TEMITOPE, Tudonu Justina
Abuja, Nigeria | Email | LinkedIn | My Portfolio
PROFESSIONAL SUMMARY
Customer Success Specialist with proven experience supporting SaaS, Fintech, and E commerce brands.
I manage minimum 20 to 35 customer inquiries daily across email, chat, phone, and social media while
maintaining an average customer satisfaction score above 90 percent. I deliver fast and empathetic
support, reduce churn through strategic onboarding, proactive follow ups, and help brands increase
revenue (ARR) by identifying high intent upsell and cross-sell opportunities. Known for clarity, patience,
and a people centered approach that turns frustrated users into loyal customers.
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CORE SKILLS
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Customer Support and Customer Success
- Product Troubleshooting
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Upsell and Cross sell Conversations
- Live Chat Support and Email Support
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Customer Retention and Churn Reduction
- CRM and Help Desk Operations
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Lead Qualification
- Client Relationship Management
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Customer Education and Onboarding
- Social Media Customer Engagement
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Social Media Customer Messaging
- Customer Retention
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Data Entry and Documentation
- Conflict Resolution
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Time Management and Prioritization.
Tools and Platforms
Zendesk, Intercom, HubSpot, Freshdesk, Gorgias, Salesforce, Lemlist, Apollo, VICIdial, ContactOut, Shopify,
Trello, Notion, Google Workspace, Microsoft Office, Slack.
WORK HISTORY
Customer Success Associates - July 2025 to November 2025 (SaaS Start-up company)
Key Achievements & Responsibilities:
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Handled 20 to 30 user requests/inquiries per day while maintaining quality responses and fast resolutions.
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Helped users discover features and use the product effectively, via recorded loom video or adoption list.
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Reduced average ticket escalations by 30% through proactive communication and clear troubleshooting steps.
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Maintained under 5 minutes response time for live chat support during peak hours.
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Guided over 200+ users through onboarding, login verification, and account setup, resulting in faster
activation times.
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Identified upsell opportunities that contributed to a 15 percent increase in product usage among existing
customers.
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Maintained accurate records for all user interactions using CRM and help desk tools.
Inside Sales Representative – April 2021 to February 2025 (Fintech Industry)
Key Achievements & Responsibilities:
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Improved customer retention by 20% through structured follow ups and personalized engagement.
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Assisted users with complex product steps which reduced repeat issues by 25%.
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Resolved customer frustrations through active listening resulting in higher satisfaction and loyalty.
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Provided weekly customer insight reports that influenced product updates and improved usability.
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Earned significant customer trust leading to continued check-in calls from customers even after leaving the
company.
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Successfully built and managed an empty customer cluster from scratch, achieving measurable growth within
weeks.
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Recognized for outstanding performance in onboarding, retention, and customer relationship building.
EDUCATIONAL CERTIFICATE
BSc in Statistics
University of Abuja
2018
DIGITAL CERTIFICATIONS
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Customer Engagement: Communication & Personality Dynamics By - IBM SkillsBuild View Certification here
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Customer Engagement: Problem Solving & Process Controls By - IBM SkillsBuild View Certification here
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The Complete Customer Success Manager Course by - Udemy
