Esther Ngozika

ESTHER NGOZIKA | CUSTOMER SUCCESS SPECIALIST - Lagos, Nigeria | -| LinkedIn PROFESSIONAL SUMMARY Experienced Customer Success professional with over 5+ years experience, dedicated to maximizing client value and achieving business objectives. Maintained a 95% customer satisfaction rate through proactive engagement. Advised engineering leaders, improving efficiency by 15% and project timelines by 20%. Known for strong client relationships, exceptional support, and driving 25% higher retention and 30% growth in referrals. Committed to fostering long-term partnerships and ensuring continuous customer success. CORE COMPETENCES/SKILLS Attention to Detail Time Management Microsoft Word/PowerPoint/Outlook/Excel Conflict Resolution Effective Communication Skills Teamwork and Collaboration Emotional Intelligence Trouble shooting skills Problem Solving Skills & Critical Thinking Customer Relations Management RELEVANT EXPERIENCE CUSTOMER SUCCESS SPECIALIST August 2022 - Till Date Boomplay Tracked and documented customer requests, ensuring a comprehensive understanding, and achieved a 20% improvement in timely resolutions. Evaluated client tickets and streamlined resolution processes, resulting in a 15% reduction in average resolution time and maintaining 95% ticket accuracy. Facilitated flexible video/phone calls with clients, enhancing engagement by 10% through effective communication strategies. Maintained metrics by consistently meeting or exceeding quarterly CSAT score goals of 90%, improving response time by 25%, and enhancing ticket rating by 15%. Gathered and analyzed client feedback to derive 3-5 actionable insights per quarter, resulting in a 10% increase in sales potential and enhanced customer satisfaction. CUSTOMER SUPPORT EXECUTIVE June 2020 - August 2022 Boomplay Performed administrative tasks and assisted in executing business solutions, contributing to a 20% improvement in operational efficiency. Successfully entered and validated data in the company database, maintaining a 98% accuracy rate. Utilized automated information aggregators to analyze and update data, reducing update time by 15%. Generated data reports, entered company findings, and performed backups, ensuring data integrity and accessibility increased by 10%. Supported cross-departmental data entry and project transitions promptly, maintaining smooth workflow operations. EDUCATION Bachelors of Science BSc. |National Open University | information Technology CERTIFICATIONS AND COURSES Digital Marketing Certification-Hubspot Academy(May 2023- June 2024) Success Coaching CCSM Level 1 (2022) Diploma in Project Management, Alison(November 2021) Customer Service Foundations, LinkedIn (March 2022) Introduction to data analytics, Simplilearn (June 2022) TOOLS Microsoft word-Microsoft Excel -Zendesk - Livechat - Trello - MailChimp - HubSpot – Microsoft Teams- Airtable Canva - StoryChief - Socialbee - Buffer – Zoho CRM - Asana - Zoom – Notion – SurveyMonkey- Calendly–