Samuel Ekanem

SAMUEL ISAIAH Ready To Work Remotely Professional Summary: Customer Experience Leader with 5+ years of progressive growth in customer service, support, and customer success leadership. Proven track record of optimizing customer journeys, building high-performing teams, and driving operational excellence. Skilled in cross-functional collaboration with Sales, Product, and Marketing to align customer needs with business priorities. Strong expertise in CRM, CX platforms, and workflow automation tools to improve retention, engagement, and overall service delivery. Core Competencies         Customer Experience Leadership & Strategy Team Development & People Management Operational Excellence & Process Optimization Customer Retention & Churn Reduction Data-Driven Decision Making & KPI Tracking CRM & CX Tools (HubSpot, Zendesk, Asana) Cross-Functional Stakeholder Collaboration Remote Team Leadership Professional Experience Head of Customer Experience Advanced Logistic | Remote | 2021 - 2025       Owned and continuously improved the end-to-end customer journey, ensuring seamless onboarding, support, and retention. Built and scaled customer success and operations teams, driving employee engagement and productivity improvements. Partnered with Product, Sales, and Marketing to align business priorities with customer feedback and needs. Established data-driven metrics and KPIs, reporting regularly on customer satisfaction, churn, and support performance. Implemented workflow automation systems (HubSpot, Zendesk, and Asana), reducing response time and improving CSAT scores. Developed retention and engagement strategies that increased customer loyalty and renewal rates. Customer Support Manager Sigonna LLC | Remote | 2019 - 2021     Led a growing support team, ensuring high-quality customer service delivery across multiple channels. Optimized support workflows and knowledge base systems, reducing average resolution time. Introduced performance tracking dashboards to measure NPS, CSAT, and SLA compliance. Collaborated with product teams to escalate and resolve customer-impacting issues efficiently. Customer Service Representative → Senior Customer Service Associate Move PLNR | Remote | 2015 - 2019     Delivered frontline support, resolving complex customer inquiries with professionalism and empathy. Consistently exceeded performance targets for response time, customer satisfaction, and issue resolution. Trained and mentored new hires, contributing to improved team ramp-up speed and performance. Identified recurring issues and recommended solutions, influencing product improvements and service enhancements. Education Bachelor Degree In Business Administration Novena University | 2013 Certifications (Optional)   Customer Success Management Certification – Alison Online School CRM & Workflow Automation Training – LinkedIn Technical Skills    CRM & CX Platforms: HubSpot, Zendesk, Freshdesk, Salesforce Project & Workflow Tools: Asana, Trello, Slack Analytics & Reporting: Google Analytics, Excel, BI dashboards