Claire Mara

A versatile business operations professional with experience spanning client servicing, client retention, loan recovery, and administration across EdTech, FinTech, Retail, and Logistics sectors. Known for delivering excellent customer experiences, resolving issues tactfully and efficiently, and building long-term client relationships while facilitating and achieving set financial targets. Possess a strong commitment to achieving organizational goals while continuously improving performance in fast-paced and well-governed organizations.

Customer Onboarding Coordinator at THE FURNITURE STORENG. (Pixel and Plank Furniture Manufacturing Company) (2025-11 – Present)

• Identified and engaged potential clients through market research and customer inquiries, contributing to business growth and client acquisition.
• Managed multiple client projects simultaneously, ensuring on-time delivery and quality execution, while ensuring smooth coordination between clients and production teams.
• Boosted client satisfaction by providing personalized product recommendations, sample work visuals, and prompt resolution of client concerns, leading to increased repeat business.

Customer Service Rep at THE FURNITURE STORENG. (Pixel and Plank Furniture Manufacturing Company) (2023-07 – 2025-01)

Customer Retention Manager at AXIA AFRICA (EdTech Institute) (2025-03 – 2025-10)

• Improved student retention and engagement by conducting regular check-ins with 70+ clients weekly, identifying challenges and providing continuous support.
• Increased engagement rates by implementing structured follow-up systems using Zoho CRM, while leveraging targeted emails, calls, and platform messaging to track and manage client interactions.
• Consistently achieved the time-to-resolution target,while escalating and collaborating with internal teams on more technical issues, reducing unresolved cases and boosting student onboarding into the academy.
• Troubleshoot business process issues using effective questioning while leveraging recurring client feedback to drive process improvement initiatives and updates to the knowledge base documentation, thus enhancing client satisfaction
• Prepared weekly performance reports tracking client progress, engagement levels, and key challenges.

Recovery Officer at BFREE AFRICA (Fintech Company specializing in Ethical Credit Mgt) (2022-01 – 2023-05)

• Recovered millions in overdue loan payments for Access Bank, achieving the monthly minimum estimated recovery success rate of 85% on assigned accounts.
• Managed and followed up on 100+ delinquent accounts daily, reducing non-performing loans.
• Negotiated structured repayment plans, improving loan recovery timelines and reducing default rates.
• Increased repayment commitment by conducting high-volume outbound calls via CRM dialer, sending follow-up emails, and managing inbound callback requests to ensure consistent client communication.
• Maintained detailed CRM records and call logs for performance tracking and reporting.

Customer Service Rep. at MULTICHOICE NIGERIA (International Media Company) (2021-05 – 2022-01)

• Handled high-volume customer inquiries daily (100 customers), resolving issues efficiently and improving satisfaction.
• Increased subscription renewals by proactively contacting customers with expired plans and new offers.
• Identified and escalated technical issues, improving service delivery in affected areas.
• Re-engaged inactive customers, contributing to improved customer retention.
• Delivered consistent, high-quality customer support in a fast-paced environment.

Accounts & Admin Assistant at HEROSPLUS INT’L LTD (Logistics Company) (2017-05 – 2017-12)

• Supported daily financial operations by assisting with bank transactions and performing accurate data entry while raising bank drafts and processing deposits.
• Maintained accurate records and improved document retrieval efficiency.
• Assisted in administrative coordination, ensuring smooth office operations.
• Completed additional daily administrative tasks and responsibilities as delegated by my superior.

HND in Cooperative Economics and Management – Institute of Management and Technology Enugu (2021)