Pearl Obi

Dedicated Customer Success & Support Specialist with 4+ years of experience across EdTech, healthcare, and online learning environments. Proven expertise in delivering exceptional customer support through multiple channels including email, WhatsApp, calls, CRM tools, and Zoom. Skilled in onboarding, student support, issue escalation, live training coordination, and data-driven feedback reporting.

Recognized for high empathy, rapid response times, and consistently exceeding customer satisfaction metrics.

Customer Success Executive at Tritek Academy (2024-06 – 2025-11)

Customer success role supporting global students with onboarding, training facilitation, and survey analysis

• Successfully onboarded and supported 150+ global students across UK, Canada, US, and Nigeria, improving initial setup completion by 40%
• Facilitated 20+ live training sessions, providing real-time technical support and managing breakout rooms for engaging learning experiences
• Designed and analyzed weekly training surveys (50-100+ responses per cohort), producing insight reports that informed trainer performance improvements
• Provided multi-channel support via Outlook, Webmail, WhatsApp, and Zoom, maintaining 95%+ customer satisfaction rating
• Reduced student drop-off rate by 65% through strategic follow-up calls, personalized reminders, and proactive support initiatives
• Escalated and resolved technical issues, trainer concerns, and service complaints while maintaining professional stakeholder communication

Customer Service Representative at Brint Online School (2023-01 – 2024-07)

Customer support role for online school operations providing multi-channel support

• Delivered comprehensive customer support through WhatsApp, calls, and email for online school operations
• Assisted 15+ students daily with enrollment, assignment uploads, scheduling, and platform navigation
• Managed high-volume documents and chats during night shifts with 100% accuracy and attention to detail
• Resolved 10+ inquiries daily with average resolution time under 2 hours

Customer Service Representative at Airtel Telecommunication (2019-08 – 2023-02)

High-volume customer service role managing inbound calls and complaints

• Managed over 30 inbound calls daily, resolving account and service-related inquiries with a 95% satisfaction rating
• Handled an average of 10 daily complaints using advanced conflict resolution skills and empathy
• Praised by supervisors for improving customer retention
• Trained in active listening, conflict de-escalation, and quality assurance practices
• Collaborated with internal teams to suggest improvements to customer service flows

Bachelor of Science in Estate Management – Imo State University (2016 – 2021)