Okuma Efe Benjamin

BENJAMIN OKUMA CUSTOMER SUPPORT & RETENTION SPECIALIST Delta State, Nigeria PROFESSIONAL SUMMARY Results-driven Customer Support Representative with 4+ years of experience in CRM operations, high-volume inquiry resolution, data analysis, and process optimization. Proven track record of reducing repeat contacts by 40%, improving first-contact resolution by 25%, and driving satisfaction scores above 95% through proactive outreach, trend analysis, and cross-functional collaboration. Skilled in Zendesk, Salesforce, Freshdesk, and Google Workspace; quick learner for new platforms like Bloomreach or Builder. Eager to build and own retention campaigns, monitor churn signals, ensure data hygiene, and deliver measurable player engagement in a fast-paced gaming environment. SKILLS AND CERTIFICATIONS ● CRM & Marketing Automation: Zendesk, Salesforce, Freshdesk (hands-on campaign/support automation, segmentation, workflows) ● Retention & Engagement: Churn/risk monitoring (repeat inquiry reduction), customer journey optimization, proactive outreach ● Data & Analytics: Trend analysis, reporting, key metric tracking (CSAT, resolution rates, ticket reduction) ● Tools: Google Workspace, Live Chat/Email/Phone Support, Data Entry & Reporting ● Soft Skills: Active listening & empathy, multitasking/time management, cross-functional collaboration, detail-oriented process improvement ● Certifications: Virtual Assistant/Customer Care Associate (CCA) – CCA Academy 2025 EXPERIENCE Customer Support Representative Career Crafters Academy, Abuja, Nigeria November 2025 – Present ● Managed daily CRM operations in a high-engagement environment, resolving 60+ student inquiries per day via email and live chat while achieving 97% CSAT and 45% first-contact resolution. ● Collaborated cross-functionally with admissions, finance, and training teams to design and implement unified onboarding journeys, reducing related support tickets by 30% in cohort start weeks. ● Analyzed support ticket data across program cycles to identify top churn/risk signals (technical hurdles), proactively documented solutions, and drove 25% improvement in first-contact resolution through targeted process enhancements. Customer Support Representative Economic Community Education Welfare Scheme (ECEWS), Delta, Nigeria September 2022 – Present ● Served as primary CRM contact for beneficiaries and partners, handling 50+ weekly inquiries across phone, email, and in-person channels with 95% satisfaction in feedback surveys. ● Partnered with program officers, field coordinators, and M&E teams to streamline beneficiary journeys and grievance workflows, cutting case resolution time by 30% across multiple areas. ● Monitored recurring query patterns and feedback data to detect engagement gaps; developed targeted informational campaigns/materials that reduced repeat inquiries (churn proxy) by 40% within six months. Customer Support Representative N. A. Wanogho & Associates, Bayelsa, Nigeria September 2020 – August 2022 ● Handled sensitive client interactions via multi-channel support, delivering empathetic updates and scheduling to maintain 98% satisfaction while ensuring data accuracy and confidentiality. ● Worked closely with paralegals, secretaries, and attorneys to optimize client onboarding and follow-up processes, reducing scheduling conflicts and improving workflow efficiency by 25%. ● Analyzed intake patterns and inquiry data to pinpoint common needs; built a streamlined referral/onboarding system that increased successful client retention/onboarding by 20%. EDUCATION UNIVERSITY OF PORT HARCOURT, PORT HARCOURT, RIVERS STATE BACHELOR OF SCIENCE, ECONOMICS (2018)