Jake Akaghanwansi

TOCHUKWU AKAGHANWANSI Customer Success Manager · Remote Support Specialist Nigeria · Remote PROFESSIONAL SUMMARY Customer Success Manager with 7+ years of experience supporting global customers across SaaS, wellness, insurance, and legal industries, entirely remotely. I've built onboarding programs from scratch, turned frustrated customers into loyal ones, and consistently grown revenue by making sure people actually succeed with the products they buy. I bring structure to chaos, move fast without dropping the ball, and communicate in a way that makes customers feel genuinely taken care of, not just processed. PROFESSIONAL EXPERIENCE Customer Success Manager May 2022 – Present Natural Health Resources · Fort Worth, Texas · Remote • Rebuilt the multi-channel support strategy across phone, chat, email, and social media, doubling customer satisfaction scores within the first year and setting a new performance benchmark for the team. • Diagnosed the root causes behind repeat support tickets and led a technical troubleshooting overhaul that cut repeat contacts by 65% and slashed average resolution time from 48 hours to 12 hours. • Personally ran 100+ customer onboarding demos weekly via Zoom and webinars, resulting in an 87% drop in post-setup support requests, because customers actually knew how to use the product before going live. • Generated $1.2M in expansion revenue through targeted upselling conversations, exceeding revenue targets by 34% for 8 consecutive quarters, by listening to what customers needed, not just pushing upgrades. • Redesigned the team's internal knowledge base, cutting average handling time by 40% across a support team of 15 agents and reducing the time spent searching for answers during live customer interactions. • Identified and eliminated the top recurring product pain points through structured process improvements, delivering a 70% reduction in product complaint tickets over 12 months. • Managed 500+ administrative workflows weekly with 99% accuracy in documentation, keeping CRM records clean, communication logs complete, and nothing falling through the cracks. • Built and managed a social media engagement strategy handling 200+ daily customer interactions on YouTube and Instagram, growing follower engagement by 78% and turning the community into a retention asset. Customer Support Specialist Jan 2019 – Aug 2021 Kirkendall Dwyer LLP · Dallas, Texas · Remote • Handled 70+ banking and financial customer inquiries daily, consistently achieving a 92% first-call resolution rate, meaning most customers got their answer and moved on without needing to call back. • Redesigned the team's troubleshooting protocols to handle 200+ technical issues daily more efficiently, lifting customer satisfaction scores by 27% while keeping quality scores above 96%. • Led process efficiency improvements that reduced average handling time by 32%, without any drop in quality, demonstrating that speed and care are not mutually exclusive. Inbound Center Agent Jan 2018 – Jan 2019 Getfit · Remote • Created a relationship management training program that was adopted company-wide, directly contributing to a 15% improvement in customer satisfaction scores across the team. • Resolved complex billing disputes for 200+ customers daily, achieving a 94% satisfaction rating, turning what are typically the most frustrating customer interactions into positive ones. • Converted 38% of 50+ daily inbound sales leads into active customers through consultative communication, by understanding the problem first and presenting the solution second. EDUCATION & CERTIFICATIONS Bachelor of Arts, Communication Studies Certified Customer Service Professional (CCSP) Remote Work Professional Certification Imo State University, Nigeria ·- TECHNICAL SKILLS CRM & Support Platforms: Zendesk · Freshdesk · Salesforce Service Cloud · Intercom Project Management: Asana · Monday.com · Trello · Jira Communication & Collaboration: Zoom · Google Meet · Microsoft Teams · Slack Social Media & Community: Hootsuite · Sprout Social · Buffer · Social Studio Productivity: Google Workspace · Microsoft Office 365 · HTML basics · 70+ WPM CORE COMPETENCIES Customer Onboarding & Retention · Revenue Expansion & Upselling · Multi-channel Remote Support · Process Improvement & Workflow Design · Technical Troubleshooting · CRM Administration & Data Analysis · Cross-functional Collaboration · Customer Journey Optimisation · Crisis Resolution · Community & Social Engagement