Clinton

CLINTON TOBECHUKWU EKWUNIFE
Customer Support & Client Retention
[open contact info](look above in the "contact info" section) | Dnipro, Ukraine | Telegram: @clintontobe
PROFILE SUMMARY
Customer Support professional with 5+ years of remote experience managing high-volume customer
interactions, resolving escalations, and ensuring platform accuracy across SaaS and fintech
environments. Proven track record of maintaining high satisfaction scores through proactive issue
resolution and operational consistency. Experienced in supporting OTA booking environments
including Airbnb, Booking.com, and Vrbo.
EXPERIENCE
Customer Support at Trivium, Canada (Remote) Jun 2024 – March 2026
▪ Supported 40+ enterprise clients and maintained a 94% renewal rate by staying ahead of account
concerns and keeping communication consistent.
▪ Resolved customer issues directly and reduced escalation turnaround time by 30%, helping
preserve strong long-term client relationships.
▪ Worked closely with product and sales teams to act on customer feedback, contributing to an 18%
improvement in satisfaction scores.
Customer Support & OTA Operations at Hospitable, USA (Remote) Nov 2022 – Apr 2024
▪ Supported hosts across Airbnb, Booking.com, and Vrbo, resolving 100+ OTA guest enquiries
weekly while maintaining a 95%+ CSAT.
▪ Monitored and resolved 30+ booking and calendar synchronization issues monthly,
preventing reservation conflicts and double-booking risks.
▪ Managed 40–50 OTA escalations monthly including guest complaints, check-in issues, refunds,
and platform errors.
Customer Support Representative at Invest Bamboo (Remote) Apr 2020 – Jan 2022
▪ Handled daily customer interactions in HubSpot and consistently maintained complete follow-up
records across all active accounts.
▪ Guided new users through onboarding and product education, helping increase platform
engagement by 28% within one year.
▪ Resolved 50+ customer enquiries weekly while maintaining a 95%+ customer satisfaction score.

SKILLS
OTA Operations: Airbnb · Booking.com · Vrbo · Calendar Management · Reservation Monitoring ·
Customer Support: Relationship Management · Escalation Resolution · Client Retention · Onboarding
Customer Support Platforms: Intercom · Help Scout · Zendesk · HubSpot · Gainsight
Communication & Collaboration: Slack · Zoom · Microsoft Teams · Google Workspace · Loom
Analytics & Reporting: Power BI · Google Sheets · Looker Studio · Excel · Notion
Ticketing & Workflow: Asana · Trello · Calendly · Zapier
EDUCATION
B.L. (Barrister-at-Law) 2022
Nigerian Law School
LL.B. (Bachelor of Laws) 2021
University of Nigeria, Nsukka
M.sc International Law 2025
Oles Honchar Dnipro National University
CERTIFICATIONS & AFFILIATIONS
HubSpot Service Hub Certified · Google Hustle Academy (2025)