EVA CHUKWU

• Own the post-sale customer experience for digital banking and fintech products, from onboarding through long-term retention.
• Lead onboarding and ongoing support for high-volume mobile and online banking users.
• Step in during escalations and high-risk customer situations where trust, compliance, and retention matter.
• Manage CRM workflows, follow-ups, and internal handoffs to reduce response delays
• Enforce SLAs to ensure customers feel supported, and issues don’t slip through the cracks.
• Act as the bridge between customers, support teams, and internal stakeholders.

Impact:

• Prevented churn for critical accounts through proactive intervention.
• Improved CSAT from 72% to 95% using structured follow-up systems.
• Build onboarding frameworks that teams can actually follow, not just document.
• Protected long-term, high-value relationships through trust and consistency.

• Managed end-to-end onboarding for healthcare professionals using SaaS platforms
• Provided day-to-day customer support and issue resolution
• Turned scattered onboarding steps into clear, repeatable workflows
• Reduced delays and repeated support issues through process improvements.
• Trained and mentored support staff on consistent onboarding and support practices.

Impact:

• Onboarded 3,000+ users, cutting onboarding time by 45%.
• Increased CSAT from 78% to 92% through hands-on support.
• Reduced issue resolution time by 35%.
• Built CRM reporting that improved engagement tracking by 50%.

• Guided customers through onboarding and early product use
• Supported first-time users through the full online buying journey
• Identified friction points early and fixed them before drop-off
• Improved response times through clearer support processes
• Tracked customer journey metrics and conversion points.

Impact:

• Onboarded 1,500+ users, increasing conversions by 30%
• Reduced response and resolution times by 40%.
• Increased repeat usage by 25%
• Achieved 98% customer satisfaction among first-time users