SOMADINA CHARLES ONWU
CUSTOMER SUPPORT SPECIALIST
Enugu, Nigeria ▪️-▪️ -
https://www.linkedin.com/in/charles-somadina
PROFESSIONAL SUMMARY
Results-driven Customer Success Manager with over 4 years of experience in enhancing
customer satisfaction and retention through effective support strategies. Proven track record in
achieving high response and resolution rates, with a focus on continuous improvement. Skilled in
analyzing customer feedback, developing training programs, and tracking KPIs to drive
efficiency. Committed to delivering exceptional service and fostering positive customer
experiences in fast-paced environments.
PROFESSIONAL EXPERIENCE
REMOTEWORKMUM
Customer Support Specialist (REMOTE)
KEY RESPONSIBILITIES:
OWERRI, NIGERIA
January 2020 - Dec 2024
● Ensured all customer inquiries via phone, email, or chat are responded to within an average of 2
hours, aiming for a response rate of 95% within this timeframe, which is expected to increase overall
customer satisfaction by 15%.
● Aim to resolve at least 85% of customer issues on the first contact, with a target resolution time of
under 24 hours, leading to a reduction in follow-up calls and an increase in customer retention rates
by 10%.
● Collected and analyzed customer feedback through surveys and reviews, targeting a response rate of
30% and using insights to implement at least two improvements per quarter, which should enhance
the Net Promoter Score (NPS) by 5 points.
● Developed and delivered training programs for new customer support representatives, aiming for a
training completion rate of 100% within the first month and ensuring that new hires achieve
performance metrics comparable to tenured staff within three months.
● Regularly tracked key performance indicators (KPIs) such as ticket volume, average handling time,
and customer satisfaction scores, with a goal of producing monthly reports that identify trends and
lead to at least one actionable improvement per quarter, ultimately increasing overall efficiency by
20%.
EARL’S PARK SERVICE LTD
Customer Success Manager
KEY RESPONSIBILITIES:
LAGOS, NIGERIA
Feb 2018 - June 2020
● Provided timely assistance to users experiencing technical difficulties, aiming for a first response
time of under 1 hour and a resolution time of under 24 hours, with a target customer satisfaction score
(CSAT) of 90% or higher.
● Created and maintained user-friendly documentation to facilitate self-service support, with a goal of
increasing knowledge base access by 30% quarterly and achieving a self-service resolution rate of at
least 40%.
● Tracked and analyzed recurring technical issues, providing weekly reports to the development team
that led to a 20% reduction in recurring issues within six months through actionable insights.
● Conducted training sessions for new users, targeting an attendance rate of 80% or higher and
achieving an average post-training feedback score of 4.5 out of 5 to ensure users feel confident using
the product.
● Worked closely with product development teams to communicate user feedback, aiming for a
feedback implementation rate of at least 25% and reducing the average time to implement feedback
to under 3 months to enhance product quality.
CORE SKILL COMPETENCE:
● Communication Skills
● Live Chat Support
● Escalation Management
● Customer Onboarding
Inbound/Outbound Call
Technical Proficiency
Community Management
Quality Assurance Monitoring
EDUCATION
CARITAS UNIVERSITY
Computer Science and Information Technology
Email & Live Chat Support
Customer Feedback Management
Order Management Support
Customer Retention Strategies
ENUGU STATE, NIGERIA
2013
ADDITIONAL INFORMATION
● Certifications: Customer Success and Troubleshooting, Customer Relationship Management (CRM),
Human Resource Management.
