CHINONSO JUDITH NJOKU
Lagos,Nigeria
Summary
Customer Support and Customer Success professional with 5+ years of experience delivering high-quality customer service and managing client relationships across phone, chat, and email channels. Proven track record of improving customer satisfaction (CSAT), reducing resolution time, and increasing customer retention through effective troubleshooting, CRM management, and cross-functional collaboration. Experienced in handling high-volume customer interactions, mentoring support teams, and leveraging customer feedback to enhance product and service delivery.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work history
Senior Customer/Driver Support & Experience Officer
Gokada
Lagos
2022.11 - 2026.04
- Facilitated support operations and coordinated team activities in absence of line manager to ensure seamless service delivery.
- Assisted in monitoring team performance and enhancing service quality, contributing to quicker resolution times and higher customer satisfaction.
- Supported analysis of customer and rider feedback to identify process gaps and suggest improvements.
- Collaborated with cross-functional teams to resolve complex service issues and escalate critical cases.
- Resolved customer inquiries and complaints via phone, chat, and email, consistently meeting service quality and response time targets.
- Trained and mentored 5+ Customer Service Representatives on company systems and service procedures.
- Identified recurring customer concerns and proposed solutions to improve service processes.
Account Manager
Law Pavilion Business Solutions
Lagos
2022.01 - 2022.10
- Managed over 1000 client accounts and implemented strategies to increase revenue through upselling and cross-selling initiatives.
- Resolved over 50 customer issues via phone and chat while providing information on product features, updates, and promotions.
- Conducted regular account reviews to identify opportunities for service improvement and customer retention.
- Identified new business opportunities through lead generation and account portfolio management.
- Maintained CRM records, reports, and sales opportunities to support revenue growth and pipeline visibility.
- Trained new employees on company products and service processes, improving team efficiency and onboarding speed.
- Built and maintained strong client relationships to enhance customer satisfaction and long-term retention.
Customer Success Executive
Law Pavilion Business Solutions
Lagos
2021.06 - 2022.01
- Managed high customer interaction volumes of about 40–50 outbound calls daily while responding to email and chat inquiries.
- Gathered and analyzed customer feedback to identify service improvement opportunities.
- Documented customer interactions and service issues within company's CRM system.
- Contributed to revenue growth through upselling and referral marketing initiatives.
- Collaborated with sales team to deliver tailored product solutions to prospective clients.
- Consistently achieved performance and service quality targets across professionalism, resolution time, and customer satisfaction.
Customer Service Agent
Jumia Nigeria
Lagos, Lagos
2019.09 - 2021.05
- Recognized for promoting newly-repackaged virtual product and exceeding monthly conversion target of 10 customer sign-ups.
- Resolved complex customer complaints while maintaining high satisfaction levels.
- Relayed customer feedback to Team-lead to improve service delivery and product experience.
- Managed high customer interaction volumes of up to 120 inbound or 150 outbound calls daily while maintaining service quality standards.
- Consistently exceeded performance targets for response speed, resolution accuracy, and call volume handling.
Education
Bachelor of Science -
Nnamdi Azikiwe University
Awka, NigeriaSkills
- Customer Success Management
- Customer Experience (CX)
- Customer Relationship Management (CRM)
- Customer Retention Strategies
- Customer Satisfaction (CSAT)
- Troubleshooting, Ticket Resolution & Escalation Management
- Customer Feedback Analysis
- Account Management
- Cross-functional Collaboration
- Staff Training & Onboarding
- CRM: Freshdesk, Salesforce, OMS
- Call Centre Tools: 3CX, X-CALLY
- Productivity Tools: Microsoft Office, Google Workspace, Zoho Workspace
Certification
- Customer Success Advanced Concepts – CustomerSuccessU (2024)
- Customer Success Fundamentals – CustomerSuccessU (2023)
- Customer Success in SaaS – CustomerSuccessU (2023)
Timeline
Senior Customer/Driver Support & Experience Officer
Gokada
2022.11 - 2026.04
Account Manager
Law Pavilion Business Solutions
2022.01 - 2022.10
Customer Success Executive
Law Pavilion Business Solutions
2021.06 - 2022.01
Customer Service Agent
Jumia Nigeria
2019.09 - 2021.05
Bachelor of Science -
Nnamdi Azikiwe University