Uchenna Maduka
Abuja,FC
Summary
A conscientious customer retention/business support professional with years of work experience in presenting and delivering solutions in client service, strategy, support, and customer relationship management. Having worked in the education, manufacturing, outsource, and telecommunication industry, highly skilled at determining stakeholder needs and proffer solutions to meet all business requirements to drive profitability. Knowledgeable and dedicated customer success professional with over 2 years experience in the Education Technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
6
6
Certification
Work History
Customer Success Representative
uLesson Education
10.2021 - Current
- Managing over 800 active users through direct messaging and telephone. Provide learning advise to students and their guardians, designed personalized learning plan to optimize user engagement.
- Delivered technical presentations matching audience level of expertise to explain products and services to customers
- Actualized 30% retention. Contributed 7% in revenue to customer success team in 2022.
- Working closely with team members from sales, content and product teams to address user trends, develop solutions to accomplish shared objective of product led growth.
- Conduct customer surveys and telephone interviews, participated in User Research, interviewed students across primary and secondary schools to uncover how learners engage with online classes.
- Promote superior experience by addressing learners’ concerns, demonstrating empathy, and resolving problems swiftly.
- Conducted periodic user training sessions to support customer understanding and product feature utilization
Inside Sales Representative
uLesson Premium learning (Coding school)
06.2021 - 09.2021
- Successfully scheduled over 250 virtual product demonstrations to convert new customers, utilizing product walkthrough tools to establish trust. increased sales by 13%
- Worked with technical support team to assist students with setting up learning tools, ensuring quality online learning experience.
- Designed and created marketing copies, increased conversion rate by 28%.
- Developed content strategy to encourage direct responses from target customers on messaging platforms.
Inside Sales Representative
uLesson Education
01.2021 - 06.2021
- Identified students learning objectives, tailored learning resources, and overcame objections using consultative selling skills.
- Successfully engaged over 30 customer calls per day. Actualized over 8% in monthly sales contribution.
- Developed long-term relationships with existing customers by learning about their preferences and managing regular communications, thereby extending their lifetime value (LTV).
- Collaborated with outside sales representatives, marketing, and other departments to generate leads and close sales through events and field activation programs.
- Fostered lasting relationships with students through effective communication and quick response, resulting in improved user engagement and long-term loyalty.
Telemarketing specialist
OUTSOURCE GLOBAL
11.2019 - 06.2020
- Remote: managed telemarketing campaign for American-based advocacy group, Citizens Disability (CD), made average of 50-70 successful outbound calls daily.
- Walked prospective customers through pre-qualification stages. Successfully vetted 10 clients for social security disability benefits (SSDI) monthly. Exceeded month-on-month expected average of 8 clients.
- Leveraged product knowledge, consistently delivered over $25,000 in potential SSDI awarded to clients for 8 consecutive months.
- Worked closely with team leads to develop persuasive call scripts, incorporating core messaging in closing sales faster
- Collated call information, extracted qualitative data and informed management about trends in client request for disability benefits.
Online Customer Care Representative
MTN Nigeria Communications Limited
01.2014 - 01.2016
- Effectively managed customer interaction. provided quality customer service to over 100 customers daily to their inquiries about products and services.
- Prioritized customer complaints, improved customer experience, resolved 50 tickets daily.
- Fixed financial problems linked to customer accounts, solved issues related to different subscriptions
- Managed customer data using customer relationship and management (CRM) tools like, Zoho, and Zendesk.
Education
Bachelor of Science - Geography and Regional Planning
09.2012
- Awarded a distinction for my field research project titled "Exploring the Physical and Human Geography of Auchi, Lokoja, and Their Environs.”
Skills
- Customer success, Inside sales, Design thinking, telephone skills, emotional intelligence and negotiation skills
- Customer Experience Management
- User research and Customer feedback management
- Customer Onboarding
- User engagement & Retention metrics
- Stakeholder management
- Customer consulting
- Client Campaigns
- Business Development Understanding
- CRM Software
Affiliations
- Rotary International - Paul Harris Fellow -2006
- Member - smart creators' Community (a community of aspiring writers) - 2019
Certification
- Practical Counseling skills , Udemy - May, 2022.
- Insightful customer interviews for product managers - September, 2022.
- The ultimate customer experience course, 3-in 1 - September, 2022.
- Become a product marketing manager/ product management MBA - September, 2022.
- Business development & B2B sales for startups - October, 2022.
- Product Management by ProductDive - May 2022.
Received a positive review, scoring 9/10, for the Capstone project: developed ReQuip, a product that aims to solve the problem of unqualified teachers working in K-12 education.
Completed the product management course with knowledge in product thinking, design, UX research, metrics, strategy, roadmap, growth, and launch to ensure successful products.
Timeline
Customer Success Representative - uLesson Education
10.2021 - Current
Inside Sales Representative - uLesson Premium learning (Coding school)
06.2021 - 09.2021
Inside Sales Representative - uLesson Education
01.2021 - 06.2021
Telemarketing specialist - OUTSOURCE GLOBAL
11.2019 - 06.2020
Online Customer Care Representative - MTN Nigeria Communications Limited
01.2014 - 01.2016
Igbinedion University - Bachelor of Science, Geography and Regional Planning
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