Kingsley Chukwuma

Kingsley Chukwuma ​ Professional Summary Customer-focused onboarding and community specialist with a strong background in Zendex, CRM, and other SaaS-style platforms, client education, and relationship management. Proven ability to guide customers from first touch to value realization through clear communication, empathy, and structured onboarding workflows. Passionate about helping businesses grow revenue through effective customer services. Core Skills - Customer onboarding and success - Remote collaboration stack - CRM tools, Slack, Zoom, Trello, Google Workspace, Microsoft Teams, Notion, WhatsApp for Business - Customer satisfaction and retention - Order tracking and troubleshooting - Email and chat support - Product demos and walkthroughs​ ​ - Handling complaints and de-escalation ​ - Community management and customer education ​ - High-empathy communication and problem solving Relevant Experience Content Development and Community Manager — PenxChain (Remote) ​ - Reduced meeting times by 30% by implementing detailed written status updates and documentation - Onboarded and supported new users by guiding them through platform features and best practices ​ - Managed schedules across different regions or handled logistics for external partners - Conducted live demos, answered product questions, and translated technical features into customer value ​ - Managed inbound customer messages and feedback, ensuring timely resolution and satisfaction ​ - Collaborated with designers and developers to improve websites, messaging, and user experience ​ - Supported multiple customers simultaneously while maintaining a high standard of service​ Customer Relationship Officer — MTN Nigeria -) ​ - Managed high-volume subscriber inquiries across MTN's voice, digital, and walk-in channels, sustaining service delivery standards during peak periods and protecting the network's subscriber base from churn driven by unresolved experience failures. ​ - Resolved network, billing, and SIM-related complaints at first contact, cutting escalation backlogs to the technical and back-office teams, reducing operational cost-per-resolution and maintaining SLA targets set by the Nigerian Communications Commission (NCC). ​ - Educated subscribers on MTN's data bundles, MoMo wallet, value-added services, and migration pathways, accelerating product adoption, increasing ARPU (average revenue per user), and converting service interactions into upsell opportunities. - Maintained MTN's Net Promoter Score (NPS) benchmarks by delivering empathetic, brand-consistent interactions, building long-term subscriber trust in a competitive market​ Key Achievements - Author of Why Systems Obey Position, a Canon on Rules, Power and Leverage Power ​ - Built and managed online communities with over 2,400 engaged members ​ - Helped startups generate thousands of leads and hundreds of sales through customer-focused content systems - Author of Fortune 500 Handbook on Teamwork and Effective Customer Service ​ Education Bachelor of Science in Education (B.Sc.Ed) — Accounting​ Certifications & Recognition - TEFL Certification — Teacher Records - Award for Customer Service Professionals — Customer1st International (UK) ​ - Intel RetailEdge Professional — Intel Inc. (USA)