Ndidiamaka Aji

NDIDIAMAKA AJI CUSTOMER SUCCESS MANAGER PROJECT MANAGER Professional Summary Highly motivated and results-oriented Customer Success Specialist with over 3 years of experience exceeding customer expectations. Proven ability to manage client relationships, troubleshoot issues, and drive product adoption, leading to increased customer satisfaction and retention. Adept at clear communication, problem-solving, and utilizing technology to deliver exceptional customer service. Eager to leverage skills and experience to contribute to a dynamic team. Education Institute of Management and Technology Enugu Higher National Diploma in Insurance -) - Upper Credit National Diploma in Insurance -) - Upper Credit Professional Experiences Customer Success Manager /Project Management Trainee Celestial Crafters, Nairobi, Kenya (Remote) • Responding to customer inquiries via email and chat, ensuring prompt resolution and exceeding satisfaction target • Supporting senior project managers in planning, executing, and monitoring customer implementation projects, fostering successful project lifecycles and client onboarding • Conducting outbound calls to clients, canvassing about services and identifying potential opportunities for collaboration. • Collaborating with the project team to track and monitor project progress from initiation to completion, ensuring timely delivery and client satisfaction. Key Achievement: Increased outbound call outreach by actively reaching out to 50+ clients daily. Customer Success Specialist TD Africa Distribution, Lagos State (Mar 2022 - Dec 2023) • • • • • Managed a portfolio of over 150 clients, ensuring successful onboarding, adoption, and ongoing value realization of the company's products/services. Increased customer retention by 25% through proactive account management, identifying and addressing potential roadblocks. Delivered high-touch customer support, resolving inquiries promptly and exceeding targets by 50% Assisted in tracking products deliveries to customers Responded to clients via inbound and outbound calls, email, physical meetings, and live chat Customer Service Representative GB Foods Limited, Lagos State (Jun 2020 - Feb 2022 • Provided exceptional support and tailored recommendations to address customer needs, resulting in a 15% increase in customer retention • Assisted in gathering customer and distributor concerns. • Managed a portfolio of 100+of high value customers resulting to 15% increase in customers retention • Participated in organizing promotional activities, exceeding sales targets by 50%. Key Achievement: Reduced escalation rate by 30% Administrative Assistant DE- United Food Industry Limited, Lagos State (Aug 2017 - Feb 2020) • Responded to customer inquiries via, phone, email, or in person • Escalated unresolved issues to the appropriate internal team and followed up for prompt resolution. • Collaborated with the internal team to ensure timely order fulfilment and delivery Key Achievement: successfully increase customer satisfaction to 20% within 3 months SOFT SKILL • • • • • Customer Success: Onboarding, Account Management, Customer Retention, Product Adoption Communication: Verbal & Written Communication, Active Listening Problem-Solving & Technical Skills: Troubleshooting, CRM Software (Freshdesk, Intercom, Zoho, HubSpot) Organization & Time Management: Attention to Detail, Multitasking Empathy and Emotional Intelligence SOFTWARE SKILLS Microsoft suite, google tools, Canva, Slack, Freshdesk, Intercom, Zoho and HubSpot CERTIFICATIONS Customer Relationship Management (Udemy 2024) Diploma In Customer Service Basics (Alison 2024) Jobber Man Soft Skills (Jobber Man 2024) Best Practices in Customer Support (Udemy 2023) Dexa Project Management (Dexa 2023) Fundamentals of IT (Coursera 2022) Customer Service Problem Solving and Troubleshooting (LinkedIn learning 2022) PORTFOIO LINK My portfolio