Lilian Uma
📇 Contact
umalilianuche@gmail.com
👂🏽 Customer Success Highlights
Resolved customer inquiries on phone, email, and chat within about one hour on average, keeping CSAT at 80%+ for multiple quarters. Managed AR/AP and invoice follow-ups, ensuring timely payments and reducing overdue accounts through structured tracking and callbacks. Built 20+ SOPs, FAQs, and enablement guides that improved response speed, reduced onboarding drop-offs by 25%, and increased product adoption. Maintained CRM hygiene across HubSpot, Salesforce, Zoho, and Gorgias, ensuring accurate records, timely follow-ups, and escalations only when necessary. Conducted proactive callbacks and feedback collection that drove 95% customer satisfaction and reduced repeat inquiries by 18%. Experienced with Google Sheets/Excel for reporting, Slack/Zoom for team coordination, and multiple project management tools (Asana, ClickUp, Trello, Jira, Monday.com). 💻 Work experience
TALENTPOEL | SALES MANAGER & CLIENT ONBOARDING SPECIALIST
Dover, Delaware (Remote) (JUNE 2024 - JULY 2025)
Served as the primary point of contact, answering phone, email, and chat messages within one hour on average and escalating only when needed. Booked appointments and managed follow-ups for 30+ SaaS founders, ensuring milestone completion and smooth onboarding. Maintained CRM hygiene (HubSpot, Apollo) to track progress, automate reminders, and prevent drop-offs. Coordinated AR/AP tasks by following up on invoices and ensuring accurate records, reducing overdue accounts. Created 20+ SOPs, FAQs, and enablement guides that standardized responses and improved client activation by 33%. Re-engaged dormant accounts with targeted outreach, lifting open rates from 2.2% to 14.4% and driving 10% conversions. NEW WAVES DEVS | CUSTOMER SUPPORT & SUCCESS SPECIALIST
Kyiv, Ukraine (Remote) (March 2023 - May 2024)
Delivered multichannel support (chat, email, voice) to 100+ B2B SaaS and fintech clients, maintaining 80% CSAT. Scheduled and confirmed interviews/follow-ups, cutting the average time to hire from 20 days to 14 days. Created 20+ knowledge articles, guides, and SOPs, increasing feature adoption by 25% and reducing repeated inquiries. Monitored queues, triaged escalations, and tracked SLAs to ensure timely resolutions. Proactively checked in with customers and documented outcomes, reducing onboarding drop-offs by 25%. PUBLIC COMPLAINTS COMMISSION | CUSTOMER INFORMATION OFFICER
Lagos, Nigeria(On-Site) (April 2021 - March 2025)
Resolved 200+ monthly complaints via phone, in-person, and written channels, with a documented 95% satisfaction rate. Maintained SLA adherence by cutting average resolution time from 5 to 3 days and reducing escalations by 25%. Conducted callbacks and feedback collection, ensuring follow-through and improving customer trust. Drafted clear process guides and FAQs that reduced repeated contacts and improved customer self-service. Recognized as #2 nationwide out of 1,000+ officers for resolution speed and service quality. CONSOL | CUSTOMER SERVICE REPRESENTATIVE
Lagos (On-Site) (June 2017 - Aug 2021)
Resolved 95% of billing and supply-related inquiries on first contact, improving customer satisfaction scores by 30%, by combining technical knowledge with empathetic, clear communication. Reduced customer wait times by 40% by redesigning call-handling scripts and coordinating directly with the technical maintenance team for real-time outage updates. Handled an average of 80+ daily calls and in-person queries, maintaining accuracy and professionalism while managing high-pressure customer situations. Improved payment compliance rates by 20% by educating customers on prepaid metering systems and guiding them through error resolution processes. Collaborated with field engineers and account officers to ensure timely fault resolution and follow-up, turning recurring complaints into long-term trust. 🌏 Education
Abia State University, B.Sc. Humanities | Mass Communications
🛠 Skills & Tools
CRM & Helpdesk: HubSpot, Salesforce, Pipedrive, Zoho, Zendesk, Freshdesk, Intercom, Gorgias Productivity & Collaboration: Google Sheets, Excel, Slack, Zoom, Google Workspace, Asana, Notion, Jira, ClickUp, Trello, Monday.com. Customer Success: Onboarding & Activation, Relationship Building & Retention, Health Metrics Reporting, Documentation & Knowledge Base, Appointment Scheduling, Feedback Collection, Invoice Follow-ups & AR/AP, Escalation Management, SOPs/FAQs Creation. Communication & Service: Empathetic Written and Verbal Communication; Active Listening; Conflict De-escalation; Stakeholder Updates and Follow-through; Responds to Customer inquiries in under an hour; Proactive Callbacks and Feedback Collection; Flexible across U.S. time zones (including CST).
Online Resume