Customer Success Representative/ Manager

Devcent

Portfolio Management & Client Relations

• Orchestrate comprehensive customer success operations for 175+ B2B clients, maintaining industry-leading 98% customer satisfaction rate
• Execute bi-weekly strategic account reviews using advanced SQL and CRM analytics, identifying expansion opportunities that contributed to 20% increase in upsell revenue over 12 months
• Manage 500+ written support tickets weekly through sophisticated email and CRM workflows, ensuring empathetic and solution-focused communication

Customer Experience Specialist

VACC (Vera Alex Crypto Company) | 

Crisis Management & Client Retention

• Resolved 100+ weekly support issues during extreme crypto market volatility, maintaining 95% satisfaction rate across 150+ daily interactions spanning 15 countries
• Coordinated critical cross-functional communications during 15+ payment processing disruptions, synthesizing complex technical information for user-facing channels and maintaining client trust during crisis periods

Customer Relations Manager

Melvich Moore Limited | Lagos, 

Strategic Account Management

• Managed critical B2B payment relationships and aligned invoicing cycles to client procurement systems, preventing $400K in potential churn through proactive relationship management
• Conducted 150+ structured client interviews to identify friction points in billing workflows, enabling strategic realignment that significantly reduced escalations

Process Optimization & Technology Implementation

• Utilized advanced Salesforce and HubSpot CRM functionalities to create comprehensive AR dashboards and implement timely follow-up protocols for overdue invoices
• Analyzed billing trends across 60+ enterprise accounts using sophisticated Salesforce reporting, implementing targeted process enhancements that reduced average resolution time from 5 to 2 business days