JULIA AZANDE
CUSTOMER SUCCESS REPRESENTATIVE
- |-| https://www.linkedin.com/in/julia-azande- |
Pecs, Hungary
PROFESSIONAL SUMMARY
Results-driven Customer Success Representative with 5+ years of experience in delivering exceptional client
support and driving customer satisfaction in fast-paced environments. Proven ability to build strong customer
relationships, manage accounts, and improve retention by up to 95%. Skilled in CRM tools (GoHighLevel),
customer journey optimization, and multichannel communication (email, chat, calls). Adept at managing
inbound/outbound communications, resolving conflicts, and leveraging data-driven strategies to enhance
customer experiences. Track record of driving revenue through upselling, personalized service, and proactive
issue resolution.
KEY SKILLS
• First Call
Resolution
(FCR)
• Upselling &
Account
Expansion
• CRM Systems
(GoHighLevel)
• Cold Calling & Email
Outreach
• Freshdesk/ HubSpot
•
Customer Onboarding
•
B2B & B2C
Communication
•
Customer Journey
Optimization
•
Email & Chat Support
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Cross-functional
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Efficient
Documentation
Inbound & Outbound
Calling
Client Retention
strategies
Remote Collaboration
Tools (Slack, Teams)
Cold Calling & Email
Outreach
Data Entry &
Reporting
Troubleshooting &
Issue Escalation
Google Workspace &
Microsoft 365
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SKILLS HIGHLIGHT
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Proficient in handling 100+ inquiries daily across email, chat, and phone with a 95% customer retention
rating.
Proficient in GoHighLevel for tracking customer interactions, maintaining records, and driving a 20%
increase in repeat business.
Proven success in reducing average response times by 20% through efficient communication workflows
and follow-up systems.
Experienced in upselling services and products based on customer feedback and usage, directly
contributing to quarterly revenue goals.
Collaborated on developing and refining training materials and care procedures, improving new hire rampup efficiency by 30%
Strong multitasker with the ability to manage multiple conversations while maintaining accuracy and
empathy in high-pressure environments.
WORK-RELATED EXPERIENCE
Customer Success Associate — LuminaTech Solutions, UK (Remote)
May 2023- Present
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Managed customer accounts across the UK and US, resolving 80+ inquiries weekly via chat, email, and
calls, achieving a 93% customer satisfaction (CSAT) score.
Onboarded new users and provided product walkthroughs, helping reduce churn rate by 18% in Q1
2024.
Identified upselling opportunities and implemented usage-based engagement strategies, contributing to a
22% increase in account upgrades.
Collaborated with product and support teams to resolve escalated issues, log customer feedback, and
improve help center documentation.
Conducted monthly success check-ins and satisfaction surveys, building long-term relationships with
high-value clients across industries.
Customer Success Representative — Canopy Roofing, Remote
Oct 2023 – Jan 2024
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Delivered multichannel support to clients via email, chat, and phone, managing over 100 inquiries daily
with 95% retention.
Maintained CRM accuracy using GoHighLevel, improving follow-up processes and increasing repeat
business by 20%.
Resolved support requests with a response time under 10 minutes, reducing customer wait time by 20%
and improving satisfaction.
Educated customers on service offerings, guiding them through onboarding and upselling additional
services aligned with their needs.
Customer Service Representative — Divas Fashion House, Nigeria
(Oct 2022 – Jul 2023)
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Increased customer retention by resolving issues proactively and following up pending complaints.
Consistently exceeded quarterly sales goals by leveraging upselling techniques and product knowledge.
Co-created customer service strategies and training materials, improving new staff onboarding speed by
30%.
Helped reduce average handling time by 15% through improved internal process and coordination.
EDUCATION
Bachelor’s Degree, Nursing – University of Pecs, Hungary
Virtual Assistant Program – ALX
CERTIFICATION AND TRAINING
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Customer Success Manager Certification – HubSpot Academy
Customer Support Fundamentals - Coursera
