BLESSING NWARUH
Summary
Proven Project Manager and Customer Success Coordinator with a track record of enhancing operational workflows and customer retention rates by 89% at Elephant Healthcare. Specializes in project planning, risk management, and building strong customer relationships. Excels in problem-solving and office management, ensuring project success within scope and budget 95% of the time. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Self-motivated Customer Success Professional who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
8
8
years of professional experience
Work History
Senior Customer Success Coordinator,
Elephant Healthcare
Nigeria (Remote)
08.2023 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Ensured smooth onboarding experiences for new customers by conducting facility assessments, setting up profiles, and providing comprehensive training across different states, raising customer retention by 89%.
- Provided ongoing customer support and monitored customer satisfaction through frequent site visits, empowering site champions, ensuring timely payments, managing feedback, optimizing facilities, and supporting nearby regions and locations.
- Played a key role in sales support by conducting presentations and receiving extensive training to become an Elephant 'expert' for effective customer support.
- Coordinated with cross-functional teams (sales, product, engineering, and marketing) to enhance customer success and analyze customer data to drive improvements.
- Created and maintained customer relationships and success documentation, leveraging insights from data analysis to identify trends and areas for enhancement.
Project Manager,
Nirsal PLC
Awka, Nigeria
01.2021 - 02.2024
- Developed comprehensive strategies for analyzing project status and progress, employing vulnerability analysis and risk management to mitigate risks.
- Collaborated with internal and external partners, ensuring timely project success within scope and budget 95% of the time.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Customer Care Executive
Airtel Nigeria
Ibadan, Nigeria
09.2019 - 12.2020
- Trained new customer service representatives with a 94% success rate, ensuring adherence to customer service methodology.
- As a frontline representative, improving the organization's reputation and maintaining consumer satisfaction at over 96%.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Personal Secretary to Local Government Chairman
Ibadan South East Local Government Council
Ibadan, Nigeria
08.2018 - 07.2019
- Tripled administrative efficiency by streamlining daily operations and ensuring comprehensive follow-ups on meeting topics.
- Coordinated the schedule and logistics for the LGA Chairman, both domestically and internationally, enhancing efficiency by about 75%.
- Enhanced executive productivity by efficiently managing schedules and appointments.
- Prepared comprehensive meeting agendas to facilitate efficient discussions and decision making.
Executive Assistant to the Director
AGCare
Enugu, Nigeria
09.2016 - 07.2018
- Provided high-level support to the Director, ensuring efficient handling of sensitive correspondence and strategic activities.
- Successfully increased NGO financing by approximately 300% through proactive involvement.
- Managed a diverse array of administrative tasks to enable the director to focus on higher-level responsibilities.
- Collaborated with other executive assistants within the organization to share best practices and streamline processes across departments.
- Maintained strict confidentiality while handling sensitive information, safeguarding company data and privacy concerns.
- Coordinated travel arrangements to ensure timely arrivals and seamless experiences for the director during business trips.
Education
ALX Virtual Assistance Programme (Honours)
African Leadership University
Online, Mauritius,2022
Financial Modeling & Valuation Analyst (FMVA)®
Corporate Finance Institute
Online, Canada,2022
Bachelor of Science - Physics And Astronomy
University of Nigeria
Nsukka, Nigeria2017
Skills
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Relationship Building
- Office Management
- Maintaining Schedules
- Document Preparation
- File Management
- Project Management
- Project planning and development
- Project Scheduling
- Scope Management
- Excellent problem-solving abilities
Volunteering
President, Amateur Astronomical Society of Nigeria, 2014 -2018
Raised awareness of the wonders of astronomy in the local community.
Reserve Volunteer, FIFA World Cup, 2018
Languages
English
Native language
French
Beginner
A1
Interests
- Learning languages
- Astronomy
- History
- Youth Empowerment
- Reading & Writing
- Regional Development
- Martial arts
- Health & Fitness
Timeline
Senior Customer Success Coordinator,
Elephant Healthcare
08.2023 - Current
Project Manager,
Nirsal PLC
01.2021 - 02.2024
Customer Care Executive
Airtel Nigeria
09.2019 - 12.2020
Personal Secretary to Local Government Chairman
Ibadan South East Local Government Council
08.2018 - 07.2019
Executive Assistant to the Director
AGCare
09.2016 - 07.2018
ALX Virtual Assistance Programme (Honours)
African Leadership University
Financial Modeling & Valuation Analyst (FMVA)®
Corporate Finance Institute
Bachelor of Science - Physics And Astronomy
University of Nigeria