Freshdesk
Vera Chimaobim Ake
Customer Success Manager
Port Harcourt,Rivers State
Summary
I am a self-assured professional with a background in engaging clients, streamlining sales processes and assessing customer needs. An established Lead Generator promoting undeniable organizational skills and desiring the opportunity to work hard. An analytical problem-solver with a knack for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying onboarding processes to enhance clients engagement and boost performance.
Detail-oriented team player with strong organizational skills. I am able to handle multiple projects simultaneously with a high degree of accuracy.
I am a strong leader and problem-solver, dedicated to streamlining operations to decrease costs and promote organizational efficiency. I use independent decision-making skills and sound judgment to positively impact the organization success.
Overview
9
9
years of professional experience
Work History
Lead Generation Manager
Cafia Inc.
01.2024 - 02.2024
- Generated high-quality leads by researching and identifying potential clients through various online platforms.
- Streamlined lead generation processes by utilizing CRM tools for efficient tracking and management of leads.
- Assisted colleagues with their own lead generation tasks during peak times or when they needed support, contributing positively towards team success overall.
- Enhanced lead quality by conducting thorough pre-screening of prospects before forwarding to the sales team.
Customer Success Manager
Universal Learning Solution
05.2021 - 08.2023
- used data-driven insights to create targeted strategies for increasing overall client engagement levels.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for mentors.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for mentors.
- Implemented effective communication strategies that fostered long-lasting connections with users
- Championed innovative solutions that empowered users to optimize their use of the product effectively.
- Enhanced mentors and users satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined mentors and users onboarding process for accelerated product adoption and increased retention rates.
- Coordinated with managers and dev teams to provide prompt support and address users needs efficiently.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Conducted post-implementation follow-ups to solicit valuable feedback from users, enabling further enhancements in service quality.
- Developed comprehensive training materials that facilitated faster user proficiency with the product.
- Analyzed user feedback to identify areas for improvement, leading to enhanced product offerings.
- Played instrumental role in user satisfaction by working with DEV teams for proper resolution of service issues.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Generated reports and communicated results to line manager and dev team to provide insights into user success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry users.
- Used industry expertise, customer service skills and analytical nature to resolve mentors and users concerns and promote loyalty.
Project Coordinator
Universal Learning Solution
03.2015 - 08.2023
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Conducted thorough post-project evaluations to identify areas for improvement in future initiatives.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Assisted in developing training materials and organized workshops aimed at enhancing skill sets among teachers, mentors and stakeholders members working under various capacities on different projects within the organization.
- Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project''s execution phase, helping maintain smooth workflow across departments involved in its completion process.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the organization
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
- Negotiated contracts with vendors and suppliers, securing favorable terms for cost-effective procurement of resources needed for each project''s success.
- Elevated overall quality of completed projects by consistently monitoring progress. mentoring trained teachers and mentors and addressing issues proactively.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Maintained database and spreadsheets with accurate inventory and status.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Reported regularly to managers on project budget, progress, and technical problems.
Education
Ph.D. - Early Childhood Education
Ignatius Ajuru University of Education
Port Harcourt, Rivers State. 04.2001 -
Master of Arts - Early Childhood Education
Ignatius Ajuru University of Education
Port Harcourt, Rivers State 04.2001 -
Skills
Campaign Management
Performance Tracking
Cold-calling
Competitor Analysis
Training and mentoring
Client Relations
Customer Account Management
Strategic Planning
Staff mentoring & leadership
Customer Service
Training programs
Inter-department collaboration
Customer Retention
Client service optimization
CRM Software
Negotiation
Schedule Management
Report Analysis
Proficient in CRM
Project Planning
Multitasking Abilities
Needs Assessment
Problem Resolution
Negotiation and Conflict Resolution
Reliability
Computer Skills
Team Leadership
Task Delegation
Self Motivation
Professional Demeanor
Time Management
MS Office
Onboarding and Orientation
Onboarding new hires
Lead nurturing
Customer Service Management
Software
Zendesk
Hotspot
Intercomm
Trello
Asana
Mondaycom
Clickup
Zapier
Clockify
Zillow
Yelp
Google suits
Ms office
Swimming, playing video games, listening to audio novels
In my free time, I listen to romantic audio dramas on pocket FM appappappappaappappappa
Timeline
Lead Generation Manager
Cafia Inc.
01.2024 - 02.2024
Customer Success Manager
Universal Learning Solution
05.2021 - 08.2023
Project Coordinator
Universal Learning Solution
03.2015 - 08.2023
Ph.D. - Early Childhood Education
Ignatius Ajuru University of Education
04.2001 -
Master of Arts - Early Childhood Education
Ignatius Ajuru University of Education
04.2001 -