Customer Success Service

Victor Abobare

*.*******@*****.*** https://www.linkedin.com/in/victor-abobare/ +1-587-***-**** Calgary, AB Canada PROFILE

Customer Service and Customer Success professional with a strong track record of driving customer satisfaction through exceptional management of customer requests, relationships, and salient business-growth opportunities with customers. Adept at fostering profitable relationships, improving customer adoption, and implementing strategic initiatives to enhance customer experience and loyalty. Highly proficient in stakeholder engagement, CRM tools, and data-driven decision-making. Newly settled in Canada under the Permanent Residency Skilled Workers Program and seeking to leverage my expertise to drive customer-centric success. TOP SKILLS

Customer Success & Retention

Customer Experience & Engagement

Onboarding & Customer Adoption

Stakeholder & Relationship Management

Data-Driven Decision Making

CRM (Salesforce, HubSpot, Zoho)

Cross-functional Collaboration

Customer Support & Issue Resolution

Market Research & Competitive Analysis

Process Optimization & Change Management

Business Growth & Upselling Strategies

Team Leadership & Training

MS Office

MEDDIC Sales & CLV Optimization

WORK EXPERIENCE & ACHIEVEMENTS

Business Gems Lagos Nigeria

Co-Founder (Strategy, Business Development & Customer Success Manager) 01/2020 – 10/2024

Led customer onboarding processes, ensuring seamless adoption and utilization of logistics solutions

Developed customer success strategies to enhance retention, customer satisfaction, and repeat business

Negotiated customer contracts and service-level agreements to maximize satisfaction and profitability

Managed customer feedback loops, analyzed insights, and implemented service improvements

Fostered relationships with key customers, driving a high level of engagement and loyalty Cerba-Lancet Laboratories Lagos Nigeria

Country Business Development & Customer Success Manager 02/2015 – 11/2019

Implemented and managed customer success initiatives, leading to a 90%+ customer retention rate

Spearheaded customer feedback surveys, analyzed insights, and enhanced service delivery

Developed personalized loyalty programs, increasing repeat business and long-term engagement

Improved complaint resolution processes, reducing churn and improving customer satisfaction scores to 90%

Collaborated with sales and marketing teams to ensure a seamless customer journey and value delivery

Led training and coaching sessions for customer service teams, enhancing responsiveness and service quality

Cerba-Lancet Laboratories Lagos Nigeria

Business Development/ Customer Success Team Lead

03/2012 – 01/2015

Championed the implementation of territory sales strategies, and nurtured customer relationships, hence contributing 45% quarterly increase in territory sales

Conducted customer check-ins, ensuring service satisfaction and proactive issue resolution

Led upselling and cross-selling initiatives, increasing revenue and deepening customer engagement

Collaborated with internal teams to ensure 98% compliance with agreed service-level agreements

Implemented CRM best practices, streamlining customer data tracking and relationship management Synlab (formerly PathCare Ltd.) Lagos Nigeria

Customer Services/ Relationship Officer

03/2010 – 02/2012

Provided exceptional customer service, leading to a 95%+ monthly customer satisfaction rate

Resolved customer issues efficiently, improving retention and engagement

Monitored customer performance, provided recommendations, and enhanced service delivery

Supervised new branch setup, ensuring smooth operations and customer service excellence EDUCATION

Obafemi Awolowo University Nigeria

MBA, Marketing (Approved by World Education Service) 2015

Adekunle Ajasin University Nigeria

BSc, Biochemistry

2006

CERTIFICATIONS & TRAINING

Effective Listening and Asking Great Sales Questions – LinkedIn Learning (2025)

Social Media Marketing Professional – Hootsuite (2025)

Sales Strategy and Salesforce - LinkedIn Learning (2025)

Data Visualization with Power BI - Great Learning (2022)

Customer Relationship Management - Great Learning (2022)

Marketing and Retail Analytics-Advanced - Great Learning (2022)

Operations Management Strategy - Metropolitan School of Business & Management, UK (2021)

Soft Skills: Working with Others in Canada – SOPA (2021)

Scrum Fundamentals Certified – SCRUMstudy (2021)

Fundamentals of Digital Marketing - IAB Europe endorsed Google Skill for Africa (2020)

Workplace Executive Leadership - Vantage Consulting (2019)

Change Management - APMG International, UK (2014)

Customer Service Excellence – Insolitus (2011)

Professional Selling Skills & Managing Key Customer Accounts - Terchi Development Service (2010)

Proficiency in Management - Nigerian Institute of Management Chartered (2008) INTERESTS

Building relationships

Customer advocacy

Data-driven insights

Problem-solving

Impacting others

Business growth

Self-development

Chess & Scrabble

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