Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/17239810/

Work experience

Customer support manager

from 07.2019 to 11.2025 (6 years 5 months)
Etisalat, Дистанційно (Телекомунікації, зв'язок)

ETISALAT — UAE | Jan 2019 – 2025 (Remote)
• Serve as a primary customer advocate, ensuring consistent service delivery and
high customer satisfaction across assigned customer segments.
• Led onboarding, coaching, and continuous enablement of 20+ customer-facing
agents, improving service quality and accelerating customer issue resolution.
• Improved First Contact Resolution (FCR) by 25% and sustained CSAT scores above
95% through proactive customer engagement and structured coaching.
• Monitored customer health indicators, including engagement trends, ticket volume,
SLA compliance, and escalation patterns, to proactively identify risks and
improvement opportunities.
• Acted as escalation point for complex customer issues, collaborating with product,
billing, technical support, and operations teams to drive timely resolution.
• Prepared and delivered weekly and monthly performance reports, translating
customer data into actionable insights for leadership decision-making.
• Supported documentation and optimization of SOPs, customer journeys,
onboarding materials, FAQs, and internal knowledge bases.
• Identified recurring customer pain points and escalated Voice of Customer (VoC)
insights internally to support product and service improvements.

Customer support representative

from 01.2017 to 02.2019 (2 years 2 months)
МТН Груп, ТОВ, Дистанційно (Оптова торгівля, дистрибуція, імпорт, експорт)

• Managed 80–100 customer interactions daily across phone, chat, and email while
maintaining high service quality and SLA adherence.
• Built strong customer relationships through empathetic communication, proactive
follow-ups, and effective problem-solving.
• Supported account retention efforts by resolving complex issues and ensuring
positive end-to-end customer experiences.
• Assisted junior team members with troubleshooting and best-practice customer
handling, contributing to a 20% improvement in customer loyalty metrics

Education

Kyiv National University of Trade and Economics (KNUTE) (Institute of Bukovina)

Faculty of Accounting, Audit and Informational Systems, Київ
Higher, from 2008 to 2012 (4 years)

Additional education and certificates

Customer Service Using AI & Machine Learning

2024, months

Zendesk Customer Service Professional Certificate

2024, 3month

Knowledge and skills

• Problem-Solving
• Emotional intelligence
• Customer advocacy
• Conflict resolution
• Leadership & coaching
• Advanced communication skills
• CRM expertise
• Omnichannel support
• Strategic thinking
• Remote team management
• AI-powered customer support
• Customer Success alignment
• Training & onboarding programs
• Ownership & accountability
• Strong customer-first mindset

Language proficiencies

English — fluent

Additional information

I’m a results-driven Customer Support and Customer Success Manager with over 8 years of experience helping global customers succeed, teams perform at their best, and businesses grow through exceptional customer experience. I specialize in building high-performing remote support operations that improve customer satisfaction, reduce churn, and turn support into a strategic growth function.

Across high-volume digital and e-commerce environments, I’ve acted as a trusted customer advisor—guiding customers from onboarding through adoption, renewal, and long-term retention. In my most recent role with Etisalat (UAE), I led and coached a distributed team of 20+ customer-facing agents, improved First Contact Resolution by 25%, and consistently maintained CSAT scores above 95% through proactive engagement, structured coaching, and data-driven decision-making.

What sets me apart is my ability to combine **people leadership, customer empathy, and analytics**. I actively monitor customer health signals such as engagement trends, ticket volume, SLA compliance, and escalation patterns to identify risks early and create meaningful interventions. I also collaborate closely with Product, Operations, and Technical teams to resolve complex issues, surface Voice of Customer insights, and continuously improve processes, SOPs, and knowledge bases.

I’m highly proficient with modern customer support and success tools, including Salesforce, Zendesk, Freshdesk, and Zoho CRM, and I’m comfortable working across omnichannel environments—email, chat, phone, and social support. I thrive in remote-first teams, communicate clearly across time zones, and take full ownership of outcomes.

I’m now seeking a remote opportunity where I can help a customer-focused organization strengthen retention, scale support operations, and deliver world-class customer experiences. I bring reliability, strategic thinking, and a strong customer-first mindset to every role—and I’m excited about the impact we can create together.

Thank you for your time and consideration. I’d welcome the opportunity to discuss how my experience can support your customers and business goals.

Warm regards,
Obinna Michael Erondu
Customer Support Manager | Customer Success Manager
Email: [open contact info](look above in the "contact info" section)