Experience

• 

  Touchstone communications

  Apr 2018 - Mar 2019

  Campaign: American MortageDescription. - Handle 350+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information.- Received an average 85% Satisfaction rating to date. - Suggested a new tactic to persuade canceling customers to stay with the company resulting in a 5% decrease in cancellations. - Memorized the entire line of company products & Services, including packages with certain discounts and offers.- Remained courteous and calm even during moments of customers' discomfort.- Able to set up laptop, headphones, microphones, Skype, or any other chat client service to converse with customers. Show less

  • Mortgage Loan Officer

    Nov 2018 - Mar 2019

  • Customer Sales Representative

    Apr 2018 - Nov 2018
• 

  Naxxa consulting

  Jan 2020 - Aug 2023

  Account Management (20% Upsell Rate):- Implemented effective account management strategies to drive customer adoption and retention.- Worked closely with customers to understand their unique needs and goals, tailoring solutions to maximize value.- Collaborated with cross-functional teams to ensure customers received timely and effective support. Growth and Adoption (15% Increase in Product Usage):- Contributed to revenue growth by promoting upsell opportunities and renewals within the customer base.- Supported the onboarding process to help new customers quickly realize the value of nTask's services.- Tracked adoption metrics and developed strategies to increase product usage and customer satisfaction.Retention and Renewals (90% Renewal Rate):- Proactively managed customer renewals, achieving a high renewal rate and minimizing churn.- Implemented retention strategies to mitigate customer risk and maintain long-term relationships.- Utilized cross-selling techniques to offer additional services that enhanced customer value.Relationship Building (98% Trust-based Relationships):- Fostered strong, trust-based relationships with customers, becoming a trusted advisor in their project management endeavours.- Collaborated closely with internal teams to align product development with customer needs and preferences. Show less Customer Management (98% Issue Resolution Rate):- Provided top-notch customer service, addressing inquiries, resolving issues, and guiding customers through the platform's features.- Managed customer accounts, tracking their usage and engagement to identify opportunities for improvement and growth.- Monitored the entire customer journey, from onboarding to ongoing support, to ensure a seamless experience.Client Management (95% Satisfaction Rate):- Successfully managed a portfolio of high-value clients, ensuring their needs and expectations were met.- Developed and maintained strong client relationships, serving as the primary point of contact for inquiries and issue resolution.- Leveraged client feedback to drive product improvements and enhance overall satisfaction. Show less

  • Account Manager

    Mar 2021 - Aug 2023

  • Customer Support Agent

    Jan 2020 - Feb 2021
• 

  Ibm

  Jun 2022 - Sept 2022

  Data engineer

  • Performed data reloading whilst maintaining its integrity• Worked with a team of data engineers to ensure accuracy & and integrity in the client’s data• Performed and automated monthly DB-level housekeeping activity and PVT• Wrote shell scripts for monitoring reports, alerts, and tracking incidents according to the SLA and performed RCA as well• Created interactive dashboards for proactive and continuous monitoring of python• Familiarities with database systems including RDBMS and NoSql• theoretical knowledge regarding data processing frameworks i.e. Apache Spark, Hadoop Show less