Princess Nwabueze

Customer Experience Manager with 8+ years of experience across logistics, e-commerce, retail and customer operations. Proven track record of delivering 50% CSAT growth, lifting SLA compliance from 50% to 75% reducing churn by 20% by translating service and operational data into actionable strategies. Skilled in SQL, Excel, KPI tracking, CRM systems, and data-driven reporting.

Known for leading cross-functional teams, streamlining resolution workflows and driving measurable improvements in Customer Effort Score (4.3/5) and first contact resolution. Adept at collaborating with remote global stakeholders to align business priorities with customer experience outcomes.

Customer Experience Manager at Heroshe Logistics Limited (2021-03 – 2026-03)

• Drove 50% CSAT growth by systematically analyzing customer feedback and service data to identify and eliminate critical friction points across the customer journey.
• Engineered workflow redesigns and implemented KPI monitoring that lifted SLA compliance from 50% to 70%, significantly reducing customer wait times and escalations.
• Reduced customer churn by 20% through data-driven retention strategies, leveraging churn analysis and feedback trends to proactively address at-risk accounts.
• Boosted First Contact Resolution (FCR) by 20% by using CRM data to identify root causes or repeat contacts and deploying targeted agent coaching on top issues categories.
• Tracked and improved Customer Effort Score (CES) to 4.3/5 by analyzing intersection data and streamlining resolution workflows using Excel and Notion-based dashboards.
• Led and coached 8 representatives through structured training programs, driving measurable productivity gains and service quality improvements.

Team Lead, Customer Service at House of Tara International (2018-01 – 2020-10)

• Managed and mentored a team of 5 customer service representatives, tracking individual KPIs and response quality to sustain consistent service standards.
• Sustained 90% customer satisfaction rating while driving retention and contributing to sales growth through quality service delivery.
• Improved customer satisfaction by 80% by refining service processes and delivering targeted team coaching on escalation handling and resolution techniques.
• Developed team capabilities in customer engagement and conflict resolution through hands on mentorship, strengthening overall service quality.
• Compiled and presented performance reports on CSAT trends and operational outcomes to inform management decision-making.

Customer Service Associate at House of Tara International (2015-05 – 2017-12)

• Drove 25% increase in repeat purchases through personalized customer engagement and proactive issue resolution.
• Partnered with sales and operations teams to ensure seamless service delivery across the customer lifecycle.
• Leveraged customer satisfaction assessments to identify recurring pain points and improve service consistency across touch points.

B.Sc. in Mathematics – Delta State University, Nigeria (2010-06 – 2014-08)