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Maurice A. — Customer Success Representative from Nigeria

Maurice A.

Customer Success Representative

Nigeria 3-6 years
Open to offersNew to Platform
Languages
English
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About

Maurice A. is a seasoned Customer Success Representative with over four years of experience enhancing customer satisfaction across diverse sectors such as SaaS, Real Estate, Education, AI/IT, and E-commerce. He has consistently supported a global user base of over 650,000, achieving a customer satisfaction rate of 95–98% through effective CRM systems, which have also enabled a 22% improvement in customer retention. Maurice excels in technical troubleshooting and workflow optimization, resolving customer issues 35% faster than standard SLAs. At Nova Cloud Apps, he implemented a self-service knowledge base that reduced repeat inquiries by 5%, demonstrating his capability in knowledge management and efficient problem-solving. Additionally, he successfully converted 15% of inbound inquiries into qualified leads by leveraging CRM tools and collaborating with sales teams. His proficiency extends to managing high-volume support channels including email, live chat, and phone, further supported by his adept use of platforms like Zendesk and Zoho CRM.

Experience

  • Virtual Assistant | Social Media Manager | Customer Support

    OPKLINO Nigeria Ltd · 2023 — 2026
    Assisted over 300 customers monthly through email, live chat, and social media, maintaining an average first response time below 30 minutes while ensuring prompt issue resolution. Oversaw the management of more than 5,000 customer records in CRM systems, focusing on accurate documentation and lifecycle tracking to bolster retention and sales efforts. Provided administrative support to two business leaders by managing calendars, coordinating travel, and handling email correspondence to enhance operational efficiency. Conducted proactive customer follow-ups to sustain a customer retention rate exceeding 90% by swiftly resolving issues and reinforcing customer relationships.

  • Customer Success Representative

    Nova Cloud Apps · 2022 — 2023
    Provided support for 650,000+ active users via live chat and ticketing systems, achieving a resolution speed 35% faster than baseline SLAs. Delivered assistance to over 1,000 students and parents, upholding a 98% customer satisfaction score through effective communication and issue resolution. Established a self-service knowledge base, leading to a 5% decrease in repeat inquiries and enhancing information access. Facilitated new team member training, resulting in a 10% reduction in onboarding time through structured knowledge sharing. Enhanced lead qualification process, converting 15% of inbound inquiries into qualified leads in collaboration with the Sales team. Developed customer follow-up and retention workflows that significantly bolstered client retention by 22% and actively reduced churn risk. Engaged in CRM-driven support, addressing technical issues, managing complaint resolution, and optimizing workflows to elevate overall customer experience.