Promise Okiemute Irabor

Results-driven Customer Success & Customer Support Specialist with 10years experience delivering exceptional customer experiences across SaaS, service, and operations environments. Proven track record in customer retention, issue resolution, and relationship management, with a 95% satisfaction rate. Skilled in CRM systems, customer lifecycle management, onboarding, and technical support, with a strong ability to turn customer needs into value-driven solutions.

Passionate about improving customer experience (CX), reducing churn, and driving product adoption.

Customer Service Representative at Sharegiving Sun Healthcare Ltd (2024-07 – 2026-03)

Manage customer relationships across onboarding, engagement, and retention stages, improving overall customer satisfaction and experience.

• Proactively monitor customer needs, identify risks, and implement strategies to reduce churn and increase retention
• Manage high-volume customer inquiries and resolve complaints
• Maintain accurate customer records using CRM tools
• Provide product support and ensure customer satisfaction
• Handled customer inquiries and resolved complaints
• Maintained professional communication across channels
• Actively listening to customers
• Handling large volumes of calls

Sales Associate at CinderBuild Technologies (2021-01 – 2023-12)

• Guide users through onboarding processes, ensuring faster time-to-value and product adoption
• Act as the voice of the customer by sharing insights with internal teams to improve service delivery
• Onboarded customers and promoted company products
• Resolved customer issues and tracked sales performance
• Promote and sell products/services to existing and prospective customers
• Establish, develop, and maintain positive business and customer relationships
• Continuous tracking and reporting of customer stock level for re-purchase
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Achieve agreed-upon sales targets and outcomes within schedule
• Provide management with reports on customer needs, problems, interests, competitive activities, and potential
• Continuously improve and grow customer volume through sales and re-distribution, after-sales support services, and referrals

Sales Executive at Trade-Depot (2016-01 – 2020-12)

• Executed sales strategies and supported marketing campaigns
• Handled customer inquiries and resolved complaints
• Maintained professional communication across channels
• Prepared reports and reconciled financial records
• Support customers with technical and product-related inquiries, ensuring timely and effective resolution
• Proactively monitor customer needs, identify risks, and implement strategies to reduce churn and increase retention

National Diploma – Lagos State Polytechnic (2011-01)