Patrick Anthonio

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Customer Success Manager

NexaLabs

Nov 2023 - Current (1 year 8 months)

• Handled over 500 monthly customer interactions via email and chat, consistently achieving a 98% satisfaction rating. • Streamlined meeting and travel scheduling for executives, eliminating overlaps and improving calendar accuracy by 100%. • Cleaned and organized internal files, cutting document retrieval time by 30% and boosting team efficiency. • Utilized problem-solving skills to effectively address client issues, identify root causes, and coordinate with cross-functional teams to implement solutions, thereby enhancing overall customer satisfaction and support efficiency. Additionally, supported clients with integrating third-party tools, including Mailchimp, into their marketing workflows, and utilized Mailchimp internally to man

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Customer Success Manager

Aya Data

Aug 2022 - Oct 2023 (1 year 3 months)

• Supported onboarding of 35+ clients and partners, accelerating activation timelines by 40% and improving retention. • Coordinated cross-team workflows using Notion and Slack, reducing internal task delays by 25%. • Managed 200+ client conversations weekly, contributing to a quarterly average NPS of 92%. Additionally, as a Customer Success Manager, I focused on customer satisfaction improvement, which is fundamental to the role. Ensuring clients are happy, supported, and perceive value directly influences key satisfaction metrics such as NPS and retention rates. - Leveraged data management skills to organize and monitor large datasets for AI and data labeling projects, ensuring accuracy and enhancing client satisfaction through effecti

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Technical Support Officer

IDS Next Business Solutions Pvt Ltd

Jul 2021 - Jul 2022 (1 year 1 month)

• Delivered technical assistance to clients, resolving issues and optimizing user experience with digital tools. • Fostered strong client relationships by proactively identifying and addressing concerns, increasing retention by 18%. • Collaborated with the product team to streamline customer feedback, enhancing the product roadmap with valuable customer insights. Delivered first-line tech support to 150+ users weekly, raising ticket resolution rates by 35%. • Collaborated with engineering teams to escalate complex issues, reducing resolution cycles by 20%. • Conducted onboarding walkthroughs, increasing user adoption and reducing early churn by 25%. Additionally, while Mailchimp was not directly utilized in my role, I recognize

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Customer Service Representative

AirtelTigo Ghana

Nov 2018 - Jun 2021 (2 years 8 months)

• Fielded 80+ daily calls with a first-call resolution rate of 87%, maintaining a 95% CSAT over 3 years. • Resolved billing and service issues through cross-department collaboration, reducing complaints by 18%. • Documented all interactions in CRM tools, improving case handovers and customer follow-ups by 30%. Additionally, utilized Google Workspace tools like Gmail and Google Docs for effective communication with customers and internal teams, ensuring thorough documentation of resolutions and collaboration on escalated issues. Managed and updated large volumes of customer data daily, tracking complaints, SIM registrations, and resolution logs to maintain accuracy and compliance with internal policies. Employed Microsoft Excel to log ca

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MIS Officer (National Service)

National Health Insurance Authority (Keta)

Sep 2017 - Oct 2018 (1 year 2 months)

• Managed data entry and claims reporting across departments, ensuring 100% accuracy and timely submission. • Scheduled regional team meetings and supported new staff training on database systems. • Played key role in communication and data sharing across administrative units. • Enhanced organizational and administrative skills through meticulous record management and schedule coordination, which are essential for roles such as Virtual Assistant or Customer Service Representative. • Supported internal teams by sharing updates and following up on tasks, facilitating smooth communication and support that is vital for client interactions.

Patrick Anthonio

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Patrick's behavioral traits
Patrick's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.