Gift Ugonnaya Bello

GIFT UGONNAYA Abuja F.C.T. (- --- Linkedin PROFESSIONAL SUMMARY Customer Support and Virtual Assistance professional with over 5 years of experience in providing exceptional client service, managing virtual operations, and driving customer success in various industries. Currently a Customer Success Manager at Hyperlify, I bring expertise in CRM management, problem resolution, lead generation, and project management. With certifications in Customer Success and IT support, I'm committed to optimizing customer experiences and improving team collaboration to achieve business goals. SKILLS ● Customer Success & Support ● Virtual Assistance ● IT Support ● Appointment Management ● CRM Tools: HubSpot, Freshdesk, Zendesk, Intercom ● Project Management Tools: Trello, ClickUp, Monday.com, Asana ● Google Workspace & Microsoft Office Suite ● Telemarketing & Cold Calling ● Lead Generation & Client Retention ● Social Media Management ● Slack, Microsoft Teams, Loom ● Airbnb Management ● Strategic Thinking & Target-Driven ● Time Management & Organizational Skills WORK HISTORY 09/2024 to Current Customer Success Manager Hyperlify – F.C.T-Abuja ● Decreases customer churn by conducting tailored onboarding sessions for clients, followed by targeted check-ins to address pain points and increase product satisfaction. ● Onboards over 100+ clients monthly, offering customized training and support that led to a 25% increase in product adoption rates, significantly improving the customer retention curve. ● Partners with cross-functional teams to revamp the customer feedback loop, increasing positive reviews and client satisfaction scores. ● Spearheads monthly educational webinars, driving a 10% increase in feature usage by demonstrating product capabilities and best practices to empower customers to fully leverage the platform. 01/2020 to 01/2023 Sales Manager NeoLife SaladMaster – F.C.T, Abuja ● Led a team of 10+ sales representatives and achieved a 20% increase in monthly sales, surpassing sales targets consistently for over 12 months. ● Streamlined the sales process, resulting in a 15% reduction in lead-to-conversion time by integrating automated CRM tools like HubSpot. ● Developed and implemented customer support processes, which increased client satisfaction by 25% by improving response times and quality of interactions. ● Oversaw the execution of 50+ promotional campaigns, directly contributing to a 35% increase in product awareness within key market segments. ● Built and maintained long-term relationships with high-value clients, ensuring a 30% year-over-year increase in repeat business. 09/2016 to 09/2019 Customer Service Officer Access Bank Plc – F.C.T, Abuja ● Managed high-volume customer inquiries daily, maintaining a 98% satisfaction rating by resolving issues efficiently across multiple channels (phone, email, in-person). ● Collaborated with cross-functional teams to enhance customer feedback systems, leading to an improvement in customer retention rates. ● Provided training to new hires on customer service best practices, contributing to improvement in first-call resolution within six months. ● Aided the Development of a customer service manual that standardized processes across the branch, reducing inconsistencies and improving client communication. 08/2015 to 11/2015 Sales Representative MTN (Solar Energy) – F.C.T, Abuja ● Increased sales by 10% within the first three months by conducting targeted product demonstrations and delivering exceptional customer service. ● Successfully converted 30% of leads into paying customers, leveraging strong communication and persuasive sales techniques. ● Assisted with customer follow-ups, increasing retention rates by 25% within 4 months. ● Worked closely with the marketing team to identify and pursue new market segments, resulting in a 15% increase in market penetration. 08/2012 to 09/2013 Customer Service Specialist Skye Bank Plc – F.C.T, Abuja ● Successfully handled over 200 customer inquiries weekly, maintaining a 95% client satisfaction rate by delivering prompt and accurate solutions. ● Collaborated with management to streamline customer complaint resolution processes, reducing resolution time by 40%. ● Conducted training on customer interaction tools (such as CRM systems), contributing to a 15% boost in team performance. ● Managed a portfolio of 100+ high-value clients, fostering relationships that resulted in a 30% increase in repeat business. 06/2011 to 10/2011 Laboratory Technician La'Danat Diagnostic Laboratory – Kaduna EDUCATION 2015 Higher National Diploma: Biological Science Abia State Polytechnic - Aba TRAINING AND CERTIFICATIONS ● Customer Success Manager Fundamentals — CustomerSuccessU.org (May 2024) ● Virtual Assistance Professional Certificate — Digital Exchange Academy (May 2024) ● IT Support Skills Training — Digital Witch Academy (April 2024) ● Customer Service Skills — Alison (March 2024) ● Soft Skills Training — Jobberman (March 2023) ● Freshsales CRM Admin Fundamentals — Freshbook Academy