Maryjane Ihejirika

Maryjane Ihejirika

$9/hr
Customer Success & Support Specialist
Reply rate:
-
Availability:
Hourly ($/hour)
Location:
Surulere, Lagos, Nigeria
Experience:
6 years
Maryjane Ihejirika Customer Success Strategist | Onboarding & Retention Specialist | Healthcare & SaaS- - Lagos, Nigeria (Remote & Flexible) LinkedIn PROFILE Customer Success Leader with 6+ years of experience driving retention, scaling support operations, and optimizing onboarding across healthcare, fintech, and logistics. Known for transforming reactive support into proactive strategy by improving customer satisfaction, reducing churn, and boosting lifetime value. Adept at managing high-volume remote workflows across global time zones with deep CRM proficiency in HubSpot, Freshdesk, Intercom, and Zohoplus. Skilled at building scalable support systems, automating touchpoints, and delivering personalized walkthroughs that turn new users into loyal advocates. SKILLS Key Skills — Inbound & Outbound Customer Support | Product Education | Product & Customer Compatibility Live Chat & Email Communication | Scheduling & Shift Coordination | Timecard Audit and management | Feature Adoption | Payment Follow-ups | Escalation Handling | Customer Onboarding & Retention | Documentation & Credentialing Verification | Process Improvement | Empathy-Driven Service | Multitasking & Problem Solving | CST/EST/PST Time Zone Flexibility Technical Tools — HubSpot | Dialpad | Intercom | Freshdesk | Freshsales | ZohoPlus | Tawk.to | 3CX | Dialpad | Ameyo | Remita | Trello | Google Workspace | Slack | Notion Remote Work Readiness — High-Speed Internet | Quiet Workspace PROFESSIONAL EXPERIENCE Customer Success and Onboarding Specialist, Switch Care Spearheaded the onboarding of 3,000+ healthcare Providers across five U.S. states, streamlining credentialing and engagement processes to reduce onboarding time by 40%. Oversaw accurate timesheet processing and compliance audits, enabling the company to deliver its largest payout ever, over 2,000 provider payments processed in April 2025. Used HubSpot and Dialpad to manage 50+ daily tickets via phone, email, and live chat reducing first response time by 30% and improving satisfaction metrics across the board. Led end-to-end provider support across scheduling, payroll management, and compliance, supporting a 100% increase in active facility partnerships (from under 100 to 200+) in just 10 months. Collaborated cross-functionally with product and ops teams to troubleshoot provider pain points, resulting in faster escalations and better case/appeal resolution. Jun 2024 – present Remote - Texas, US Territory Customer Success Associate, Field Intelligence Managed 120+ pharmacy accounts, boosting customer retention and satisfaction by tailoring onboarding and proactive support. Increased product adoption by 14% through feature custom education and hands-on walkthroughs which in turn increased subscription to the Credit Plan and reduced churn rate. Reduced outstanding receivables by 22% via strategic follow-ups and custom payment plan negotiations according to business revenue. Collaborated with Sales and Marketing teams to uncover upsell opportunities, generating 15% increase in monthly revenue. May 2023 – Mar 2025 Remote, Lagos • • • • • • • • • Customer Support Lead, LipaLater Group Led onboarding for new users in the West African market, including KYC verification and vendor matching, ensuring smooth adoption despite infrastructure challenges. Negotiated product improvements and interest rate adjustments (from 7.5% to 5%) with internal stakeholders, boosting first-time usag and strong market competition. Analyzed daily and weekly credit disbursement data to evaluate credit usage trends among active and inactive customers, identifying underserved areas and customer churn patterns. Insights enabled strategic partnerships and optimized logistics, resulting in increased credit utilization in low-access regions. Developed live walkthrough scripts that improved onboarding completion rates by 30% and reduced common roadblocks like low credit limits and vendor limitations. Increased lead-call conversion rates by 25% within 90 days, contributing directly to daily sales volume of ₦900,000+. Apr 2022 – Jan 2024 Remote, Kenya Customer Success Executive, Turbocart Boosted lead-to-client conversion by 12% through persuasive outreach and CRM-led tracking. Shortened vendor onboarding by 10% by simplifying evaluation steps and documentation requirements. Jun 2021 – Feb 2022 Remote, Lagos Customer Support / Order Fulfillment Officer, Azarai Jewelers Managed 70+ daily support tickets across chat, email, and phone; decreased average resolution time by 20%. Educated clients on luxury products and care policies, increasing repeat customer rate. Dec 2018 – Jan 2020 Lagos • • • • • • • • • EDUCATION AND CERTIFICATION B.A. History and International Studies University of Benin – Edo State EF SET C2 English Proficiency Certified Customer Success Specialist, CustomerSuccessU Strategic Customer Success Management, CustomerSuccessU Customer Service Skills: Communicating Complex Products with Confidence , LinkedIn Learning. • • • •
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