Charles Ujomu

Customer Success and Remote Support Specialist with experience managing customer relationships across travel, telecom, housing, FMCG, and client engagement sectors. Skilled in handling high-volume customer interactions across phone, email, and chat while maintaining strong customer satisfaction, retention, and conversion performance. Known for empathetic communication, relationship management, negotiation, and solution-focused support in fast-paced remote environments.

Experienced in resolving escalations, guiding customers through complex situations, managing customer follow-ups, and building long-term client trust through thoughtful and customer-centered communication. Strong ability to balance customer needs with business goals while maintaining professionalism, attention to detail, and a calm approach under pressure.

Independent Travel Consultant / Customer Support Specialist at Dreamport (Trevolution Group) (2023-01 – Present)

• Manage end-to-end travel support and booking coordination for domestic and international customers through phone, email, and chat channels.
• Handle high-volume customer interactions daily while maintaining professionalism, responsiveness, and strong customer experience standards.
• Assist customers with itinerary planning, booking modifications, cancellations, payment support, and issue resolution in a fast-paced remote environment.
• Achieved and consistently maintained estimated lead conversion rates above 15–20% through consultative communication, relationship management, and customer-focused recommendations.
• Built trust with customers through proactive follow-up communication, personalized support, and solution-oriented service.
• Applied negotiation and problem-solving skills to resolve booking concerns while balancing customer expectations with company policies.
• Strengthened customer relationships through timely issue resolution and attentive communication, contributing to repeat business and customer retention.
• Collaborated with ticketing, verification, and payment departments to ensure smooth booking completion and positive customer outcomes.
• Utilized CRM systems and remote communication tools to document customer interactions, manage follow-ups, and maintain accurate customer records.
• Recognized internally for strong client communication, consistency, customer engagement, and performance within a high-pressure remote environment.

Customer Sales Representative at Affordable Rent To Own (ARTO) (2023-01 – 2023-12)

• Assisted prospective U.S.-based clients with housing and rent-to-own inquiries through inbound and outbound communication channels.
• Guided customers through sensitive financial and housing-related conversations with empathy, professionalism, and patience.
• Managed customer pipelines, lead nurturing, and follow-up communication using Convoso CRM while maintaining strong data accuracy.
• Built positive customer relationships through attentive communication and solution-focused support during complex customer interactions.
• Applied consultative communication and relationship management skills to maintain customer engagement and improve lead responsiveness.
• Collaborated with onboarding and housing teams to support smooth customer transitions and positive customer experiences in a remote environment.

Customer Experience & Brand Support Consultant at Contract & Campaign-Based Roles (2005-01 – 2015-12)

Worked with brands including MTN Group, 9mobile, Access Bank, The Coca-Cola Company, and Closeup.

• Delivered customer engagement, customer support, and brand communication services across live campaigns and customer-facing activations.
• Assisted customers with inquiries, issue resolution, and escalation handling while maintaining positive brand representation and customer satisfaction.
• Managed face-to-face customer interactions in high-energy environments requiring adaptability, communication, and interpersonal relationship skills.
• Built customer trust and strengthened engagement through approachable communication and solution-oriented support.
• Identified recurring customer concerns and communicated feedback that contributed to service improvements and smoother escalation processes.
• Developed strong public-facing communication, relationship management, and customer engagement skills through years of direct customer interaction experience.

B.Sc. in Industrial Relations & Personnel Management – Lagos State University (2017)