Macdina Cecilia

Customer Success Account Manager with over 5 years of experience supporting Microsoft cloud customers across the EMEA region through retention, growth, and digital transformation. Proven record of measurable impact, including a 50% reduction in contract setup time, a 20% improvement in decision-making through data-driven insights, and 100% resolution of assigned tickets against SLA targets. Skilled in incident management, escalation resolution, and translating technical cloud value propositions into business outcomes, using platforms such as Power BI, Services Hub, MSX Insights, ESXP, and Microsoft 365.

Combines a strong foundation in accounting and financial analysis with proven customer relationship management, bringing an analytical, detail-driven approach to every client engagement. Currently expanding into business intelligence and data analytics to support long-term ambitions in international consulting.

Customer Success Account Manager at Microsoft Support | Knowledge Nigeria (2023-10 – Present)

Support multiple Microsoft Customer Success Account Managers across the EMEA region on subscription verification and onboarding. Collaborate with cross-functional teams to develop Major Incident Response Plans for strategic Microsoft customers. Create Success Plans and coordinate timely Success Delivery Reviews. Drive milestone completion and reduce operational backlogs through weekly operational hygiene reporting across Northern Europe CSAM teams.

• Reduced contract setup time by 50% by verifying Azure and Microsoft 365 subscription configurations for CSAMs.
• Improved customer need identification and decision-making by 20% through data-driven insights using Power BI, ESXP, Excel, and MSX Insights.
• Resolved 100% of assigned success support tickets while consistently exceeding SLA targets.

Customer Care Representative at Smile Communications Nigeria (2021-09 – 2023-06)

Maintained a positive, empathetic, and professional attitude toward customers at all times. Acknowledged and resolved customer complaints, responding promptly to inquiries. Maintained detailed records of customer interactions, transactions, and complaints.

• Awarded "Customer Service Representative of the Month" among 20 peers, based on speed, sales quotas, and satisfaction.
• Leveraged Zendesk and Jira to streamline service workflows, reducing customer complaints and contributing to churn recovery.

Audit & Account Officer at Index Managers (2020-11 – 2021-08)

Analyzed client financial statements to ensure accuracy and organized financial records. Examined financial operations and made recommendations to management.

• Managed a team of interns, ensuring all deadlines were consistently met.
• Built lasting client relationships and established systems to handle queries promptly.

Accountant Officer (NYSC) at Triumph Mining and Exploration Company (2018-08 – 2019-06)

Supervised day-to-day activities of staff across departments and processed invoices and expense reports. Prepared weekly confidential sales reports for management review.

• Oversaw a 15-member accounting team across cash, banking, purchases, sales, and budgeting functions.
• Prepared tactical and promotional budgets that helped increase sales by 40%.

Customer Service Representative at Hills Hillas Haulage Transportation Company (2016-06 – 2018-03)

Analyzed business operations and managed budgeting and financial record-keeping. Attended to customer complaints and queries, reporting daily activity to the manager.

• Improved positive customer feedback by 30% through professional service etiquette.
• Reduced customer complaints by 30% via an escalated grievance-resolution procedure.

BSc in Accounting – Ajayi Crowther University (2013-09 – 2017-10)

West African Examinations Council (WAEC) – Genius Royal Academy (2011 – 2013)