Victoria Ezechukwu

Victoria Ezechukwu

$15/hr
Administrative and Customer Support | Telesales
Reply rate:
83.72%
Availability:
Hourly ($/hour)
Location:
Abuja, Abuja, Nigeria
Experience:
4 years
VICTORIA EZECHUKWU Abuja, Nigeria | - |-LinkedIn Profile PROFESSIONAL SUMMARY ● ● ● ● ● 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 ● ● ● ● ● 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. ● 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. ● 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. ● 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 ● ● Customer Success Fundamentals – CustomerSuccessU.org, 2024 Customer Success Mentorship Program – Customer Success Africa, 2024
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