VICTORIA EZECHUKWU
Abuja, Nigeria | - |-LinkedIn Profile
PROFESSIONAL SUMMARY
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Customer Success Specialist with over 5 years of experience in Customer Relations,
Sales Development, and Administrative Support.
Proven track record of driving customer satisfaction, reducing churn, and increasing
client retention through proactive engagement and strategic account management.
Skilled in onboarding, client communication, and optimizing customer experience to
boost business growth.
Conducted quarterly customer satisfaction surveys, analyzed results, and presented
actionable insights to senior management, resulting in a 25% improvement in
customer loyalty.
Adept at leveraging CRM systems, social media platforms, and data-driven strategies
to achieve organisational goals.
CORE COMPETENCIES
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Account Management | Adoption & Onboarding | Customer Retention &
Renewal
Upsell & Cross-sell Strategies | Stakeholder Management | Customer
Engagement & Service Delivery
Portfolio & Account Management | Data Analysis & Reporting | Business
Reviews & Strategy Calls
CRM Systems (Salesforce, HubSpot) | Social Media Management
Customer Interaction Tools (Intercom, Zendesk) | Team Collaboration &
Communication (Asana, Slack, Loom)
PROFESSIONAL EXPERIENCE
Customer Support Manager
Le Bijou Investments – Remote -3/ 2022 - Present
● Managed a diverse portfolio of 50+ high-value accounts, elevating the CSAT score by
30% through personalized customer interactions and prompt issue resolution.
● Enhanced the CRM database by systematically updating customer records, leading to
improved communication.
● Developed training materials for new hires, reducing onboarding time by 15%.
● Identified strategic upsell opportunities, contributing to a 25% increase in revenue.
Internal Sales Agent (Freelance)
Sciential Agency – Remote
April 2022 - Present
Achieved a 35% increase in sales by implementing targeted email outreach and
follow-up strategies.
● Successed in converting 60% of cold leads into active clients through persuasive sales
calls and social media marketing.
● Optimized the CRM system to track and report sales performance, leading to more
efficient sales cycles.
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Customer Support Manager
Image Digital Concept – Abuja, Nigeria -11/2020 – 3/2022
Boosted customer retention rates by 40% through efficient service delivery and
proactive follow-ups.
● Led a team to resolve 95% of customer complaints within 24 hours, enhancing overall
satisfaction.
● Streamlined communication processes, reducing response times by 20%.
● Managed social media content, increasing followers by 15% in under a year.
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Administrative Assistant
Heroes Faith Victory School – Lagos, Nigeria
September 2019 - October 2020
Provided top-tier administrative support to C-level executives, achieving 95%
satisfaction ratings.
● Organized meetings and maintained schedules, improving team efficiency.
● Assisted in recruitment processes, ensuring a smooth onboarding experience.
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VOLUNTEER EXPERIENCE
Onboarding Representative
Harpazo Oasis Tabernacle – Remote | June 2020 - Present
EDUCATION
BA in English Language and Literature
Ebonyi State University – Ebonyi, Nigeria
September 2012 – January 2016
TRAINING & CERTIFICATIONS
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Customer Success Fundamentals – CustomerSuccessU.org, 2024
Customer Success Mentorship Program – Customer Success Africa, 2024
