Goodness N.

Customer Success Manager | Support Agent | Onboarding Specialist

A frustrated customer called in ready to leave. By the end of our conversation, she was asking for me by name. That's the standard I hold myself to. I help businesses build stronger customer relationships through proactive communication, thoughtful onboarding, effective problem-solving, and a customer-first approach that turns difficult moments into lasting trust. My job isn't to close a case and move on; it's to make sure the customer stays and stays happy. In my current support role, I've managed 14,800+ customer conversations, consistently exceeding weekly CSAT and retention KPIs. Along the way, I've: ✔ Helped retain customers who were preparing to switch providers ✔ Earned consistent 5-star feedback from customers and supervisors ✔ Contributed to a recent team performance of 86.4% CSAT across 433 customer ratings ✔ Handled thousands of customer relationships while maintaining quality, empathy, and efficiency Customer Success wasn't my first role, but every role I've held has prepared me for it. As a Community Manager, I learned how to build trust and engagement with distributed communities. As an Executive Assistant and Project Manager, I learned to manage priorities, coordinate stakeholders, and keep operations moving without things falling through the cracks. Today, I combine those experiences with frontline customer support to help businesses strengthen relationships, improve customer experiences, and create systems that scale. I don't see customer support as simply answering questions. I see every interaction as an opportunity to strengthen customer confidence, increase retention, and represent your brand in a way that customers remember. Whether I'm supporting customers through live calls, email, live chat, or video meetings, my goal is always the same: 𝐇𝐞𝐥𝐩 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐬𝐮𝐜𝐜𝐞𝐞𝐝 𝐰𝐡𝐢𝐥𝐞 𝐦𝐚𝐤𝐢𝐧𝐠 𝐥𝐢𝐟𝐞 𝐞𝐚𝐬𝐢𝐞𝐫 𝐟𝐨𝐫 𝐭𝐡𝐞 𝐭𝐞𝐚𝐦 𝐛𝐞𝐡𝐢𝐧𝐝 𝐭𝐡𝐞 𝐬𝐜𝐞𝐧𝐞𝐬. Customer Success is where all of that comes together. I don't just solve the problem in front of me; I manage the relationship behind it. 🔷Relationship-focused: I don't just close tickets; I build trust that keeps customers around 🔷Long-term partner approach: Not case-by-case support, but a real stake in your retention numbers 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐢𝐞𝐬 𝐈 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Tech & SaaS • Healthcare • Real Estate • Finance & Consulting • EdTech • Nonprofits • Startups • Small Businesses 𝐇𝐨𝐰 𝐈 𝐂𝐚𝐧 𝐇𝐞𝐥𝐩: 🔷Customer Success – Customer Onboarding | Product Adoption Support | Client Relationship Management | Customer Health Monitoring | Renewal Support | Churn-Risk Identification | Customer Retention | De-escalation & Save Strategy 🔷Account & CRM Management – CRM Setup & Cleanup | Customer Records | Reporting | Health-Score Tracking | Workflow Design 🔷Customer Support - Live phone support | Live chat support | Email support | Technical troubleshooting | Escalation management | Complaint resolution | Customer advocacy 🔷Operations & Process – SOP Creation | Process Documentation | Internal Team Coordination | Workflow Improvement 🔷Project & Executive Support – Project Coordination | Calendar Management | Meeting Preparation | Research | Administrative Support 𝐓𝐨𝐨𝐥𝐬 𝐈 𝐜𝐨𝐧𝐟𝐢𝐝𝐞𝐧𝐭𝐥𝐲 𝐮𝐬𝐞: HubSpot | Zoho CRM | Pipedrive | GoHighLevel | Dubsado | Intercom ClickUp | Trello | Asana | Monday | Airtable | Notion Slack | Zoom | Teams | Calendly | Loom | Otter Google Workspace | Microsoft Office | Canva | PowerPoint | Keynote | Google Slides ChatGPT | Claude | Gemini | Perplexity | Jasper | Zapier | Make (Integromat) QuickBooks | Zoho Invoice 𝐖𝐡𝐲 𝐂𝐥𝐢𝐞𝐧𝐭𝐬 𝐄𝐧𝐣𝐨𝐲 𝐖𝐨𝐫𝐤𝐢𝐧𝐠 𝐖𝐢𝐭𝐡 𝐌𝐞 I combine the empathy of customer support, the organisation of project management, and the proactive mindset of Customer Success. I'm comfortable supporting customers wherever they are, on live calls, email, live chat, or video, and I adapt quickly to new products, industries, and workflows. Whether you need someone to onboard new customers, own customer communications, improve retention, organise our CRM, or become a trusted extension of your team, I bring professionalism, ownership, and genuine care to every interaction. 𝐖𝐡𝐞𝐧 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐟𝐞𝐞𝐥 𝐡𝐞𝐚𝐫𝐝, 𝐭𝐡𝐞𝐲 𝐬𝐭𝐚𝐲. That's the kind of experience I aim to create every day. I'm also a willing learner who is at ease with technology. If your business uses a platform I haven't worked with before, I'll learn it quickly and integrate it seamlessly into your operations. 📩 If you're looking for someone who can confidently represent your brand, build strong customer relationships, and create experiences that keep customers engaged long after the sale, I'd love to help. 𝐒𝐞𝐞 𝐲𝐨𝐮 𝐢𝐧 𝐭𝐡𝐞 𝐃𝐌!