UDOCHUKWU NWANKWO
Customer Support/Account Executive
Phone Number: -| Email address:-
Linkedin url: https://bit.ly/UdoLinkedInprofile
Location: Lagos, Nigeria
Career Objective
To deliver exceptional customer service, enhance customer satisfaction and drive retention. To
foster strong client relationships and leverage data-driven insights to improve support strategies.
Work Experience
Digital Witch: Customer Success specialist, August 2022 – June 2024
• Client Onboarding and Training
• Customer Relationship Management
• Performance Monitoring and Reporting
• Customer Feedback and Advocacy
• Proactive Issue Resolution
• Cross-Functional Collaboration
• Retention and Upsell Strategies
Achievements:
• Successfully onboarded over 100 clients, reducing time to value by 20% through customized
training programs.
• Developed and implemented feedback loops that resulted in a 15% improvement in product
features and usability.
• Recognized for achieving a 15% increase in upsell opportunities by identifying and addressing
client needs.
Customer Support Specialist – Udo's Hairs Nig. January 2019 – August 2022
• Customer Issue Resolution
• Customer Relationship Management
• Product Expertise
• Cross-Functional Collaboration
• Data Analysis and Reporting
• Process Improvement
• Crisis Management
Achievements:
• Played a key role in achieving a 90% customer retention rate by implementing customer
feedback initiatives.
• Successfully reduced average response time by 30% through the optimization of support
workflows and automation tools.
Volunteer Work Experience
• Content Creator, Rampage Outreach.org September 2022
Certifications
• LinkedIn Learning Customer support course – May, 2024
• HubSpot Lead Generation course – March, 2023
• Certificate of proficiency in Microsoft Excel – iTeach Academy, 2023.
• Social Media management course - Jan, 2023
• Google Digital Marketing Certification – Google, 2023
Technical Skills
• Customer Relationship Management (CRM) Software
• Help Desk and Ticketing Systems
• Live Chat and Communication Tools
• Data Analysis and Reporting
• Knowledge Base Management
• Product and Technical Knowledge
• Customer Feedback Tools
• Communication Platforms
• Social Media and Community Management
• API and Integrations
Soft Skills
• Communication Skills
• Time Management
• Proactiveness
• Adaptability
• Persuasion & negotiation
• Attention to details
• Multitasking
• Interpersonal skills
Referees
Available on Request
