Millicent Umoh

Millicent Umoh Customer Success Manager Customer Retention, Onboarding | Account Management www.linkedin.com/in/millicentumoh (LinkedIn) www.upwork.com/freelancers/ ~01a27f1ee50aa59e3d (Upwork) Top Skills Customer Success Client Onboarding Account Management Operations Management Customer Success professional focused on driving customer retention, effective onboarding, and seamless user experiences. Experienced across the full customer lifecycle, from initial engagement and onboarding to ongoing support and long-term relationship management. Background in customer support, account management, and operations provides a well-rounded perspective on identifying friction points and improving customer journeys. Proactive in resolving issues early, maintaining high customer satisfaction, and ensuring consistent product adoption. Skilled in managing high volumes of customer interactions across multiple channels while maintaining strong client relationships and structured internal processes. Brings an operational mindset with strong attention to detail, accountability, and follow-through. Proficient in tools including HubSpot, Zendesk, Intercom, GoHighLevel, Notion, Airtable, Asana, Trello, Jira, and Google Workspace, with a focus on improving workflows, communication, and efficiency. Approach is straightforward. Clear onboarding, consistent communication, and reliable execution. This drives retention, improves customer satisfaction, and supports scalable operations. Experience Upwork Customer Success & Operations Specialist (Formerly General Virtual Assistant) January 2021 - Present Remote Started as a General Virtual Assistant, providing administrative and operational support Progressed into an Operations Assistant roles, managing workflows, coordinating tasks, and improving processes Transitioned into Customer Success, focusing on client onboarding, relationship management, and retention Handled customer inquiries, resolved issues, and ensured a positive client experience across multiple channels Collaborated with teams to streamline operations and support business growth Bet Revolution Customer Support Representative April 2017 - January 2021 ( Nigeria Led a team of 5 customer service representatives, ensuring the delivery of exceptional service to over 10,000 customers weekly. Implemented training programs that improved team efficiency by 25%, resulting in a 30% reduction in average response time. Developed and enforced customer service protocols, resolving 95% of customer complaints on the first contact. Optimized workflows and enhanced team performance contributing to a 20% increase in customer satisfaction ratings. Center for Alternative Dispute Resolution Front Office Staff January 2015 - April 2017 Abuja Greeted clients and visitors, creating a professional and calm first impression Answered phone calls, emails, and direct inquiries appropriately Scheduled and managed mediation or arbitration appointments Coordinated availability of mediators, clients, and meeting rooms Handled client intake, distributed and collected forms and documents Maintained accurate and confidential records Provided administrative support, prepared rooms and assisted with logistics Managed basic office tasks like supplies and documentation Maintained neutrality, professionalism, and discretion at all times Education University of Uyo Bachelor of Arts (B.A.), Communication Arts · (November 2009 - October 2014)