Anaebo Edith Chinonye

Work Experience

The Work Behind the Results

Every role I have held placed me at the intersection of people, process, and outcomes. Here is what that work actually looked like.

Helpdesk Implementation

Customer Success Manager

Purewellness & Spa

January 2025 – July 2025

Customer SuccessIT & Helpdesk

Engaged on a six-month contract to build an entire customer support operation from the ground up, then hand it over fully functional and independently operable.

  • Built a complete customer success infrastructure from scratch for a growing wellness business, designing onboarding workflows, SLA policies, escalation paths, and communication standards that transformed a reactive, complaint-driven operation into a structured, measurable customer success function.
  • Took full ownership of end-to-end Freshdesk CRM implementation when the assigned technical specialist became unavailable, configuring the entire platform independently from admin setup to live production deployment with zero delay to the contract timeline, protecting the client's go-live date and customer experience without interruption.
  • Designed and delivered a tailored customer enablement program for the internal team, running structured training sessions and milestone validations until every team member achieved full independent platform operation, reducing onboarding time and ensuring consistent service quality from day one.
  • Diagnosed the root causes of the client's customer communication failures by separating process gaps from tool gaps and capability gaps, then built and executed a structured recovery plan that addressed each layer, moving the business from inconsistent service delivery to a scalable, SLA-governed customer success operation within six months.
  • Delivered complete process documentation covering all system configurations, workflows, escalation procedures, and service standards, leaving the client with a self-sufficient operation they could manage, scale, and build on independently after handover.

Key Outcome

Delivered a production-ready helpdesk system, a fully trained support team, and complete process documentation within a six-month window. The client inherited a customer support operation they could scale from day one.

Closest CSM Parallel

Senior Supervisor, Customer Service

Central Bank of Nigeria

March 2022 – January 2024

Customer SuccessOperations & Leadership

Managed service delivery, issue resolution, and institutional relationships for a portfolio of 106 accounts across 16 commercial banks and 90 government agencies. This is enterprise Customer Success at scale.

  • Served as the sole point of contact for 106 institutional accounts, handling daily inquiries, transaction issues, escalations, and compliance requirements across one of Nigeria's most complex financial service environments. This is the same portfolio management discipline that defines enterprise CSM work.
  • Onboarded institutional clients and internal stakeholders onto digital clearing and payment platforms, guiding each through platform adoption until they could operate independently and accurately within compliance requirements.
  • Maintained 100% transaction accuracy across high-volume financial clearing operations on a digital platform, demonstrating the precision and accountability that high-value CSM accounts demand and that errors can erase instantly.
  • Identified recurring service issues, documented patterns, escalated systemic gaps with supporting evidence, and contributed to process improvements, performing the same product feedback loop that CSMs manage between customers and product teams.
  • Managed escalation workflows end-to-end: receiving, investigating, resolving, and communicating outcomes to institutional stakeholders within defined service timelines, protecting institutional trust and account continuity.
  • Built and maintained working relationships with senior contacts across 16 commercial banks and 90 government agencies, navigating institutional hierarchies, competing priorities, and high-stakes service expectations simultaneously.

Key Outcome

Managed 106 institutional accounts simultaneously with zero account loss and 100% transaction accuracy, in an environment where a single error had regulatory consequences.

Operations & Leadership

Assistant Manager, Administrative and Operations Support

Central Bank of Nigeria

January 2024 – December 2024

Operations & Leadership

Led administrative and operational functions at one of Africa's most regulated financial institutions, managing a three-person team, senior stakeholder relationships, and high-stakes payment workflows in a zero-error environment.

  • Led a cross-functional team of three, overseeing workflow coordination, task accuracy, and service delivery standards, driving a 30% improvement in task completion rates by diagnosing bottlenecks and redesigning operational processes that had been creating friction across departments.
  • Served as the primary liaison between senior leadership, internal departments, and external institutional stakeholders, translating competing priorities into clear action plans and ensuring consistent, professional communication that supported executive decision-making and institutional reporting.
  • Managed end-to-end payment and invoicing operations using Oracle ERP, overseeing high-stakes financial transactions with full regulatory compliance in a zero-error environment where processing failures had direct institutional and audit consequences.
  • Partnered with senior leadership to identify recurring operational gaps, built structured recommendations with supporting evidence, and drove process improvements that measurably improved team productivity and operational efficiency across the department.
IT & Helpdesk

IT Support Specialist, Helpdesk and Internal Customer Support

Central Bank of Nigeria

January 2019 – March 2022

IT & HelpdeskOnboarding & Adoption

Delivered first-line technical support to 80+ internal customers, combining helpdesk operations with hands-on platform onboarding that drove adoption across the institution.

  • Resolved 10+ support tickets daily and 50+ weekly across hardware, software, connectivity, and access issues, maintaining a structured ticket management system with zero backlogs and consistent resolution quality.
  • Onboarded staff members onto new platforms, tools, and collaboration systems including Google Workspace, Microsoft Teams, and Zoom, managing each onboarding from initial setup through to confirmed independent usage. This is user adoption work, the same discipline CSMs apply to product onboarding.
  • Trained internal customers on remote collaboration tools and institutional systems, simplifying complex technical processes into clear, actionable guidance that non-technical users could immediately apply.
  • Managed configuration and deployment of workstations, system backups, and data recovery processes, ensuring institutional business continuity and zero data loss across the support period.
  • Tracked, prioritized, and escalated support issues based on impact and urgency, applying the same triage logic that CSMs use when managing account health across a customer portfolio.

Key Outcome

Supported 80+ internal customers across a high-demand institutional environment with zero backlogs, consistent resolution quality, and measurable platform adoption outcomes.

Foundation

Administrative Support Assistant, Client Support and Operations

Central Bank of Nigeria

April 2013 – January 2019

Operations & Leadership

Built the professional foundation of an 11-year career inside one of Nigeria's most regulated financial institutions, where accuracy, confidentiality, and reliability were not expectations. They were requirements.

  • Managed executive scheduling, correspondence, and calendar coordination for senior leadership, ensuring zero scheduling conflicts and seamless daily operations across a complex institutional hierarchy.
  • Served as a reliable first point of contact for internal stakeholders, handling inquiries professionally, resolving requests accurately, and routing escalations to the appropriate teams without delay.
  • Maintained comprehensive institutional records and filing systems with strict confidentiality and full compliance with organizational data management policies.
  • Supported internal communication workflows between departments, ensuring information moved accurately, efficiently, and on time across a large, multi-department institution.
  • Coordinated logistics for internal meetings, briefings, and operational activities end-to-end, managing details with minimal supervision and zero missed commitments.

Key Outcome

Established the professional habits that have defined every role since: precision, accountability, stakeholder reliability, and the discipline to operate without supervision in high-stakes environments.

Current

Customer Experience & Support Systems Specialist

Anaebo Edith Consulting

January 2026 – Present

Coaching & TrainingOnboarding & Adoption

Designing and delivering hands-on customer support training for entry-level agents and virtual assistants through live, consequence-driven environments.

  • Designed and deployed two live training environments from scratch: a real Shopify e-commerce store for inbox, complaint, and refund management, and a fully configured Freshdesk helpdesk with SLA policies, escalation workflows, and ticket management. Trainees operate under real conditions with real consequences for errors.
  • Deliver cohort-based onboarding and support training to virtual assistants and entry-level agents, guiding each cohort from zero familiarity to independent platform operation before program completion.
  • Run a parallel program for founders and business owners whose support teams need structural rebuilding, process documentation, and professional retraining.
  • Apply the same onboarding methodology used in client-facing CSM work: structured orientation, milestone tracking, progress check-ins, and outcome validation before sign-off.

Key Outcome

Every trainee achieves independent platform operation before program completion. No cohort has been signed off without it.

Education

Academic Credentials

May 2023 – April 2025

Master of Science, Business Administration and Management

National Open University of Nigeria

2015 – 2019

Bachelor's Degree, Accounting

National Open University of Nigeria

Certifications

Continuous Learning

Certified Customer Success Specialist (CCSS)Customer Success Management, Digital Witch AcademyWorkplace Fundamental SkillsTechnical Support FundamentalsIn-demand Tech Skills

You Have Seen the Work. Let's Talk.

If you need a CSM who can walk into your account portfolio, identify the risk, build the relationships, and deliver the kind of outcomes that make renewal conversations straightforward, I am ready for that conversation.

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