Wayne

WAYNE JONGWE
CUSTOMER SUCCESS MANAGER

SUMMARY
Customer Support and Account Management professional with 3+ years of experience in SaaS and product-
based environments. Proven ability to manage customer relationships, resolve technical and billing issues,
and deliver high-quality support across chat, email, and ticketing systems.
Experienced in Hubspot, Zendesk, Confluence, and Jira, with a strong focus on customer satisfaction (CSAT),
response time, and process improvement. Adaptable, detail-oriented, and proactive in improving customer
experience and internal workflows.

CORE SKILLS
Customer Support (Email, Chat, Zendesk, Jira, HubSpot KPI Management (FRT, Resolution
Ticketing, Calls) Customer Onboarding & Retention Time, CSAT, Refund Rate)
Account Management & Knowledge Base & Documentation Process/Workflow Improvement &
Customer Success Managing refund policies and Optimization
SaaS Product Support & processing refunds through the Excel / Google Sheets (Reporting &
Troubleshooting Accounting Department Analysis)
API & Integrations (Basic
Understanding)

PROFESSIONAL EXPERIENCE
Account Manager | Customer Success Jan 2025 – Nov 2025
Liveforce.co

Managed multiple client accounts as the primary point of contact for support, billing, and product-related
inquiries
Built long-term customer relationships, improving retention and customer satisfaction
Onboarded new customers (account setup, product demos, best practices)
Provided support via chat and email with strong response and resolution times
Used HubSpot for ticket management and Jira+Slack for escalation to technical teams
Monitored customer activity to identify churn risks and improve engagement
Shared customer feedback with product teams to support UX improvements
Improved internal documentation and knowledge base

Customer Support Representative Jan 2023 – Feb 2024
SupportYourApp
Delivered high-volume SaaS customer support via chat and email
Maintained strong KPIs (response time, resolution time, CSAT)
Managed tickets in Zendesk and escalated technical issues when needed
Documented interactions to ensure consistency and knowledge sharing
Adapted quickly to new products, tools, and workflows

Customer Support Representative Mar 2024 – Dec 2024
Fornova
Managed multiple live chat sessions while maintaining high service quality
Resolved product-related issues efficiently in a fast-paced environment
Used Zendesk and Jira for issue tracking and escalation
Contributed to the knowledge base and internal documentation
Improved response efficiency through structured workflows
Sales Development Representative (SDR) Jan 2023 – Feb 2024
Dev.Pro
Generated and qualified high-value leads through outbound prospecting (email, LinkedIn, and cold
outreach), consistently building a strong sales pipeline
Conducted discovery calls to identify client needs, business challenges, and technical requirements
Delivered tailored product presentations and demos, clearly communicating value propositions to
prospective clients
Collaborated closely with sales, marketing, and product teams to align solutions with customer
requirements
Maintained accurate records of all interactions and pipeline activity in HubSpot CRM
Supported deal progression by handling follow-ups, objections, and initial negotiations
Contributed to improving outreach messaging and sales strategies based on customer feedback
and results
Key skills: Lead Generation • Sales Outreach • CRM (HubSpot) • Client Communication • Negotiation •
Product Presentation • Pipeline Management • Discovery Calls

Sales Development Representative (SDR) Mar 2022 – Aug 2022
Ocus Growth & Partners
Proactively sourced and engaged new prospects through cold outreach, social selling, and targeted
campaigns
Built and managed a consistent pipeline of qualified leads aligned with company growth targets
Presented company services to potential clients, clearly articulating business value and ROI
Handled objections and negotiated early-stage deal terms to move prospects through the sales
funnel
Consistently exceeded monthly and quarterly sales KPIs through disciplined outreach and follow-up
strategies
Tracked performance metrics and adjusted outreach strategies to improve conversion rates
Collaborated with internal teams to refine sales messaging and improve lead quality
Key skills: Prospecting • Cold Outreach • Sales Strategy • Closing Techniques • Relationship Building •
Target Management • KPI Tracking • Sales Funnel Management

Customer Support & Sales Representative Jan 2021 – Feb 2022
Genesis
Delivered customer support via phone, email, and in-person interactions, resolving issues efficiently
and professionally
Balanced support and sales responsibilities by identifying upsell and cross-sell opportunities during
customer interactions
Investigated and resolved customer complaints, ensuring positive outcomes and maintaining
customer trust
Built strong, long-term relationships with customers, contributing to repeat business and retention
Managed multiple customer requests simultaneously while maintaining high service standards
Applied problem-solving and communication skills to handle complex or sensitive situations
Contributed to team targets by supporting both customer satisfaction and revenue generation goals

Key Skills: Customer Service • Conflict Resolution • Sales Support • Communication • Problem-Solving •
Client Retention • Upselling • Multitasking
 EDUCATION

University of Pécs, Hungary 2022 – 2025
BSc Earth Science (Geology)
Developed strong analytical, research, and data interpretation skills
Applied structured problem-solving and data analysis in academic projects

Yuriy Kondratyuk Poltava Polytechnic, Ukraine 2017-2019
Oil and Gas Engineering
Studied core engineering principles including thermodynamics, fluid mechanics, and energy systems
Developed strong analytical and technical problem-solving skills through engineering coursework
Gained experience in data analysis, system modeling, and interpreting complex technical
information
Built a structured approach to troubleshooting and understanding large-scale operational systems

NUST University 2017-2019
Business Management and Finance
Gained foundational knowledge in business operations, financial management, and organizational
strategy
Studied key concepts in accounting, economics, and business decision-making
Developed analytical skills through financial analysis, budgeting, and data interpretation
Built an understanding of how businesses operate, scale, and optimize performance

ADDITIONAL INFORMATION
Languages: English (Native), Ukrainian (Basic), Zulu (Native), Hungarian (Basic)
Certifications: BSc In Science