UTIBEABASI ELIJAH UMOETTE
PROFESSIONAL SUMMARY
Client Success and Customer Support professional with 2+ years of experience helping banks,
SaaS, and digital businesses reduce churn, resolve issues faster, and turn support interactions into
long term relationships. I help teams improve customer retention, increase product adoption, and
boost CSAT by combining empathetic communication with data driven insights from CRM,
feedback, and behavioral analytics. Experienced in working cross functionally with product,
engineering, and operations to close the loop on customer pain points and scale support
processes.
KEY HIGHLIGHTS
● Resolved 1,500+ customer cases at Zenith Bank while maintaining an estimated 92 to
96% CSAT.
● Reduced average response time by 20% through ticket prioritization and workflow
optimization.
● Improved first contact resolution by 15% by refining escalation paths and collaborating
with internal teams.
● Supported 10+ remote clients with customer insights and automation, cutting manual
analysis by up to 40% and saving 5 to 10 hours per week per client.
CORE SKILLS
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Client Relationship Management and Retention
Customer onboarding and Product education
CRM & Ticketing: Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud
SLA Management, Escalation Handling and First contact resolution
Customer feedback analysis, reporting and dashboards
Tools: Excel, Google Sheets, Google Workspace, Notion, Slack, Jira, Python, SQL
Soft Skills: Communication, empathy, de-escalation, analytical thinking, team
collaboration, adaptability
PROFESSIONAL EXPERIENCE
Customer Support Assistant – Zenith Bank Nigeria. 2023 – 2025
● Managed 50 - 80+ daily customer inquiries across phone, email, and in person channels,
ensuring accurate resolution of account, card, and transaction issues and contributing to
an estimated 92 - 96% CSAT.
● Tracked and resolved 1,500+ customer cases using CRM tools, ensuring complete
documentation, timely follow ups, and adherence to SLAs, which supported audit
readiness and operational transparency.
● Reduced average response time by 20% by redesigning ticket queues, prioritization rules,
and follow up workflows, helping customers get faster resolutions and reducing backlog.
● Collaborated with risk, operations, and compliance teams to escalate and resolve high
risk financial disputes, improving first contact resolution by 15% and reducing repeat
contacts.
● Ensured strict compliance with KYC, and internal policies, maintaining data
confidentiality and supporting successful internal and external audits.
Freelance Market Research Analyst & support(Remote) | Multiple Clients – United
Kingdom. 2023 – 2026
● Supported 10+ remote clients (startups and SMEs) with customer insights, reporting, and
workflow automation to improve decision making and customer operations.
● Designed and built dashboards and performance reports in spreadsheets, reducing manual
data analysis time by up to 40% and enabling faster, data backed decisions.
● Analyzed customer feedback, usage data, and behavioral trends to recommend retention
and engagement strategies, informing experiments in onboarding flows, messaging, and
support content.
● Automated data collection and reporting using Python and spreadsheets, saving clients
approximately 5 - 10 hours per week and reducing human error in recurring reports.
EDUCATION
B.Sc. Geology – Enugu State University of Science and Technology -)
CERTIFICATIONS
● ALX Software Engineering – Backend Specialization
● ALX AI Kits
● Diploma In CRM Strategies and applications
REMOTE OPERATIONS SUPPORT SYSTEM
● Fully functional workspace with steady electricity and no distractions
● High speed internet
