Blessing

BLESSING UJAM
CUSTOMER SERVICE REPRESENTATIVE
Calgary, AB,Canada || [відкрити контакти](див. вище в блоці «контактна інформація») || (825) 736-4901

PROFILE
Results-driven Customer Success & Technical Support Specialist with a proven track record of driving customer
satisfaction and resolving complex technical challenges. Adept at troubleshooting SaaS platforms, enhancing user
experience, and proactively reducing support tickets to improve product adoption. Skilled in leveraging CRM
systems, automation tools, and data-driven insights to personalize customer engagement, boost retention, and
maximize revenue growth. Passionate about building strong customer relationships, advocating for product
improvements, and delivering seamless customer experiences.

HIGHLIGHTS OF QUALIFICATIONS

 Customer Success & Retention Expert: Spearheaded initiatives that led to a 98%+ renewal rate on a $1M+
ARR portfolio and increased Net Revenue Retention (NRR) from 97% to 118% in six months.
 Tech-Savvy Troubleshooter: Diagnosed and resolved 58.3% of recurring technical issues, collaborating with
product and engineering teams to enhance platform usability and reduce customer frustration.
 Product Adoption & Engagement: Increased product usage by 65% for at-risk accounts through strategic
training, personalized outreach, and use-case-driven adoption programs.
 Process Optimization & Automation: Cut onboarding time by 50% (from 12 to 6 weeks) by implementing
streamlined workflows in JIRA, mutual success plans, and automation tools, accelerating customer time to
value (TTV).
 Multi-Channel Customer Support: Handled 75+ customer inquiries daily across phone, email, and live chat,
maintaining an industry-leading 98% first-contact resolution rate. Delivered 98% first-call resolution in billing,
technical, and product support, reducing average resolution time by 25% and improving overall customer
satisfaction.
 Data-Driven Growth Strategies: Utilized HubSpot CRM and analytics tools to track customer interactions,
identify upsell opportunities, and drive a 15% increase in subscription renewals and customer retention.
 Cross-Functional Collaboration: Partnered with sales, product, and development teams to translate customer
feedback into impactful product enhancements, proactively preventing future support escalations.

PROFESSIONAL WORK EXPERIENCE

Customer Success Manager Aug 2023-Jan 2025
RiseUp Logistics (Transportation Management Software), CA, USA

 Managed a portfolio of 60+ SMB and mid-market SaaS accounts, ensuring seamless onboarding, proactive
engagement, and a 98%+ renewal rate on a $1M+ ARR portfolio.
 Resolved 58.3% of recurring support tickets by diagnosing complex usability issues, collaborating with
technical teams, and advocating for product enhancements, improving overall user experience.
 Drove product usage by 65% among at-risk accounts through personalized outreach, interactive training
sessions, and targeted success strategies, ensuring customers maximized product value.
 Reduced onboarding time by 50% (from 12 to 6 weeks) by streamlining workflows in JIRA, implementing
mutual success plans, and accelerating time to value (TTV) for new customers.
 Increased NRR from 97% ($873K) to 118% ($1.06M) in six months by identifying upsell opportunities,
leading value-driven negotiations, and executing strategic renewal initiatives.

Customer & Technical Support Specialist Dec 2022-Aug 2023
Rogers Communications, Calgary, AB

 Provided billing, technical, and product support to residential and business clients, achieving a 98% first-call
resolution rate and reducing average resolution time by 25%.
  Proactively resolved customer issues across multiple channels, successfully troubleshooting problems,
minimizing repeat inquiries, and improving service efficiency.
 Processed thousands of service requests, account modifications, and technician scheduling, cutting
appointment backlogs by 30% and optimizing service delivery speed.
 Supported product launch campaigns that contributed to a 15% increase in customer retention, leveraging
insights from CRM tools (HubSpot CRM) for personalized outreach.
 Identified high-value upselling opportunities based on customer purchase history, increasing subscription
renewals by 15% and boosting repeat purchase rates.

Customer Service Representative Aug 2019-Nov 2022
Goodfood, Toronto, ON

 Managed the order-to-delivery process, ensuring smooth transactions and prompt customer support for 500+
monthly clients across Eastern Canada.
 Served as the primary customer contact for order inquiries and issue resolution across phone, email, and live
chat, leveraging Zendesk and Salesforce to track, manage, and resolve customer queries promptly, achieving
a 98% resolution rate within service-level agreements (SLAs).
 Processed 500+ digital orders monthly via e-commerce platforms, maintaining 100% order accuracy through
Sage ERP and reducing order fulfillment errors and delays by 25%.
 Led the support team in developing a comprehensive FAQ section with clear communication of policies and
product details, reducing recurring customer complaints and escalations by 40% and decreasing ticket
backlog by 25%.
 Improved internal coordination efficiency by 30% and ensured 98% on-time deliveries through proactive
engagement and collaboration with sales, warehouse, and logistics teams.

EDUCATIONAND CERTIFICATIONS

 Diploma in Business Administration—Humber College, Toronto, ON | 2019
 Certificate in Customer Service: Problem Solving and Troubleshooting—LinkedIn | 2022
 Google Project Management Certification—Coursera | 2024
 Customer Success Specialist Certified—Customersuccessu.org | 2024