Victor

VICTOR OMONONYE
CUSTOMER SUCCESS MANAGER

Lagos, Nigeria [открыть контакты](см. выше в блоке «контактная информация»)

PROFILE INFO
Customer-focused and tech-savvy professional with extensive experience in customer support, client relations, and
success management across real estate coaching, fintech, and outsourcing industries. Highly skilled in CRM tools, chat
platforms, and customer lifecycle management. Proven ability to manage high-value accounts and deliver top-tier service
in high-pressure environments.

EDUCATION WORK EXPERIENCE
Bachelor’s in Sociology Wing Assistant 2022-2025
Olabisi Onabanjo University
Customer Success Manager
Manage onboarding and retention of multiple client accounts in various industries.
| 2015 – 2019
Develop and maintain strong relationships with clients, ensuring satisfaction and identifying
opportunities for growth.
Virtual Assistant Monitor customer health scores and proactively address concerns to reduce churn.
Certification Conduct regular check-ins, performance reviews, and provide recommendations for
optimization.
ALX Africa | 2021 – 2022 Utilize CRM tools to track client progress, communicate updates, and document support
activities.
Collaborate with internal teams to improve processes and deliver exceptional service
outcomes.

Teamwhale (OlympTrade, FinTech)
2020-2022
Chat Support Specialist
SKILLS Resolved customer inquiries via live chat with a daily volume of 150+ chats.
Handled over 50 tickets daily using HelpDesk systems, with high accuracy and fast resolution
Project Management times.
Provided consultation via outbound calls using Oki-Toki, maintaining a high SLA and QA
Public Relations score (85%+).
Teamwork Assisted SUPER-VIP clients with accounts exceeding $50,000 in investment value.
Escalated complex issues through JIRA and MASARE while ensuring seamless follow-
Time Management through.

Leadership
Club Wealth (Real Estate Coaching) 2018-2020
Effective Communication
Client Relations Manager
Critical Thinking Managed a large client base, ensuring ongoing satisfaction and account health.
Scheduled and secured up to 10 successful appointments weekly.
Coaching
Used CRM tools (IFS, KEAP) to track leads, log communications, and manage pipelines.
Conducted outbound sales calls and follow-ups to nurture client relationships and increase
retention.
Maintained client rapport through consistent communication and personalized service.
CERTIFICATES
ALX: Virtual Assistant
Softwares/Tools
Certificate
JIRA / Confluence
Teamwhale: Serving HelpDesk / LiveChat
Customers Through Chat & Trello / Google Workspace
Text Slack / Zoom / Skype
Microsoft Office
Teamwhale: De-escalating
Conversations for Customer