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Gerald Egwuagu
Houston,TX
Work Preference
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Monterrado Group
09.2024 - Current
- Manage a portfolio of 200+ customer accounts, serving as the primary point of contact for onboarding, adoption, renewal, and issue resolution activities.
- Partner closely with sales, operations, and product teams to address customer challenges, resulting in a 15% increase in annual retention rates and improved customer satisfaction scores.
- Conduct quarterly business reviews with key stakeholders, providing strategic recommendations that drive product adoption and long-term account growth.
- Analyze customer health metrics and usage trends to proactively identify at-risk accounts, reducing churn and improving overall customer engagement.
- Mentor junior customer success specialists and contribute to the development of customer success playbooks and service standards.
Customer Success Specialist
Afrocentric The Brand
01.2022 - 08.2024
- Managed relationships with over 150 small-to-mid-sized business customers, ensuring successful onboarding and continued product utilization.
- Collaborated with implementation and support teams to resolve complex customer concerns while maintaining a 95% customer satisfaction rating.
- Developed customer training materials and hosted virtual product demonstrations, improving platform adoption rates by more than 20%.
- Tracked account performance and customer feedback using Salesforce CRM, identifying opportunities for process improvements and upsell initiatives.
- Consistently exceeded retention and engagement targets while supporting a rapidly growing customer base.
Senior Customer Service Representative
GTCO
03.2021 - 01.2022
- Handled escalated customer concerns involving billing disputes, account management, and service interruptions, achieving high first-contact resolution rates.
- Served as a peer mentor for newly hired representatives, supporting onboarding, coaching, and quality assurance initiatives.
- Worked closely with management to identify recurring customer issues and recommend service improvements that reduced ticket volume.
- Maintained detailed documentation of customer interactions and ensured compliance with company policies and service standards.
Customer Service Representative
NG Clearing
09.2019 - 01.2021
- Responded to 70+ customer inquiries daily through phone, email, and chat channels while consistently meeting service-level expectations.
- Assisted customers with account troubleshooting, order processing, and product-related inquiries in a fast-paced support environment.
- Maintained customer satisfaction scores above departmental averages through effective communication and problem-solving skills.
- Contributed to knowledge-base updates and process documentation to improve service efficiency across the support team.
Education
Bachelor of Science - Project Management
Federal University of Technology
Owerri 08-2015
Rice University - Real Estate Investment And Development
Rice University
Houston, TX05-2023
Skills
- Customer account management
- Customer relationship building
- Customer retention
- Client relations
- Customer advocacy
- CRM software
- Client service optimization
- Account management
- Strategic planning
- Negotiation
- Sales proficiency
- Pipeline development
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Customer Success Manager
Monterrado Group
09.2024 - Current
Customer Success Specialist
Afrocentric The Brand
01.2022 - 08.2024
Senior Customer Service Representative
GTCO
03.2021 - 01.2022
Customer Service Representative
NG Clearing
09.2019 - 01.2021
Bachelor of Science - Project Management
Federal University of Technology
Rice University - Real Estate Investment And Development
Rice University