Clinton

CLINTON TOBECHUKWU EKWUNIFE
Customer Support & Client Retention
[open contact info](look above in the "contact info" section)| Ireland
PROFILE SUMMARY
Customer Support professional with 5+ years of remote experience managing high-volume customer
interactions, resolving escalations, and supporting enterprise accounts across SaaS, fintech, and OTA
environments. Proven track record of improving customer satisfaction, reducing support issues, and
delivering seamless experiences across platforms including Airbnb, Booking.com, and Vrbo.
EXPERIENCE
Customer Support and Account Manager at Trivium, Canada (Remote) May 2024 – Jun 2026
▪ Managed a portfolio of 40+ enterprise clients, maintaining a 94% renewal rate through proactive
account management and early risk identification.
▪ Served as the primary point of contact for assigned customer accounts, managing post-sale
relationships, coordinating issue resolution, and ensuring a seamless customer experience.
▪ Partnered with Product and Sales to translate customer feedback into service improvements,
contributing to an 18% increase in customer satisfaction.
Customer Support & OTA Operations at Hospitable, USA (Remote) Nov 2022 – Apr 2024
▪ Handled 70+ customer interactions daily across phone and email, supporting guests and hosts
on Airbnb, Booking.com, and Vrbo while maintaining a 95%+ customer satisfaction score.
▪ Consistently ranked among the top 10% of support agents for first response time (FRT) and
resolution time (TTR) while maintaining a 95%+ customer satisfaction score.
▪ Resolved 100+ OTA escalations, including guest complaints, refunds and check-in issues,
maintaining service continuity during high-volume booking period.
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
Barrister-at-Law (B.L.) 2022 M.sc Management (2024)
Nigerian Law School Dublin City University
CERTIFICATIONS & AFFILIATIONS
HubSpot Service Hub Certified · Google Hustle Academy (2025)