Victoria Chidinma Iwu

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Customer Success Specialist

Vesti Technologies,

Feb 2023 - Current (3 years 5 months)

❖Managed a portfolio of customer accounts, maintaining a 95% customer satisfaction (CSAT) score. ❖ Led customer onboarding and product adoption initiatives, reducing time-to-value by 30%. ❖ Conducted quarterly business reviews and account check-ins to identify retention and expansion opportunities. ❖ Collaborated with Product, Operations, and Engineering teams to resolve customer issues and improve service delivery. ❖ Monitored customer health metrics and implemented proactive engagement strategies that reduced churn by 20%. ❖ Maintained accurate CRM records and customer documentation to support reporting and account management.

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Customer Success Associate

Optival Capital Partners

Mar 2022 - Dec 2022 (10 months)

❖Served as the primary point of contact for customers, providing timely support and relationship management. ❖ Improved product adoption rates through customer training sessions and usage guidance. ❖ Resolved customer inquiries and escalations efficiently, achieving a 92% first-contact resolution rate. ❖ Partnered with internal teams to address operational and technical customer issues. ❖ Tracked customer engagement and identified at-risk accounts for proactive retention efforts. ❖ Contributed to process improvements that streamlined customer support workflows.

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Administrative Support

Vision Mate Academy

Jan 2021 - Dec 2021 (1 year)

• Handled document creation, formatting, and quality checks, maintaining high accuracy standards. Managed internal mail, inquiries, and administrative workflows. Supported management with scheduling, travel planning, and task prioritization. Maintained confidential records and compliance-related documentation. Assisted with updating business databases and generating weekly reports. Provided general operational support that improved team productivity by 25%.

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Customer Success Associate

D-duchess Clothing

Nov 2019 - Nov 2020 (1 year 1 month)

• Handled customer inquiries regarding account management, billing, and service usage. • Reduced customer complaints by 25% through proactive support and clear communication. • Assisted in streamlining support workflows, increasing efficiency by 15%. • Provided personalized solutions to improve customer engagement and retention. • Conducted follow-ups to ensure customer satisfaction and issue resolution.

Victoria Chidinma Iwu

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