MICHAEL OBIOMA
Learner Experience l Customer Success l Customer Service l Customer Retention
Address: Abuja, Nigeria
Email:-LinkedIn: www.linkedin.com/in/michael-obioma
Telephone: -
OBJECTIVE
EDUCATION
With over 6 years of experience as a Team Lead in both customer service and customer success, I
bring a wealth of expertise in guiding and motivating teams to achieve exceptional results. Throughout
my career, I have consistently upheld high standards of service delivery and client satisfaction. I am now
seeking a challenging role where I can leverage my leadership abilities to drive team performance and
contribute significantly to organizational success.
Bachelor of Science Education in
Guidance and Counselling
Dec 2012 - Oct 2016
University of Jos, Plateau, Nigeria
KEY SKILLS
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EXPERIENCE
MIVA OPEN UNIVERSITY - Distance learning (Edtech)
Tele-sales Manager
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August 2024 - December 2024
Spearhead the telesales team to achieve and exceed sales targets in the EdTech sector.
Exceeded sales targets by 30% within the first two months
Achieved cash flow positivity within the first two months. Demonstrating immediate impact.
Design and execute strategic telesales initiatives, driving revenue growth.
Train, coach, and mentor team members to enhance product knowledge and sales proficiency.
Analyze sales metrics and customer interactions to identify trends and optimize performance.
Collaborate with marketing to develop impactful, targeted sales campaigns.
Oversee CRM system utilization, ensuring accurate record-keeping and workflow efficiency.
Foster strong client relationships to maximize customer satisfaction and retention.
Stay abreast of industry developments to maintain competitive market positioning.
MIVA OPEN UNIVERSITY - Distance learning (Edtech)
Student Success Lead
- August 2023 - August 2024·
Orchestrated retention programs that significantly bolstered student retention rates by 70%, fostering
a supportive learning atmosphere.
· Partnered with academic departments to introduce support systems, culminating in a noteworthy
25% increase in overall academic achievement and student satisfaction.
· Effectively supervised a student success team, resulting in a remarkable 50% enhancement in
response times and service quality, enriching the academic journey for students.
· Implemented customer-centric policies and procedures, leading to an impressive 85% overall student
satisfaction rate and positively impacting the student support experience.
· Achieved a 25% improvement in inquiry resolution times, promptly and professionally addressing
concerns and complaints, thus maintaining positive student relationships.
· Collaborated with the community engagement team to cultivate a sense of belonging and customer
advocacy among enrolled students.
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Customer relationship
management
Strong communication skills
Empathy and customer
advocacy
Problem solving
Strategic planning
Cross-functional collaboration
Client onboarding
Adaptability
Data analysis
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Technology proficiency
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SOFTWARE AND TOOLS
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Microsoft office package
Zendesk CRM
3cx VOIP
Freshsales
Freshchat
Freshdesk
Leadsquared CRM
PowerBi
Looker studio
Google suite
Clickup
Process maker
Trinket Code Editor
Js Code
Slack
Zoho
ULESSON EDUCATION
Learner Success Lead
April 2022 – August 2023
· Successfully guided numerous new customers through the onboarding process on the learner's
platform, aligning their academic goals with our service's features.
· Effectively managed customer retention and renewals, contributing to a substantial 30% increase in
annual revenue.
· Coordinated touchpoints across the entire customer journey, resulting in an impressive 75%
customer satisfaction rate.
· Served as a key escalation point for resolving customer complaints, leading to a 20% reduction in
escalations and improved first contact resolution.
· Implemented a comprehensive training plan, fostering an increase in team proficiency and
adaptability.
· Analyzed feedback and complaints, driving improvements and achieving a remarkable 75% overall
customer satisfaction.
· Boosted upgrade revenue with a significant 40% increase in product adoption and usage.
· Collaborated closely with cross-functional teams to ensure an exceptional customer experience.
DEVKIDS: 1-1 PREMIUM LEARNING
Customer Success Lead
Feb 2021 – April 2022
· Supervised a team of 10 consultants tasked with resolving customer inquiries and complaints via
telephone.
· Provided hands-on guidance and coaching to ensure alignment with customer experience standards,
service quality, and campaign objectives.
· Prioritized swift resolution and relationship restoration for dissatisfied customers.
· Implemented performance management initiatives to support struggling team members.
· Conducted regular call monitoring to uphold procedural compliance and quality benchmarks.
· Conducted monthly performance evaluations and arranged training sessions for agents needing
improvement.
· Identified opportunities for product and service enhancements based on customer feedback.
· Developed and executed customer success and retention strategies to minimize churn and foster loyalty.
EFAM INTEGRATED LIMITED
Customer support manager
Dec 2017 – January 2021
· Supervised a team of customer support representatives to ensure timely and effective resolution of
customer inquiries and issues.
· Developed and implemented customer service policies and procedures to optimize efficiency and
enhance customer satisfaction.
· Provided leadership and guidance to team members, including training, coaching, and performance
evaluations.
· Managed escalated customer complaints and ensured appropriate resolution while maintaining a positive
customer experience.
· Monitored customer service metrics and KPIs to assess team performance and identified areas for
improvement.
· Implemented strategies to increase customer retention and loyalty through proactive engagement and
support.
· Stayed updated on industry trends and best practices in customer service to continuously improve
service quality.
· Served as a liaison between customers and internal teams to relay feedback and advocate for customer
needs.
CERTIFICATES
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Customersuccessu.org: Customer Success Management Fundamental - March 2024
Commonwealth of learning: Understanding Open Educational resources - March 2024
- December 2023
Commonwealth of Learning: Introduction to Open Schooling
- July 2017
Contact Centre customer experience management programme
