Customer Success Client Support

DEBORAH ADEPA SEFA

Hockley, TX • 323-***-**** • **************@*****.*** • www.linkedin.com/in/deborah-awo-sefa-776083171/

PROFESSIONAL SUMMARY

Resourceful and customer-focused professional with over five years of experience in customer success, support, and client relations. Adept at delivering personalized, high-quality assistance to clients through direct communication, empathy, and problem-solving. Skilled in remote and asynchronous communication, with a proven track record of building strong client relationships and delivering effective solutions that drive satisfaction and retention. Eager to leverage in-depth knowledge of customer needs, communication expertise, and collaborative approach to succeed in a dynamic B2B SaaS environment.

KEY SKILLS

• Customer Success & Support: Skilled in building meaningful client relationships, conducting customer onboarding, and ensuring client satisfaction in SMB and mid-market environments.

• Communication: Proficient in both written and verbal communication with demonstrated empathy and problem-solving abilities. Adept at delivering complex information in clear, client-friendly terms.

• Tech-Savvy: Experienced with CRM and helpdesk tools such as HubSpot, Intercom, Zoom, and Calendly, as well as async communication platforms like Slack and Loom.

• Remote Work Proficiency: Comfortable working in a fully remote, global team setting with asynchronous communication, collaborating across multiple time zones.

• Process Improvement: Demonstrated ability to create client support content, training materials, and onboarding processes to empower clients and drive product adoption.

PROFESSIONAL EXPERIENCE

Customer Success Specialist

Gray-Solly Divine Care Remote Feb 2023 - Present

• Serve as a product expert, deeply understanding features, functionality, and best practices to provide exceptional support.

• Facilitate customer understanding by conducting direct support via video calls, email, and chat, ensuring clarity and satisfaction with each interaction.

• Build and maintain strong client relationships by understanding unique workflows and resource management challenges, fostering long-term success.

• Collaborate closely with Customer Success Managers, relaying customer insights to help refine product improvements and enhance the client experience.

• Independently create onboarding and training materials to empower customers and streamline the transition to platform use.

Behavioral Intervention Specialist

Various Locations Los Angeles, CA Aug 2022 – June 2023

• Provided direct client support, identifying individual needs, managing concerns, and establishing trust through effective communication.

• Utilized customer insights to inform intervention strategies, supporting clients in navigating personal challenges and enhancing their experience.

• Developed tailored resources to educate clients, facilitating smoother transitions and greater understanding of tools and resources.

Administrative Assistant & Receptionist

Closet Warehouse Los Angeles Feb 2019 – Aug 2023

• Managed front-desk operations, including client scheduling, phone support, and meeting coordination, ensuring seamless service delivery.

• Delivered customer service across phone, email, and in-person interactions, achieving a high rate of client satisfaction.

• Performed clerical duties and provided administrative support, aiding in smooth office operations and efficient communication.

Amazon Shopper & Customer Service Representative

Amazon Beverly Hills May 2019 – Nov 2022

• Managed client interactions by providing information, resolving issues, and handling inquiries to enhance the customer experience.

• Achieved client satisfaction through attentive listening, responsiveness, and strong follow-up on customer inquiries.

EDUCATION

Bachelor of Arts in Sociology, Minor in Criminal Justice

California State University, Dominguez Hills 2022

Associate in Sociology

Los Angeles Trade Technical College 2019

Contact this candidate