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-
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• 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)
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HIRE, HIRED