Freida Ekwueme

Customer Success Manager • Operations Manager • Houston, TX, US

Product Management

SaaS

Problem Solving

Program Coordination

Process Improvement

Communication

Available for hire fromNegotiable

Full-Time Roles

Contracts

Detail driven operations coordinator with a passion for innovation and continuous improvement with a creative and forward-thinking mindset.

As a highly motivated and detail-oriented operations coordinator, I've gained extensive experience managing complex operations and optimizing processes to drive efficiency and reduce costs. With a strong background in data analysis and project management, I'm able to identify areas for improvement and implement solutions that deliver measurable results. Outside of work, I enjoy staying active through cycling and hiking and love trying out new restaurants around the city.

Projects

Visual SaaS B2B pitch

A visual representation of how sales representatives worked tirelessly to fix pain points for their customers/ clients

Designing my first webpage

After taking some time to code learn how to write codes and design websites, I decided to work on something to showcase it

Work History

CXS fellow

ClimbHireAug 2022 - Dec 2022 • 5 mosCollaborated with cross-functional teams to improve the end-to-end customer experience, resulting in a 20% increase in cohort engagement rates. Conducted in-depth cohort research to identify pain points and opportunities for improvement, resulting in a 25% decrease in cohort complaints. Developed and delivered training programs for customer experience associates, increasing their knowledge and skills in areas such as active listening, empathy, and conflict resolution. Analyzed customer data and trends to inform business strategy and decision-making, and presented findings and recommendations to senior leadership.

Customer Support Associate

TechVillagersMay 2018 - Sep 2020 • 2 yrs 5 mosResolved an average of 75 customer inquiries per day via phone, email, and chat, maintaining a 95% customer satisfaction rating based on post-interaction surveys. Demonstrated proficiency in Salesforce and Zendesk, accurately recording and tracking customer interactions, resulting in a 20% reduction in response time and an 18% increase in first-call resolution rates. Consistently exceeded monthly sales goals by an average of 10%, leveraging strong product knowledge and consultative selling techniques to drive revenue and increase customer lifetime value. Assisted in the development and implementation of a new customer support training program, resulting in a 15% increase in the speed of onboarding new hires and a 12% increase in customer satisfaction scores. Conducted detailed root cause analysis on customer escalations, identifying trends and working with cross-functional teams to implement process improvements that reduced escalations by 25% over a six-month period.

Project Manager

TellEmDec 2018 - Present • 5 yrs 11 mosSuccessfully managed the implementation of a new CRM system, completing the project on time and within budget, resulting in a 20% increase in sales productivity and a 15% reduction in customer complaints. Led a cross-functional team of 10 in the development and launch of a new product, increasing revenue by 25% and achieving a 90% customer satisfaction rating in the first year. Utilized project management software to track project timelines, deliverables, and budgets, resulting in a 30% reduction in project delays and a 10% increase in on-time project completion. Conducted regular risk assessments and contingency planning, minimizing project risk by 15% and reducing the number of project issues by 20%. Developed and implemented a new project management process, resulting in a 25% increase in project success rates and a 20% reduction in project-related expenses.

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