Felix Moses

Experience

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  Customer contact solution, Nigeria Ltd

  Mar 2011 - Feb 2012

  Customer Support Specialist

  - Acted as the primary point of contact for customers/subscribers, providing personalized and exceptional service that ensured customer satisfaction and loyalty.- Resolved subscriber issues and complaints promptly, escalating complex issues to the appropriate team members and ensuring timely resolution to maintain customer trust.- Conducted regular customer check-ins to assess customer satisfaction, identify pain points, and proactively address any concerns before they escalate.- Coordinated with other teams, such as sales and product development, to ensure customer needs are met and issues are resolved in a timely and effective manner.- Educated customers on product features and benefits, sharing knowledge and resources to ensure customers get the most out of the product or service.- Conducted customer training and onboarding sessions, providing clear and concise instructions to ensure customers are successful in using the product or service.- Maintained accurate customer records and communicated relevant information to internal stakeholders to ensure a seamless customer experience across all touchpoints.- Acted as an advocate for the customer, bringing their voice and perspective to the forefront of decision-making and ensuring their success is at the center of business strategies. Show less

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  Diamond Bank Plc

  Feb 2012 - Oct 2017

  Retail Collection Executive

  - Managed customer accounts and facilitated timely payments while maintaining positive customer relationships, resulting in a 30% reduction in delinquency rates.- Collaborated with internal teams to develop and implement customer retention strategies, resulting in a 20% increase in customer retention rates.- Conducted regular check-ins with customers to ensure satisfaction with payment plans and address any concerns, resulting in a 90% customer satisfaction rate.- Analyzed customer payment patterns and identified trends to proactively address potential payment issues and improve overall collections performance.- Developed and maintained a detailed understanding of customer needs and preferences to tailor payment solutions and provide personalized support.- Utilized data and analytics to identify opportunities for process improvements and efficiencies in collections management, resulting in a 15% increase in collections productivity.- Acted as the primary point of contact for customer inquiries and issues related to collections, ensuring prompt resolution and effective communication throughout the process.- Contributed to the development and implementation of new collections policies and procedures, ensuring compliance with regulatory requirements and industry best practices Show less

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  Bellcredit Limited

  Nov 2017 - Feb 2019

  Credit Manager

  • Collaborated with the product team to ensure that customer needs are met, monitored product performance and achieved monthly KPIs and OKRs. • Managed loan products portfolio with the goal of ensuring the success of customers who use them. • Worked with the Product Development Lead to develop and launch products that align with the goals and needs of customers, ensuring their satisfaction. • Conducted market research to identify client needs, trends, and opportunities, resulting in the creation of new products that increased sales by 20%. • Analyzed the competition by comparing their unsecured loan propositions with the offers, process, user experience, and portfolio quality of our products. • Addressed customer issues promptly to improve their overall experience with our products, ensuring their satisfaction. • Tracked and maintained product offering exceptions, ensuring that customers receive consistent and high-quality service. Show less

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  25th Hour Logistics

  Oct 2018 - Dec 2020

  Strategy & Business Development Manager

  - Conducted thorough market research and analysis to identify potential business opportunities and gaps in the market, resulting in a 20% increase in new business acquisition within the first quarter.- Developed and executed strategic business plans and go-to-market strategies to drive revenue growth and market share expansion, resulting in a 30% increase in annual revenue.- Collaborated with cross-functional teams to identify customer pain points and design customer-centric solutions, resulting in a 15% increase in customer satisfaction and retention.- Established and maintained strong relationships with key partners, vendors, and stakeholders to drive business growth and innovation, resulting in a 25% increase in strategic partnerships and collaborations.- Conducted regular competitive analysis and benchmarking to stay informed on industry trends and identify areas for improvement, resulting in a 10% increase in product innovation and development.- Monitored, recorded analyzed key performance indicators (KPIs), which provided insights and recommendations for continuous improvement, resulting in a 15% increase in operational efficiency and cost savings. Show less

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  Grandvest Financial Services Plc.

  Oct 2019 - Feb 2021

  Customer Success Manager

  Collaborated with cross-functional teams to develop and implement customer success strategies.Managed a portfolio of about a 100 customer accounts, achieving high levels of customer satisfaction and retention.Conducted regular business reviews with customers, reviewing performance metrics and identifying areas for improvement.Proactively monitored customer health and intervened early to prevent churn, while identifying opportunities for upsell and cross-sell.Managed and resolved customer issues, working closely with internal teams to ensure timely and effective resolution.Developed and maintained a deep understanding of the customer's business, industry, and market trends to identify new opportunities to drive growth.Created and delivered customer-facing presentations, including product demonstrations and training sessions. Show less

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  Grandvest Financial Services Plc.

  Apr 2021 - Jan 2024

  Product Manager

  - Worked closely with marketing, engineering, design, and business development teams to provide cutting-edge products for users.- Discussed the product vision with developers and established the roadmap, scope, and implementation of digital channels.- Worked closely with the Tech team, Digital Banking team, and other stakeholders to oversee day-to-day delivery of products and system enhancements.- Built and executed the roadmap for Digital Lending for various products in MSME segment.- Ensured stability, growth, development, and profitability of E-business channels across the group with the goal of becoming a mega enterprise.- Spearheaded the launch of digital banking product that increased revenue by 25%.- Accounted for e-business and digital transformation at the subsidiary level.- Engaged with executive management and kept track of the growth of new and old platforms and products in various subsidiaries.- Supervised the development of product papers for different product categories, including digital business channels, personal loans, payday loans, asset financing, and project financing. Show less

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  Euro Exim Bank

  Sept 2021 - now

  Trade Finance Consultant

  Provided trade finance solutions to clients across various industries, including manufacturing, trading, and servicesAdvised clients on the most suitable trade finance products and services to meet their business needsFacilitated the issuance of letters of credit, guarantees, and other trade finance instrumentsAssisted clients in managing risks associated with international trade transactionsDeveloped and maintained relationships with clients, financial institutions, and other stakeholders in the trade finance industry Show less