Julia Msendoo Azande

Julia .M. Azande Customer Success Representative ABOUT ME ! I am a Customer Success professional with over 5 years of experience delivering client support and driving satisfaction in fast-paced environments across the UK, US, and Nigeria. In my previous role, I managed accounts, onboarded clients, and resolved 80+ inquiries weekly, achieving a 93% CSAT score and reducing churn by 18%. I have a proven track record of leveraging CRM tools ( GoHighLevel, HubSpot, Freshdesk) and communication workflows to improve retention, boost upsells, and enhance the overall customer journey. My approach blends empathy with data-driven strategies: listening to customers, resolving issues quickly, and building long-term trust. From increasing repeat business by 20% to improving training efficiency for new hires by 30%, I thrive in roles where customer advocacy directly contributes to business growth. Get in touch- 👤 LinkedIn SKILLS Julia .M. Azande 1 🧠📈📚 CUSTOMER SUCCESS & SERVICE Client onboarding & Training Relationship management (B2B & B2C) First Call Resolution (FCR) Escalation handling & Conflict resolution Account expansion & Upseling 🧠📈📚 👨‍💻 🖥 📱 TECHNICAL SKILLS CRM : GoHighLevel, HubSpot, Freshdesk Collaboration: Slack, MS Teams, Google Workspace Project Management: Asana, ClickUp Multichannel support: Email, Chat, Phone, Cold calling PROCESS & STRATEGY Customer journey optimization Knowledge base creation & training material Data entry & reporting Workflow optimization ( reduced response times, improved handling) ACHIEVEMENTS Julia .M. Azande 2 📈 Maintained 95% customer retention rate by resolving 100+ daily inquiries. 📈 Increased account upgrades by 22% through usage-based engagement. 📈 Reduced churn rate by 18% in Q1 2024 via improved onboarding. 📈 Cut average handling time by 15% with optimized workflows. 📈 Boosted repeat business by 20% with accurate CRM followups. CASE STUDIES Case Study 1 - Turning Around a Frustrated Customer Situation : A high-value client frustrated with recurring issues, considering churn. Action : Took ownership, coordinated across teams, provided proactive updates. Result : Issue resolved within 48hrs; client renewed annual contract and increased spend. Case Study 2 - Streamlining Onboarding Situation : New users struggled with setup. Action : Built a clear onboarding checklist, hosted walkthroughs, and improved docs. Julia .M. Azande 3 Result : Reduced onboarding completion time from 7 days to 3 days; churn down by 18%. Case Study 3 - Driving Upsells Situation : Existing customers under-utilizing premium features. Action : Introduced tailored success check-ins & usage tips. Result : Increased account upgrades by 22%, directly contributing to revenue. Case Study 4 - Knowledge Base Creation Situation : Support volume high due to repeated queries. Action : Created 20+ help articles and FAQs. Results : Self-service adoption improved; ticket volume reduced by 30%. SAMPLE COMMUNICATION 📌 Email Response (Customer Issue Resolution) Scenario: A customer can’t log into their account and is frustrated. Email Example: Subject: Helping You Access Your Account Hi David, Thank you for reaching out — I completely understand how frustrating it can be not to access your account. I’ve checked your profile and noticed that the issue is related to a recent password reset. Here’s what you can do right now: Clear your browser cache and cookies. Try resetting your password again using this secure link: [——-]. Julia .M. Azande 4 I’ve also escalated this to our technical team, and I’ll personally follow up with you within the next 24 hours to ensure everything works smoothly. Please let me know if you’re able to log in in the meantime. Best regards, Julia Azande Customer Success Representative 📌 Chat Transcript (Quick Resolution) Scenario: A customer asks about their billing. Chat Example: Customer: Hi, I was just charged twice for my subscription. Julia: Hi Janet, thank you for bringing this up! I can see how that would be concerning. Let me quickly check your account. Customer: Thanks. Julia: I’ve confirmed there was a duplicate charge due to a system error. I’ve already processed a refund for you it should reflect in your account within 3–5 business days. Customer: Great, thank you so much. Julia: You’re very welcome! I’ll also keep an eye on your account to make sure this doesn’t happen again. Is there anything else I can help you with today? 📌 Knowledge Base Guide (Self-Service Example) Scenario: Customers often ask how to update their billing information. Guide Example: How to Update Your Billing Information 1. Log in to your account at [website link]. 2. Go to Settings > Billing. 3. Click Update Payment Method. Julia .M. Azande 5 4. Enter your new card details and select Save. 5. You’ll receive a confirmation email once the update is complete. Tip: If you don’t see the confirmation email within 10 minutes, check your spam folder or contact support at-. TESTIMONIALS ‘’I worked with Julia on multiple ‘’Julia consistently goes above and onboarding projects. Her training materials and 1:1 sessions were beyond for our clients. Her proactive follow-ups and clear communication clear, patient, and measurable, helped us keep our churn under onboarding completion went from an average of 7 days down to 3. control’’. She’s great at simplifying complex processes for customers’’. – Marta Kovacs, Customer Success Manager, LuminaTech Solutions – Chidera Nwosu, Training lead, Divas Fashion House ‘’Julia’s onboarding checklist and walkthroughs cut new-customer ramp time significantly. She’s detail-oriented and action-focused’’. – Emma Wright, Head of Support, Canopy Roofing EDUCATION & CERTIFICATES Bachelor’s Degree, Nursing - University of Pecs, Hungary Customer Success Manager Certification - HubSpot Academy Julia .M. Azande 6 Customer Support Fundamentals - Coursera Virtual Assistant Program - ALX CONTACT Let’s connect! I’d love to bring my skills in client success and service to your team → Julia .M. Azande ✉️ - linkedIn : https://www.linkedin.com/in/juliaazande- 7