Reading
Chiamaka Peace Onuorah, S M
Customer Success/ Client Engagement/Customer Experience/Customer Support/Account Manager (SaaS)(B2B)(B2C).
Lekki ,Lagos State, Nigeria.
Summary
Clients focused Customer Success and Support Specialist with years of experience providing solutions to customers. Solid understanding of customer centricity. Excellent at juggling tasks. Broad experience with vast knowledge of how to render services and solutions to improve organizational standards and achieve managerial goals. Track record of enhancing team collaboration and streamlining workflows to drive success.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Success Coordinator
Elephant Healthcare
08.2023 - Current
- Onboarding and Launching health care facilities on company's SaaS platform.
- Customer Engagement.
- Customer retention.
- Customer support / aftercare (Account Management).
- Coordinating with other team members in Sales, Product, Engineering, Marketing etc to ensure that the customers are receiving the support they need to adopt effectively.
- Analyzing metrics using the CRM dashboard to gain insights on customers' performances in using the Elephant OS and its features to avoid churns.
Client Engagement Manager
Optiva Capital Partners
03.2021 - 10.2023
- Planning and Executing daily sales call
- Ensuring every client is contacted via phone calls, emails and visited
- Pitching Investment Immigration, Insurance and Wealth Management to prospective leads
- Facilitate timely consistent and proactive support for the provisions and prompt collation of customers' documents and processing
- Maintenance of good relationship with clients
- Resolution of queries and enquires from both existing and prospective clients
- Monitor and analyze key metrics and customers' feedbacks to continuously improve the customer experience and drive customer success
Client Relationship Manager
Pecan Trust Microfinance Bank
03.2020 - 03.2021
- Pitching credit asset to prospective clients.
- Processing and monitoring of credit.
- Evaluating and documentation of clients' financial records and other documents.
- Interviewing clients to get the necessary information for the credit application.
- Monitoring the progress and financial status of existing loans.
- Following up with clients about credit renewals.
- Assessing creditworthiness and the risks involved; Calculating risks factors involved in credit; Credit Analysis before processing.
Customer Success Specialist
Opay
06.2019 - 03.2020
- Onboarding users on organization's platform.
- Understanding clients' needs and offering solutions and supports.
- Handling and resolving clients' inquires, request and complaints and also briefing the appropriate internal departments to provide an effective work flow in resolving the issues.
- Troubleshooting and resolving minor technical related issues and concerns.
- Document and update merchants records based on interactions on CRM database.
- Building business relationships with clients (users) and retaining them.
Customer Relationship Officer
Fidelity Bank PLC
03.2015 - 09.2016
- Promoting and pitching bank's products and services to prospective clients
- Meeting sales target on products and services
- Planning and writing sales reports
- Providing customers with information on products and services
- Dealing with customers' complaints to satisfy customers
- Collaborating with Customer Service team to open bank accounts for customers using account opening forms
- Maintain customers' records and customers retention
Education
B.Sc (Hons) - Microbiology and Biology
Caritas University
Emene, Enugu State, Nigeria. 09.2006 - 05.2011
West Africa Senior Secondary School Certification Examination (WASSCE) -
Hopebay College
Maza-maza, Lagos State, Nigeria. 09.2000 - 05.2006
Skills
Account management
Graduate Internship
Mar. 2012 - Feb.2013: Tutorial Assistant, National Youth Service Corps (NYSC) at Community Senior Secondary School, Eleme, Rivers State, Nigeria.
- Presenting lessons and evaluating students' performance.
- Preparing and grading examinations.
- Supervising students' behaviour.
- Preparing standardised tests.
- Planning of school's policies and regulations for all students.
- Ensure compliance of school guidelines, principles, laws and rules.
Undergraduate Internship
Mar.2009 - Aug.2009: Medical Receptionist, Nigeria Navy Reference Hospital, Satellite Town, Ojo, Lagos State Nigeria.
- Receiving patients and attending to patients.
- Collecting laboratory specimens from patients and documentation including the procedures.
- Answering incoming calls.
- Effectively, confidentially, and sensitively converse with patients regarding laboratory tests procedures.
- Documentation and dispatch of medical results to patients upon collection.
- Following oral and written instructions in order to direct correctly.
Certification
Career Development and General Entrepreneurial.
Interests
Solving Puzzles
Socializing
Surfing the Internet for updates
Extra-Curricular Activities
Youth Empowerment Member at HFCC Singles and Married Group, Festac Town, Lagos State, Nigeria.
Training youths on:
- Personal development.
- Employment generation.
- Value-reorientation.
- Improvement of social skills.
- Behavioural improvement.
- Academic accomplishment.
- Increase in self-esteem and self-efficacy.
Software
CRM Software
Google Office Tools
Microsoft Word Office Tools
Slack
Linear
Slab
Trello
SaaS
Reference
Available on request.
Timeline
Customer Success Coordinator
Elephant Healthcare
08.2023 - Current
Client Engagement Manager
Optiva Capital Partners
03.2021 - 10.2023
Client Relationship Manager
Pecan Trust Microfinance Bank
03.2020 - 03.2021
Customer Success Specialist
Opay
06.2019 - 03.2020
Front Office Customer Service.
05-2018
Customer Relationship Officer
Fidelity Bank PLC
03.2015 - 09.2016
Career Development and General Entrepreneurial.
04-2013
B.Sc (Hons) - Microbiology and Biology
Caritas University
09.2006 - 05.2011
West Africa Senior Secondary School Certification Examination (WASSCE) -
Hopebay College
09.2000 - 05.2006
Similar Profiles
DEBORAH DAMI DUAHDEBORAH DAMI DUAH
Finance Administrator/ OFFICE MANAGER at ELEPHANT HEALTHCAREFinance Administrator/ OFFICE MANAGER at ELEPHANT HEALTHCARE
Albert BREWAlbert BREW
Operations Manager at Elephant HealthcareOperations Manager at Elephant Healthcare
MUHAMMAD AQIBMUHAMMAD AQIB
Customer Success Coordinator at Elephant HealthcareCustomer Success Coordinator at Elephant Healthcare