT Skills Training – [Digital Witch Support] – [2025] • Customer Service Techniques – [Emprowess Africa] – [2017] • Certificate in Project Management – [Astute Trainers & Consultants Project Management Training School, Lagos] – [2013] • Certificate in Computer Studies – [Universal Mandatory IT Training AFRIHUB] – [2008] TOOLS & TECHNOLOGIES • CRM: HubSpot, Zendesk, Freshdesk • Communication: Slack, Intercom, Zoom • Lead Generation Tools: Appollo, Lemlist • Project Management Tools: Trello, Asana ACHIEVEMENTS • Improved customer retention by 20% through proactive outreach and efficient case resolution using CRM ticketing system. • Reduced customer ticket backlog by implementing ticket triage strategies. • Reduced response time by optimizing support workflows within HubSpot CRM, leading to increased customer satisfaction scores (CSAT). • Led the transition from email-based support to using CRM tool, improving team collaboration and issue tracking across departments. • Successfully coordinated cross-functional projects and improving team visibility and reducing missed deadlines by 40%. • Managed a remote team of 10+ contributors and ensuring 100% on-time task delivery across different projects. REFERENCES Available upon request.