UCHECHUKWU PRECIOUS ONUOMA

Managed customer success for a fintech platform, specializing in high-stakes crypto wallet issue resolution and onboarding optimization.

• Resolved high-stakes crypto wallet issues, reducing average resolution time by 30% through expert troubleshooting and clear communication.
• Delivered clear, proactive support communication to over 200 crypto users weekly, ensuring understanding and enhancing user satisfaction.
• Improved the customer onboarding flow, successfully cutting customer drop-off rates by 15% and boosting user retention.

Provided comprehensive customer support for an automotive service provider, focusing on personalized assistance and complex inquiry resolution.

• Provided personalized assistance to customers via WhatsApp and email, expertly resolving 30-40 daily inquiries regarding car servicing, spare parts, and payments.
• Reduced customer frustration and enhanced clarity by simplifying complex service packages, warranties, and payment options into easily understandable language.
• Coordinated effectively with the technical team to resolve complex product issues, ensuring seamless handoffs and faster resolutions for customers.
• Built strong customer trust through proactive follow-ups after service completion, contributing to increased repeat bookings and valuable referrals.
• Systematically documented recurring complaints and shared actionable insights with management, leading to improvements in customer communication and service quality.

Managed high-volume customer interactions for an e-commerce fashion brand, improving satisfaction and resolving complex issues.

• Managed over 60 customer interactions daily across chat, email, and phone channels, consistently achieving a 90%+ satisfaction rate.
• Partnered with the logistics team to strategically reduce delivery complaints by 20%, enhancing overall customer experience and operational efficiency.
• Resolved complex order, refund, and delivery issues with empathy and efficiency, ensuring positive shopping experiences for customers.
• Collaborated with the product team to integrate customer feedback into new product releases, directly influencing product development and alignment with user needs.