Dorcas Toyosi (Eyiolawi) Salako

Experience

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  CNSSL : Communication Network Support Service Limited

  Sept 2015 - May 2016

  Officer, SIM Registration Validation

  • Made outbound calls to Subscribers regarding their SIM registration details.• Validated Subscribers’ registration details using KYC (Know Your customer) to ensure that all details are in line with NCC (Nigerian Communications commission) requirements.• Updated Subscribers’ SIM registration details.• Won back customers with incomplete SIM registration details to reduce churn and build customer loyalty.• Documented and prepared reports of customers’ validated details.• Generated daily reports of customers' SIM registration details.• Worked closely with other team members to ensure timelines are met and targets are in with business strategy.• Advised customers with incomplete registration details to update required information.• Provided customers with required information to ensure seamless registration process. Show less

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  9mobile

  May 2016 - Oct 2020

  • Managed the implementation, tracking and measurement of marketing campaigns that focus on expansion of customer base, customer retention and revenue optimization.• Analyzed the customer base to identify segments that have revenue upliftment opportunity or at a churn risk that require an intervention.• Configured & implemented BTL campaigns that will help reduce churn and optimize revenue.• Utilized both inbound and outbound campaign management channels to ensure proper campaign execution, deployment, and evaluation.• Identified best opportunities within the base for revenue optimization and customer retention.• Developed and executed the articulation and implementation of effective BTL Campaign using different customer segmentation for effective market penetration, customer growth, and profitability.• Wrote, edited, and proofread campaign scripts to ensure the best and effective marketing communication is achieved to drive campaign uptake and improved campaign success rate.• Worked closely with the rest of the marketing team to understand their campaign needs in supporting product development and performance throughout their product lifecycle.• Ensured no revenue dilution as a result of campaign activities.• Generated regular reports and build dashboards that manifest the efficiency of campaign activities.• Designed monthly campaign calendar and campaign plan for execution ensuring timelines are met and target is in line with business strategy.• Liaised with vendors responsible for managing campaign systems/tools/capabilities to ensure effective execution of campaigns. Show less • Resolved products and services problems by clarifying customers’ complaints.• Interacted with customers to provide them with information to address inquiries regarding products and services.• Ensured customer satisfaction and provide professional customer support.• Provided product or service information to assist customers in making decision about a product to buy.• Maintained positive, empathetic, and professional attitude toward customers while attending to customers’ inquiries.• Tele-marketed new products and service to customers to generate revenue for the organization.• Built sustainable relationships of trust through open and interactive communication.• Managed customers' behavior by rendering required assistance in terms of complaints and clarifications as regards products and services on the network. Show less

  • Analyst, Customer Value Management

    Jun 2017 - Oct 2020

  • Analyst, Customer Service Representative

    May 2016 - Jun 2017
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  Octave Analytics

  Oct 2020 - May 2022

  • Provided oversight on all business analysis and data science functions such as Gap Analysis, Data Science Project management, Modelling and Visualization at Octave Analytics.• Wrote advanced SQL queries; managed churn/inactivity and saved business cost by 43%.• Supported and managed Data Analytics and BI Reporting projects with several clients across banking sectors including Coronation Merchant Bank, Etranzact, First Bank Nigeria, Unity Bank.• Established data warehouse, Datamart, Analytics Data Store which enhance immediate analytics and Business Intelligence reporting for clients within the financial sector.• Developed analytics models and identify opportunities with data profiling to extract value from customers.• Developed robust data governance framework to improve data quality.• Provided business strategy and development that relate to Data Analytics and Customer Value Management (CVM) practices.• Oversaw the business team and all services and deliverables from the managed service team at Octave Analytics. Show less

  • Training Coordinator

    Sept 2021 - May 2022

  • Senior Data Analyst/Project Team Lead

    Oct 2020 - May 2022
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  KingMakers

  May 2022 - Mar 2024

  Customer Relationship Management Specialist

  • Collaborating with stakeholders to formulate efficient & sustainable journeys that aligns with the business’s overall objectives.• Designing and executing personalized journey across multiple channels to address each segment and stage of customer’s lifecycle.• Developing and optimizing comprehensive Customer Relationship Management request and execution calendar.• Executing marketing campaigns across all available channels based on the campaign calendar to reduce churn and optimize revenue.• Monitoring and evaluating Customer Relationship Management campaigns and activities.• Assessing and improving the usage of Customer Relationship Management platform and automate daily tasks.• Driving awareness for new content, company announcements, upcoming product release.• Conducting A/B tests to validate and increase performance of scheduled campaigns• Building event-based triggers that fully automates the marketing funnel to increase retention rate. Show less

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  NabuMinds

  Mar 2024 - now

  CRM Lifecycle Specialist