Ufuoma Okurume

UFUOMA OKURUME CUSTOMER SUCCCESS SPECI ALIST PROFILE Customer-focused professional with experience in client support, digital onboarding and product adoption across ntech platforms. Proven record of boosting customer satisfaction by 87% through effective training, clear communication and proactive engagement. Skilled in translating technical concepts, building trusted relationships and collaborating cross-functionally to drive measurable impact. PR OFESSI ONAL EXPER IENCE C R E ATO R S U PP O RT RE P RE SE N TATI V E , FR EE CO RD S A M ST ER DA M, 2025 - PRE SE N T • Organize webinars to onboard and educate users on platform functionality leading to a recent increase in activation rates by 37% • Perform root cause analysis of recurring technical issues and collaborated with developers to implement long-term xes B U S IN E SS D E V E LO PE R, TU LYP PA RI S, 2024 Functioned as a Business Developer for a trade nance startup at seed stage. I built and nurtured a portfolio of B2B prospects, fostering potential relationships and educating them on product offerings. R E M OT E C U STO ME R SU PPORT SPECI A L I ST, CI R CL ECO I N C. N EW YO RK , USA- • Managed an average 250+ support tickets monthly for the SaaS B2B startup (series B) • Collaborated with product team to address payment related incident contributing to a 20% lift in customer satisfaction. • Acted as a trusted advisor, addressing customer concerns within standard resolution time, attaining a 84% CSAT score monthly ACCO U N T MA N AG ER , HE RI TAG E BA N K A B UJA , NI GERI A- Managed 237 accounts including key B2B clients including MFIs and government institutions. Achieved a 43% increase in revenue generation through targeted upselling activities. D I G ITA L B AN K IN G SPECI AL I ST, ACCE SS B AN K A B UJA , NI GERI A- fi fi fi • Act as main point of contact for enterprise clients, guiding them through onboarding, setup and best practices to maximize product adoption • Collaborated with product and (client) IT teams to resolve recurring technical issues affecting API integrations which improved service delivery by 27% • Executed personalized walkthroughs for 75+ SMB clients, achieving 89% renewal rate and improving revenue retention by 37% • Guided regional merchants on KYC processes • Developed training guides and FAQs that improved product usage by 30% • Reduced customer churn from 17% to 10% through proactive health checks SOFT SKI LLS & COMPETENC ES Excellent communication Zendesk suite Customer relationship building Data Analytics Business development planning Client Enablement Account management Interpersonal skills Project management Empathetic Technical appetency Team player Active collaboration Autonomous HubSpot service hub TEC HNICAL P ROFI CIENCY Microsoft Of ce, Notion, Google WorkSpace, Slack, Intercom,, Hubspot, Zapier, SQL, Google Analytics. LANGUAG E PROFICI ENCY English (Native) French (Basic) fi HIRE, HIRED