Experience

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  Federal ministry of communications, nigeria

  Oct 2018 - Jul 2019

  Executive administrative assistant

  — Managed and prioritized executives' schedules, including calendar management, meeting coordination, and appointment scheduling, ensuring efficient time management.— Handled incoming and outgoing correspondence, including emails, calls, and memos, ensuring timely and professional responses.— Organized complex travel arrangements, including itineraries, accommodations, and transportation, while addressing any last-minute changes or issues.— Curated, edited, and formatted high-quality reports, presentations, and other documents for internal and external use.— Planned and coordinated executive-level meetings, conferences, and events, including agendas, logistics, and follow-ups.— Maintained confidentiality of sensitive information and managed accurate filing systems, ensuring documents were easily accessible and up-to-date.— Contributed with special projects, research, and administrative tasks as needed to support the executive team’s strategic goals. Show less

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  Interra networks

  Sept 2019 - Dec 2019

  Call center support representative

  — Managed multichannel customer Interactions: and esponding to a variety of customer inquiries via phone, email, and chat, ensuring all communications are professional, courteous, and consistent with company standards.—Resolved Complex Issues, Handling escalated or challenging customer concerns, employing effective problem-solving techniques to achieve swift and satisfactory resolutions.—Providing Accurate Information to customers through delivering clear and complete details about products, services, and policies, ensuring customers have the knowledge needed for informed decisions.— Coached team members by guiding junior call center representatives an d offering coaching, constructive feedback, and support to enhance their skills and performance.—Collaborated across departments by working closely with supervisors, managers, and other teams to resolve customer concerns promptly and optimize processes, ensuring alignment with organizational goals.—Monitored and report Key metrics by tracking performance indicators such as customer satisfaction, response times, and issue resolution rates, preparing detailed reports and actionable recommendations to improve call center performance. Show less

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  Getfit technologies (getfitng)

  May 2020 - Sept 2022

  Customer relationship officer

  — Client Engagement and Support: Acted as the primary point of contact for a portfolio of clients, maintaining regular communication to understand their needs, resolve inquiries, and ensure satisfaction.— Fostered strong, long-term relationships with clients by developing trust and credibility through proactive engagement, empathy, and responsiveness.— Monitored client accounts to ensure service delivery aligns with agreed-upon terms, identifying opportunities for upselling or cross-selling additional products and services.— Complaint Resolution: Handled client complaints and issues professionally and promptly, coordinating with internal teams to provide effective and timely solutions.— Client Retention and Loyalty: Developed and implemented strategies to retain clients, improve satisfaction, and increase loyalty by consistently delivering value and addressing pain points.— Data Management and Reporting: Maintained accurate and up-to-date records of client interactions, preferences, and feedback using CRM systems, and generate reports to support business decision-making.— Collaboration with Internal Teams: Worked closely with sales, operations, and support teams to ensure a seamless client experience, aligning internal processes with client expectations Show less

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  Vendease (yc w21)

  Jul 2022 - Feb 2024

  — Facilitating seamless onboarding for clients, ensuring they effectively utilize various products— Acting as the primary point of contact for client relations, handling onboarding, requests, complaints, and key account management— Proactively collect feedback from client interaction and develop effective strategies for ensuring a high response rate— Proactively identify and classify software and product issues reported by clients during support interaction — Analyzing client feedback and identifying pain points related to product offerings and new releases— Analyzing feedback data to identify recurring issues, trends and patterns— Documenting and thoroughly analyzing reported bugs, including steps to reproduce, system configurations, and any relevant details— Maintaining a structured and comprehensive database of customer feedback and interaction — Collaborating with the product team to identify opportunities for product improvements based on user interactions— Tracking and monitoring client request trends, fostering lasting client relationships for long-term engagement— Monitoring product performance and reporting outcomes— Driving the adoption of multiple product suites (Inventory, Procurement, Costing and POS) and contributing to the market research— Collaborating with cross-functional teams to implement changes and improvements for enhanced customer experience— Preparing reports summarizing key findings, trends, and progress in addressing client concerns Show less — Collect and analyze customer data, including surveys, feedback forms, online reviews, and customer support interactions— Identify patterns, trends, and insights from the data to understand customer behaviors, preferences, and pain points— Create and maintain customer journey maps to visualize and document the end-to-end customer experience— Identify touchpoints where customers interact with the organization and assess the quality of those interactions— Analyze customer feedback to gain a deep understanding of their needs, expectations, and concerns— Translate customer feedback into actionable insights for improving products, services, and processes— Recommend strategies to boost customer satisfaction and loyalty based on score trends— Segment customers based on demographics, behaviors, and preferences to tailor experiences and marketing efforts— Create personas to represent different customer types and their needs— Conduct benchmarking against industry standards and competitors to identify areas for improvement— Leverage customer experience management (CEM) tools and software for data collection, analysis, and reporting— Collaborate with cross-functional teams, including marketing, product development, customer support, and sales, to implement customer-centric strategies— Identify and nurture customer advocates who can promote the organization's products or services through testimonials, referrals, and case studies Show less

  • Product Support Analyst

    Feb 2023 - Feb 2024

  • Customer Experience Analyst

    Jul 2022 - Jan 2023
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  La chariz groups

  Feb 2024 - now

  Customer success manager

  — Lead and Manage the Support Team while Overseeing and inspiring a diverse customer support team across subsidiaries, ensuring high performance and a customer-first culture.— Set and Track Performance Goals by Defining team goals, establishing KPIs, and monitoring performance to meet and exceed customer satisfaction objectives.— Standardize Customer Success Processes by developing and implementing unified support strategies tailored to each subsidiary while maintaining operational flexibility.— Collaborating with Cross-Functional Teams by Working with Sales, and Product Development teams to ensure seamless onboarding, support, and retention processes.— Enhance Support Operations by overseeing ticket management, ensuring timely issue resolution, and refining workflows to improve productivity and efficiency.— Leveraging Customer Feedback by Analyzing customer feedback to identify trends and proactively address potential issues before they escalate.— Foster Stakeholder Relationships by Building strong relationships with internal and external stakeholders to advocate for customer needs and drive collaborative solutions.— Monitoring and Improving Support Quality by Maintaining high standards of service delivery across all channels (email, chat, phone, and walk-in ) to ensure consistency and satisfaction.— Using data to identify improvement opportunities, present actionable insights to leadership, and align efforts with the company’s growth strategy.— Promote Team Development by Identifying skill gaps within the team, providing training, and encouraging professional growth to ensure continued excellence. Show less