Rachael Etitifor

RACHAEL ETITIFOR Customer Success Manager | eLearning Support / Technical Specialist Lagos, Nigeria | - |-linkedin.com/in/rachael-etitifor-86b3a818b Professional Summary Customer-centric and impact-driven Customer Success Manager with 6+ years of experience in the eLearning, SaaS, accounting, and hospitality sectors. I’m passionate about empowering customers to succeed through proactive engagement, technical guidance, and personalized solutions. I thrive on solving complex problems and helping customers maximize value, which fuels my drive to ensure every interaction adds value. Recognized for improving client retention by 20%, reducing issue resolution times by 40%, and consistently achieving high satisfaction scores. Adept in LMS support, CRM management, analytics, and project delivery. Core Competencies • • • • • • Customer Relationship Management: Salesforce, HubSpot, Agile CRM Learning Management Systems: Moodle, Canvas Project Management Tools: Asana, Trello, Microsoft Project, Teamwork Technical Support Tools: Zoom, Salesforce, Zoho Desk Reporting & Analytics: Excel, Google Sheets, Power BI Soft Skills: Communication, Problem-Solving, Customer Retention, Time Management, Team Collaboration Technical Skills • • • • • LMS Configuration & Maintenance (Moodle, Canvas) CRM Optimization and Workflow Automation (Salesforce, HubSpot) Data Analysis & Reporting (Excel, Google Sheets, Power BI) Help Desk & Ticketing Systems (Zoho Desk, Salesforce Service Cloud) Virtual Collaboration Platforms (Zoom, Skype, Microsoft Teams) Key Strengths • Empathetic and customer-focused mindset that prioritizes long-term success • • • • • Strong verbal and written communication across global teams Fast learner with adaptability to evolving technologies and platforms Time management and task prioritization under pressure Team leadership and collaboration in cross-functional environments Data-driven decision-making and strategic thinking Professional Experience eLearning Support Specialist Achieve Test Prep | Remote (USA) — Jul 2023 – Present Key Responsibilities: • • • • • • Managed LMS operations and support, reducing ticket resolution time by 40%. Resolved 95% of LMS issues within 30 minutes using Salesforce. Coordinated Zoom live sessions and instructor communications via Skype. Created data-driven reports, improving customer satisfaction by 15%. Supported course access, playback issues, and system errors. Arranged 1:1 tutoring sessions, increasing customer retention by 20%. Key Achievements: • • • Streamlined support processes by developing internal knowledge base articles. Reduced helpdesk ticket volume by 25% through proactive user guidance. Introduced new engagement metrics that improved stakeholder visibility and reporting. Client Success Manager Oladipupo Ayoola & Co | Lagos, Nigeria — Sept 2021 – Jun 2023 Key Responsibilities: • • • • • Managed 55+ high-value clients with a 95% retention rate using Salesforce. Streamlined CRM processes, reducing duplicates by 30%. Conducted client onboarding via Zoom and Microsoft Teams, achieving a 98% satisfaction rate. Directed client projects with a 95% on-time delivery rate using Asana. Increased client acquisition by 15% through effective follow-ups and prospect engagement. Key Achievements: • • Developed and implemented a new onboarding workflow that cut training time by 25%. Launched a post-engagement survey system that increased client feedback by 40%. • Recognized by leadership for consistently exceeding client success KPIs. Customer Success Manager Meg’s Catering Services | Delta, Nigeria — Mar 2019 – 2021 Key Responsibilities: • • • • Coordinated 80+ catering events with a 98% on-time delivery rate. Managed communications and logistics, boosting event execution by 15%. Handled high-volume client portfolios with 95% satisfaction and a 20% increase in repeat business. Implemented a loyalty program that improved repeat business by 30%. Key Achievements: • • • Increased referral-based clients by 10% through enhanced follow-up and loyalty initiatives. Built an event performance tracking sheet that improved post-event reporting accuracy by 35%. Trained junior staff on CRM use, increasing productivity during event planning periods. Education, Certifications & Continuing Development • • • • • • B.A. in Education (English & Literature), University of Benin, Nigeria | 2015 – 2019 Diploma in Project Management — Google Coursera Customer Relationship Management (CRM) — Udemy Virtual Assistant Training — Alison In Progress: Certified Customer Success Manager (SuccessCOACHING, expected 2025) Planned: Salesforce Certified Administrator (2025)