With over two decades of dedicated experience, I have adeptly cultivated client relationships, consistently delivering satisfaction and nurturing loyalty. My proficiency is honed through more than 12 years of dedicated account management, complemented by over 8 years in the medical technology sector, and 7 years within banking. I thrive on building strong relationships and driving customer satisfaction. I'm a resourceful Customer Success Manager, known for productively and efficiently completing tasks. I specialize in client service satisfaction, relationship building, customer retention strategies, and problem-solving techniques. I'm committed to leveraging these skills to support company growth and client success.
Hi, I’m
Precious Ugbo
Broken Arrow,OK
Summary
Overview
17
years of professional experience
1
Certificate
Work History
MedefyTulsa , OK
Benefits Navigation Specialist
03.2023 - Current
Job overview
- Managed member accounts to maximize the value of their employee benefits packages, optimizing the clients' bottom line.
- Proactively guided members through complex insurance processes and coverage details, ensuring a personalized benefits experience.
- Helped members make informed healthcare decisions, improving awareness, satisfaction, and engagement.
- Strengthened relationships to enhance NPS scores, and drive company revenue growth.
- Researched and analyzed customer feedback to identify areas of improvement.
MedefyTulsa , OK
Customer Success Apprenticeship
05.2024 - 12.2024
Job overview
- Motivated and detail-oriented professional with hands-on experience in customer success through the completion of a comprehensive apprenticeship program.
- Demonstrated expertise in presenting Objective Review and Product Overview meetings, collaborating across departments to streamline onboarding, and ensure seamless client life-cycle management.
- Skilled in coordinating and presenting client renewal processes, and developing tailored Client Success Plans with key stakeholders.
- Adept at fostering strong client relationships and driving customer satisfaction through product knowledge, strategic thinking, and analytical skills.
Tulsa Pain Care Group LLCTulsa, OK
Benefits Verification Accounts Manager
02.2017 - 05.2018
Job overview
- Verified and entered accurate patient information into the registration system, ensuring seamless patient flow and complete medical records.
- Collaborated with medical providers, insurance companies, and clearinghouses to facilitate proper claims billing and validation of benefit coverage.
- Managed a portfolio of patients, maintaining efficient administrative processes, and optimizing service delivery.
Griswold Home CareTulsa, OK
Account Executive Manager
05.2013 - 07.2015
Job overview
- Comprehensively performed onboarding, upselling/cross-selling, and contract and/or service renewals, maximizing client service adaptation.
- Improved NPS by building positive client relations and providing proactive client solutions, resulting in revenue growth.
- Reduced churn (increased client retention) by finding valuable solutions.
- Collaborated with the team to drive customer satisfaction, adoption, and long-term success.
- My dedication to fostering positive relationships, and my adeptness at navigating complex customer needs, contributed to the overall success and satisfaction of our clientele.
- Directed and coordinated products, services and sales activities.
- Development of promotional materials, such as brochures, flyers, and catalogs.
- Evaluated existing processes to determine ways to improve efficiency within the organization.
- Organized and conducted meetings with clients to discuss their needs and explain services offered.
NCO Financial/ CSF II
Financials Accounts Manager
04.2008 - 01.2013
Job overview
- Results-driven Financial Account Manager with a tailored skill in client relationship management, financial analysis, and compliance.
- Expertly efficient in reviewing financial statuses, developing strategic management plans, and assisting with debt cancellation through collaboration with internal teams and accounts receivable agencies.
- Relatedly skilled at educating clients on banking products, fostering trust and transparency while ensuring adherence to financial regulations.
- Experienced in budgeting, forecasting, and tailoring financial solutions to meet client needs.
- Strong ability to resolve financial discrepancies, cross-sell services, and work closely with legal and compliance teams to mitigate risks.
- Dedicated to delivering exceptional client experiences and driving financial success.
Education
Colorado Technical UniversityColorado Springs, CO
BSBA from HealthCare Management
01.2011
University Overview
University of PhoenixPhoenix, AZ
Associate of Arts from Healthcare Adminitrator
01.2009
University Overview
Skills
- Onboarding and Implementation
- Management
- Adoption Optimization
- Problem Solving/Critical Thinking
- Risk/Churn Management
- Goal Creation and Achievement
- Track and Analyze KPI (QSR)
- Relationship Management
- Customer/Client Advocate
- Expansion/Renewal Processes
- SaaS
- Presentations/Training
- Medical/HealthCare
- Medical Benefits
- Banking
- Telecommunication
- Collaborative
- Influential
- Communication Automation
- Automation Integrations
- Interpersonal Skills
- Cloud-Based Project Management
- Software
- Hubspot
- Salesforce
- Mondaycom
- Airtable
- Gong
- Customer Relationship Management (CRM)
- Communication
- Problem-solving
- Strategic Thinking
- Onboarding and Training
- Cross-functional Collaboration
- Analytical Skills
- Customer Advocacy
- Time Management
- Empathy and Patience
- Upselling and Cross-selling
- Certified Customer Success Manager
- Stakeholder communication
- Meeting facilitation
- Logistics management
- Task monitoring
- Scrum framework
- Statistical reporting
Timeline
Customer Success Apprenticeship
Medefy
05.2024 - 12.2024
Benefits Navigation Specialist
Medefy
03.2023 - Current
Benefits Verification Accounts Manager
Tulsa Pain Care Group LLC
02.2017 - 05.2018
Account Executive Manager
Griswold Home Care
05.2013 - 07.2015
Financials Accounts Manager
NCO Financial/ CSF II
04.2008 - 01.2013
Colorado Technical University
BSBA from HealthCare Management
University of Phoenix
Associate of Arts from Healthcare Adminitrator
Certification
- Certified Customer Success Manager (CCSM), SuccessCOACHING.com
- Jira Fundamentals, Atlassian
- Recruiting and Hiring, Eazl.ai
- SEO, Hubspot Academy
- (Pursuing) CAPM Project Manager
Languages
English
Native/ Bilingual
Spanish
Limited
Interests
Building and Optimizing Online Dropship Companies
Blogging
Continued Structured Learning
References
References
References available upon request.Software
Hubspot
Mondaycom
Gong
Teams
Salesforce
Airtable
Churn360
Asana
PowerBI
Zoom
Proofpoint
Sharepoint
Invision
Customer Success
Accomplishments
Accomplishments
- Maintained an average customer satisfaction score (CSAT) of 96%, exceeding company benchmarks.
- Reduced customer churn by 72% by implementing a new onboarding and support strategy.
- Increased customer retention by 81% through proactive engagement and personalized success plans.
- Managed a portfolio of $300 Thousand, ensuring consistent account expansion and renewal rates.
- Increased customer lifetime value (CLV) by 35% by implementing a customer education initiative.
- Reduced onboarding time by 27% through the development of streamlined training materials.
- Implemented a customer feedback loop that led to 47% improvement in product adoption.
- Developed automated success workflows, improving customer response time by 17%+.
- Acted as a voice of the customer, leading to the implementation of several new product enhancements.
- Established a customer community/forum, increasing engagement by 259%+.
Quote
Success isn’t just about keeping customers—it's about empowering them to achieve their goals and grow with your product.
Availability
See my work availability
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Available
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morning
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evening
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