tc
Tadeniawo Collins
— Customer Success
Experience
Philosophy
Competencies
CUSTOMER SUCCESS & COMMUNICATIONS
Currently driving success at A&J Tech Hub
LAGOS · 15 YRS IN
Tadeniawo
(Collins)
he / him
I bridge the gap between complex brand narratives and exceptional customer experiences.
Customer success professional with 15 years in communications, PR, and relationship management. I spend my time at the intersection of brand voice and user retention, ensuring that every customer interaction strengthens the business foundation.
PORTRAIT · LAGOS, 2026
CLIENT RETENTION IMPACT
Churn reduction.
Streamlined onboarding flows and proactive feedback loops that stabilized account health and turned at-risk users into advocates.
↗
engagement report, 5 min read
150%
BRAND VISIBILITY GROWTH
Measured impact across PR campaigns and strategic digital activations.
200%
CONVERSION LIFT
Achieved through targeted communications, social media strategy, and refined messaging.
70%
SALES GROWTH
Driven by relationship management and effective stakeholder engagement strategies.
6+
PUBLISHED BOOKS
Ghostwritten for high-profile executives and thought leaders.
PREVIOUSLY:
Mgbeke Group
·
Upwork Consultant
·
Opera News
·
Luxury Seventy Seven
·
Ledrop Nigeria
01 — WHAT I BELIEVE
Customer success is built on active listening and precise communication.
I approach every customer inquiry not just as a ticket to close, but as an opportunity to understand the underlying friction in the user journey.
Clear, honest communication is the most effective retention tool in any organization.
I.
Data informs strategy, but empathy builds loyalty.
I leverage CRM platforms to track metrics like CSAT and NPS, but I ensure these numbers are paired with qualitative follow-ups.
II.
Every communication is an extension of the brand.
Whether it's ghostwriting an executive manuscript or answering a support email, I maintain a consistent standard of quality that reflects the brand identity.
III.
Versatility is my greatest strength.
Blending PR and media expertise with technical CS knowledge allows me to see the full customer lifecycle from multiple angles.
02 — SIGNATURE WORK
A&J TECH HUB · ONBOARDING & RETENTION · 2026
Driving user adoption through structured support.
READ CASE STUDY
~5 min
THE CHALLENGE
High ticket volume & onboarding friction.
Scaling support while maintaining personal touch. Users were struggling with feature discovery, leading to slower time-to-value.
We needed a system that balanced efficiency for the support team with clarity for the user, documented entirely within HubSpot/Zendesk.
THE APPROACH
Systematize support for better scalability.
We implemented new onboarding workflows, standardized ticket documentation, and established a proactive feedback loop to identify churn risks early.
I took the lead on standardizing our cross-functional communication to ensure that customer escalations were handled with urgency and transparency.
THE EXECUTION · Q1 2026
WK 1–2
Audit
Analyzed 30+ inquiries per week to categorize common pain points and feature adoption hurdles.
WK 3–4
Standardize
Cleaned up CRM data and implemented new SLA workflows to ensure every ticket had a clear resolution path.
WK 5–8
Implement
Launched proactive onboarding guides that helped users navigate the initial account setup without manual intervention.
WK 9+
Optimize
Monitored adoption rates and refined the messaging to keep users engaged past the initial activation phase.
"
Tadeniawo has been instrumental in organizing our support operations. His ability to turn feedback into actionable improvements saved us significant time and effort.
— A&J Tech Hub Leadership
RESULT
100% CRM
Accuracy in client data tracking
03 — HOW I WORK
A structured approach to relationships.
I use a consistent methodology to manage client expectations and support quality, ensuring that no request is left unaddressed.
I.
Documentation first.
If it isn't in the CRM, it didn't happen. I prioritize meticulous data entry in HubSpot and Zendesk to ensure visibility across the team.
TYPICAL
Daily
II.
Proactive engagement.
I don't wait for issues to reach a boiling point. I use check-ins and feedback loops to address concerns before they impact retention.
TYPICAL
Weekly
III.
Cross-functional bridge.
I translate customer feedback into insights for the product and marketing teams, ensuring the voice of the customer drives organizational growth.
TYPICAL
Ongoing
IV.
Continuous refinement.
Every project ends with a review. I analyze what worked and what didn't to improve the process for the next client or campaign.
TYPICAL
Monthly
04 — TRAJECTORY
15 years of evolving through communications and success.
From journalism and PR to modern customer success, my journey has been focused on building trust and visibility.
2025
→ now
A&J Tech Hub
— Customer Success / Support Executive
Leading support operations, managing high-volume inquiries, and establishing standardized customer onboarding processes to improve feature adoption.
CRM Management
Retention
Onboarding
2022
→ 2025
Mgbeke Group, USA
— Ghostwriter & Customer Success
Balanced complex creative work as a ghostwriter with client relationship management. Acted as the primary point of contact for West African stakeholders.
Copywriting
Relationship Mgmt
Stakeholder Engagement
2021
→ 2024
Upwork (Freelance)
— CS Consultant & PR Expert
Top-rated consultant supporting international brands with PR strategy, content creation, and remote customer success management.
PR Strategy
Remote CS
Content Creation
2016
→ 2019
Luxury Seventy Seven Ltd
— Head of Marketing & PR
Led marketing initiatives and media relations. Successfully managed product launches and press conferences that drove significant revenue and brand growth.
Media Relations
Event Planning
Brand Strategy
05 — NUMBERS, WITH CONTEXT
Data is the story of our success.
I don't just report numbers; I interpret the trends behind them to ensure long-term stability and growth.
150%
2011–2013 · Ledrop Nigeria
BRAND VISIBILITY LIFT
Achieved by leveraging social media activations and targeted PR efforts for premium alcohol brands.
6+
2022–2025 · Mgbeke Group
BOOKS GHOSTWRITTEN
Collaborated with high-profile executives to craft manuscripts that maintained their unique voice and professional authority.
45%
2013 · Jaguar Beverages
DIGITAL VISIBILITY GROWTH
Scaled digital presence in just two months through focused social campaigns and integrated email marketing strategies.
200%
2011 · Ledrop Nigeria
CONVERSION INCREASE
Driven by data-led activations and consistent, high-engagement content strategy across all digital touchpoints.
06 — COMPETENCIES
Skills I bring to the table.
From technical CRM proficiency to creative PR and media management, these are the tools I use to deliver professional results.
CS STRATEGY — DRIVING GROWTH
Optimizing customer onboarding journeys.
A&J Tech Hub · 2026
New users were struggling to realize value during the initial setup phase. I audited our onboarding workflow, identifying bottlenecks that delayed product adoption. By implementing a structured, feature-guided walkthrough, we significantly accelerated time-to-value for our client base.
The result was a more streamlined user experience that directly impacted our retention metrics. We transformed a technical hurdle into an educational milestone, ensuring users felt supported and confident from their very first login.
COMMUNICATIONS — BRAND VOICE
Ghostwriting for global executives.
Mgbeke Group · 2025
Managing the unique voice of high-profile clients requires deep empathy and precision. I delivered 6+ published manuscripts, ensuring that every page reflected the author's vision while maintaining professional coherence. The challenge was balancing creative storytelling with the strategic brand goals of our partners.
By capturing the nuances of their personal brands, I helped turn complex executive insights into accessible content that resonated across global digital platforms.
PROJECTS — CLIENT SUCCESS
Driving visibility and conversions.
Freelance PR & CS · 2024
In my work with diverse international startups, I found that high-touch customer success isn't just about problem-solving—it's about proactive relationship building. By integrating communications expertise into my CRM workflows, I successfully boosted client engagement rates.
The most effective support systems are those that view every interaction as an opportunity to deepen brand loyalty and trust.
07 — PROFESSIONAL INSIGHTS
Reflections on customer success and communications.
Writing helps me synthesize complex client interactions into actionable strategies. I share thoughts on building bridges between technical products and user needs.
APR '26
Onboarding is the first impression of trust.
8 min
Essay
FEB '26
Building effective remote support teams.
6 min
Note
NOV '25
Why empathy drives better CRM outcomes.
9 min
Essay
AUG '25
The art of ghostwriting for executives.
7 min
Note
MAY '25
Managing media relations in a digital age.
5 min
Talk
08 — WHAT CLIENTS SAY
Trusted feedback from those I support.
Across industries, my commitment remains the same: driving growth through exceptional service.
"
Tadeniawo has a unique ability to translate technical requirements into clear, human-focused communication. He completely revitalized our customer response workflow.
Lead Project Coordinator
Tech Solutions Group
"
His ghostwriting work was impeccable. He captured our CEO's voice with absolute precision, making our brand materials feel personal and professional simultaneously.
Executive Director
Global Media Partners
"
Tadeniawo is the rare professional who combines sharp PR instincts with a deep understanding of customer success. He drove our sales growth significantly.
Operations Manager
Luxury Retail Network
09 — LET'S CONNECT
Are you looking to scale your customer experience?
I am available for senior roles in Customer Success, Communications, or PR consulting. If you need help driving retention, building brand visibility, or smoothing out your customer journey, reach out.
LINKS
Writing · /tadeniawocollins
LinkedIn · /in/tadieniawocollins
Portfolio · @tadeniawo
Work · /tadeniawo
© 2026 Tadeniawo Michael Collins
·
Last updated: April 2026
Crafted with focus and professional integrity