Client Success & Operations Leader

JESSICA NGUNAN CHIVIR

* *********** ******, *******, ***** +234 814-***-**** **************@*****.*** linkedin.com/in/jessica-ngunan-chivir-1772aa2a8

PROFILE SUMMARY

Results-driven Customer Success and Operations professional with over four years of experience enhancing client satisfaction, retention, and revenue growth across retail, e- commerce, and brand activation channels. Skilled in performance management, stakeholder engagement, and process improvement, with a proven ability to lead cross- functional teams to exceed sales and service targets. Adept at using CRM tools (Zendesk, Salesforce, Zoho) and data insights to improve customer experience (CX) and drive strategic decision-making. Passionate about building meaningful customer relationships, optimizing workflows, and achieving measurable business results. KEY SKILLS

Customer Success Management Client Retention & Engagement CRM Tools (Zendesk, Salesforce, Zoho)

Customer Experience (CX) Relationship Building Performance Tracking & Reporting Sales & Event Coordination Process Improvement Team Leadership Data-Driven Decision Making

CORE COMPETENCIES

Customer Satisfaction Project Management B2B Sales Organisational Development Office Management

Strategic Planning Social Media Communications Client Relations Conflict Resolution Event Planning

PROFESSIONAL EXPERIENCE

Customer Success Manager

Arami Essentials Cosmetics Nigeria – Ilupeju, Lagos Mar 2023 – Present Key Achievements:

Drove over 100% increase in quarterly lead generation through data-driven engagement initiatives.

Strengthened stockist retention and satisfaction through proactive relationship management and performance reviews.

Successfully managed 100+ brand events and pop-up activations, achieving all sales and engagement KPIs.

Implemented weekly reporting systems to track progress across all business channels, improving visibility and accountability. Core Responsibilities:

Improved service quality and efficiency through regular performance checks and process updates.

Built strong client and stockist relationships, helping expand business opportunities.

Managed the customer service team, ensuring quick issue resolution and excellent service delivery.

Created and implemented policies that enhanced customer satisfaction and daily operations.

Set and tracked monthly sales goals for key clients and stockists, developing strategies to meet targets.

Led weekly review meetings to track progress across customer and sales channels.

Analysed customer feedback and event data to improve CX and marketing performance.

Customer Service Executive

Arami Essentials Cosmetics Nigeria – Ilupeju, Lagos Oct 2021 – Feb 2023

Promoted in recognition of outstanding performance and customer engagement skills.

Managed customer accounts via Zendesk CRM, ensuring seamless service delivery and total satisfaction.

Conducted virtual consultations via Zoom and managed multi-channel inquiries (calls, emails, chats, social media).

Resolved escalated issues through proactive communication and cross-team collaboration.

Maintained high satisfaction levels with forward-thinking service strategies and quick issue resolution.

Customer Service Intern

Jumia Nigeria – Yaba, Lagos Oct 2020 – Oct 2021

Used Salesforce to manage live chats, emails, and calls, ensuring fast, professional responses.

Recognized four times as “Staff of the Week” for exceptional service.

Verified and pre-screened sales orders, resolving inquiries efficiently.

Applied problem-solving and communication skills to enhance the customer experience.

Administrative Officer

Attainables Nigeria Limited – Ikeja, Lagos State May 2019 – Dec 2020

Managed scheduling, inventory, and vendor relations to support daily operations.

Supported event logistics and client communications.

Improved administrative workflows to boost efficiency and responsiveness. EDUCATION

Bachelor of Arts – Linguistics (B.A.), Benue State University, Makurdi, Benue State

Sep 2014 – Aug 2019

German Language (A2) Aug 2024 – Nov 2024

CERTIFICATIONS

A Manager’s Guide to Superior Customer Service – MindEdge Learning, Waltham, MA June 18, 2023

The Project Management Course: Beginner to Project Manager April 16, 2025

Customer Experience Management March 28, 2021

REFERENCES

Available on request

Contact this candidate