Simbiat Ogunsanwo

Experience

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  Cellulant

  Sept 2010 - now

  Assistant Manager

  *Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience* Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged.* Manage and drive the continuous improvement of the customer experience through formulation of CX strategies or the constant improvement of the processes and strategies applied by the team.* Using Data Insights and for customer data, raise red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.* Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS, CSAT, etc to gauge how the brand is performing on CX performance parameters.* Shaping the Cellulant Customer Experience strategy in a way that enables us to convert and retain more engaged and loyal prospective students, driving ROI and enabling the university to meet its recruitment targets* Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value* Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company* Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app Show less

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  Cellulant Nigeria Limited

  Jan 2011 - Mar 2020

  Customer Service