Precious Kalu Ogbonnaya

PRECIOUS KALU OGBONNAYA Customer Success and Support Specialist Anambra, Nigeria Email:- PROFESSIONAL SUMMARY • If your customer support and success is slow or constantly overwhelmed, the real cost is not just frustrated customers but churn, lost revenue, and, business damage happening slowly. But, with a success-driven, proactive, and problem-solving customer success specialist helping you maintain 95+ CSAT, resolve complex issues, and, deliver reliable, high-quality customer experience for Edtech, E-commerce, SaaS, and Tech Start-ups, you gain back customer loyalty, drive retention, and sustain growth. • I have 4+ years of hands-on experience support Edutech Global and Kalka Concept Nig. Ltd improve Customer Livetime Value (CLV) using tools such as Zendesk, Salesforce, Hubspot CRM tools. • I do not just respond to customers, I design systems and experiences that improve retention, increase satisfaction, and drive long-term loyalty. CORE COMPETENCIES Operational Excellence: • Customer Success • Customer Experience • Executive virtual assistant, • Telemarketing and cold calling, • Customer Support • Project management • Social media management, • Phone, Chat and Email Support Technological Expertise: • MS Office Suite (Word, Excel, PowerPoint, Outlook, Sharepoint, Onedrive), • Project management tools (Slack, Trello, Asana, Clickup, Monday.com), • Communication tools (Zoom, Google Meet, Ms. Teams, Telegram, Loom), • Cloud-based tools (Google drive, Dropbox), • Google tools (Dropbox, Calendar, Spreedsheet, Meet, Docs), • Sales tools (Hubspot, Salesforce, Zendesk, Freshdesk, Zoho, Notion). • Telemarketing Tools (Kasooko, Tawkto, Intercom). • Time Management and Scheduling Tools: (Google Calendar, Calendly, Picktime, Time Buddy) • Graphics Design tools (Basic knowledge of Canva, CapCut, Nano Banana) Soft Skills: • Time management (efficient in prioritizing tasks and meeting deadlines independently), • Self-motivation and proactive (demonstrates initiatives and productivity without direct supervision), • Communication skill (Excellent written and verbal communication), • Collaboration (effectively works with team members to achieve a unified goal), • Tech-savviness (proficient in remote work tools and highly adaptable), • Virtual Leadership (motivating teams through remote collaboration), • Attention to details (ensuring accuracy and quality in tasks assigned to me), • Cybersecurity Awareness (safeguarding company’s data and following security protocols). PROFESSIONAL EXPERIENCE Customer Success and Experience August 2025-present Edutech Global- Remote • Scalable and seamless student onboarding process with the Edutech LMS and Studio software platform, setting them up for smooth learning process and overall success. • Assigned to reach 80+ tickets through phone calls daily helping them resolve issues bothering on application enquires and registration procedures. • Responding to 100+ emails daily ensuring that there is up to 90% fast response and resolution time. • Regularly monitoring and gathering feedbacks and reports on students’ performance metrics, ensuring consistent improvement and identifying growth opportunities. • Providing ongoing support to 2000+ students every semester acting as the main point of contact for students, addressing questions about the studio platforms as a product expert , while maintaining high students’ satisfaction Customer Support RepresentativeMarch 2023 – 2025 Kalka Concept Nig. Ltd, Onitsha-Anambra • Resolved complex customer queries, increasing retention rates by over 60%. • Generated leads through proactive engagement and timely social media responses, converting prospects into loyal customers. • Collaborated with auditing and logistics teams to ensure seamless product delivery. • Gathering and analyzing customer’s feedbacks to draw insights on better customer services approaches. • Recommended product and service enhancements, driving increased customer satisfaction and referrals. Sales Development ManagerJanuary 2024 - August 2024 Kalka Tiles, Anambra • Conducted B2B and B2C sales initiatives, achieving and surpassing sales targets by up to 20% through strategic up-selling. • Expanded team size from 2 to 10, enhancing operational capacity. • Performed market surveys to identify trends and provided insights to maintain competitive edge in the tiles market. Head of Research and Executive Virtual Assistant 2017 - 2020 Nnadiebube Research Institute, Onitsha Oversaw a team of 10+ researchers, driving the successful execution of weekly research goals. • Ensured 90% of publications were plagiarism-free, maintaining high academic standards. • Authored and edited over 50 articles for quarterly publications, enhancing the institute's visibility. • Maintained digital files and databases, ensuring organized information access. • Conducted research and compiled data for accurate reporting and presentations. • Managed executive emails and coordinated online meetings, enhancing organizational efficiency. EDUCATION Master of Arts in English Language and Literature University of Nigeria, Nsukka Bachelor of Arts in English Language and Literature Ebonyi State University, Abakaliki