Precious Odiase
St. Johns,NL
Summary
Customer-focused professional with a successful four-year career in the SaaS sector. Dynamic successful applying support and tech skills in busy business environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
VISH
07.2024 - Current
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Worked closely with the product team for technical resolution using effective tools such as GitLab and Logrocket
- Effective use of CRM software such as Hubspot. Slack, Freshdesk for seamless ticketing and resolution.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
Customer Success Representative
Acadify
03.2023 - 03.2024
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved.
- Analyzed customer feedback data to identify trends and opportunities for improvement in service offerings.
- Assisted in the development of customer success training materials to enhance team performance and expertise.
Customer Success Representative
Article
12.2022 - 03.2023
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints (Call, emails and chat).
- Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
- Effectively made use of CRM tools such as Freshdesk and Hubspot for ticket management and issue resolution.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
Education
MSc. Computer Networks and Security -
University of Essex
11.2015
B.Eng Information and Communication Technology -
Covenant University
07.2012
Skills
- Process Building
- Technical Project Management
- Team Leadership & Motivation
- Multi-project Coordination
- Effective Communication
- Problem Solving
-CRM Software
-Technical Support
Languages
English
Certification
- Professional Scrum Master 1 - PSM1
- Professional Scrum Master 11 - PSM11
Timeline
Customer Success Specialist
VISH
07.2024 - Current
Customer Success Representative
Acadify
03.2023 - 03.2024
Customer Success Representative
Article
12.2022 - 03.2023
MSc. Computer Networks and Security -
University of Essex
B.Eng Information and Communication Technology -
Covenant University
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