Ebubechukwu

EBUBECHUKWU ODOH
Account Manager | Customer Experience | Business Growth

PROFESSIONAL PROFILE

A driven account management and customer operations professional with 5+ years' experience delivering exceptional client
experiences and supporting business growth across logistics, e-commerce, SaaS, and fintech environments. Proven ability to
manage high-volume global customer relationships, optimise operational workflows, and identify opportunities to improve
retention and revenue.
Adept at building strong stakeholder relationships, resolving complex customer challenges, and implementing process
improvements that enhance efficiency and customer satisfaction. Recognised for combining analytical problem-solving with
empathetic communication to deliver measurable results and long-term customer loyalty.
An influential contributor to operational excellence who thrives in remote, fast-paced international teams and consistently
supports business objectives through proactive account and relationship management.

CAREER SUMMARY

Logistics Operations Coordinator, Velocita Freight Lab 03/2024 – 03/2026
Coordinated global logistics operations while managing international client relationships and Remote
improving delivery performance across North America and Europe. Key Responsibilities
Coordinated over 120 international shipments weekly while maintaining consistent
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communication with global clients.
Acted as the primary liaison between customers, carriers, and customs brokers to resolve
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shipping delays and operational issues.
Implemented proactive communication workflows to improve delivery transparency and
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customer satisfaction.
Monitored logistics performance metrics and identified opportunities for process
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improvements.
Ensured accurate tracking, reporting, and status updates for all shipments.
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Collaborated with cross-functional teams to improve operational efficiency and reduce service
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disruptions.
Key Achievements
Improved on-time delivery rate from 88% to 96%.
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Reduced recurring delivery complaints by 30%.
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Increased client retention by 18% through improved tracking transparency and
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communication.
Customer Experience Specialist, Klyra Marketplace 01/2023 – 02/2024
Managed high-volume global customer interactions while supporting customer retention and Remote
improving e-commerce experience. Key Responsibilities
Managed 80-100 daily customer interactions across chat, email, and social channels.
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Resolved order, delivery, and refund issues quickly while maintaining high customer
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satisfaction.
Identified checkout friction points and collaborated with internal teams to improve user
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experience.
Provided onboarding and training support for new team members.
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Maintained consistent CRM documentation and reporting.
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Key Achievements
Maintained 97% CSAT score.
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Contributed to 12% reduction in cart abandonment.
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Trained 5 new support agents.
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Technical Support Associate, Orbianix Systems 06/2022 – 12/2022
Provided global SaaS technical support and collaborated with engineering teams to improve Remote
product stability and documentation. Key Responsibilities
Resolved technical issues for users across multiple regions.
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Simplified complex technical guidance into user-friendly solutions.
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Documented bugs and collaborated with engineering teams.
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Built knowledge base resources for internal teams.
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Key Achievements
Resolved 85% of issues on first contact.
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Reduced repeat inquiries by 25%.
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Customer Support Representative, Paylume Financial 04/2021 – 05/2022
Supported global fintech users with payment processing, account verification, and dispute Remote
resolution. Key Responsibilities
Handled sensitive financial customer issues with confidentiality and accuracy.
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Resolved account and transaction concerns quickly and professionally.
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Maintained compliance with financial service regulations and data protection standards.
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Key Achievements
Reduced escalation rate by 22% through strong first-response resolution.
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CORE SKILLS

Relationship Management Stakeholder Engagement Account Coordination
Customer Experience Strategy Business Process Improvement Operations Management
Client Retention & Loyalty Cross-Functional Collaboration Customer Communication
Problem Solving & Escalation CRM & Support Systems Workflow Optimisation
Handling

LANGUAGES

ENGLISH — C2

SYSTEMS & TOOLS

Zendesk HubSpot
Freshdesk Intercom