Gift Olorogun

Experience

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  Primewash limited

  Oct 2018 - Jun 2019

  Customer Support Executive

  Focused on customer retention and satisfaction. Managed customer complaints; provided appropriate solutions within specified time. Reduced backlog of unresolved customer issues by 60%.Achieved 75% increase in customer retention due to the increase in returning customers compared to the previous year.Identify inefficient processes and lead on improvements to those processes.

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  Petroleum Equalization Fund Management Board PEF(M)B

  Jun 2019 - May 2020

  Customer Service Representative/Administrative Assistant

  ● Received PMS trucks, detailed and ensured accuracy and completeness of delivery documents.● Updated PEFMB daily truck records● Attended and resolved issues with Customers (petroleum marketers) as well as challenges with documentation.● Correctly filed and updated customer and marketer records on a daily basis.● Managed petroleum marketers (customers ) to ensure all challenges experienced were solved.● Identified loopholes in operational processes and improved on them to increase customer(petroleum marketers) satisfaction.● Upated PEFMB database to report new trucks and operational processes. Show less

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  EStream Networks

  Aug 2020 - Jan 2021

  Corporate Sales Executive/Customer Support Representative

  ● Identified and added qualified prospects to the sales pipeline, utilizing strong networking and research skills.● Managed strategic partnerships with key clients, fostering growth and revenue.● Achieved 135% of my monthly sales target● Improved the company revenue by 7.5% by recovering churned customers.● Renegotiated customer contracts, customer credits, and product changes to prevent churn, under thesupervision of the Customer Retention Manager.● Reduced the average resolution time by 25% for customer internet service tickets.● Act as the main point of contact for customers, providing value and ensuring satisfaction. Show less

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  SENRI Ltd. (Africa Incubator Ltd.)

  Jan 2021 - Jul 2022

  ● Distilled customer insights into business recommendations by identifying customer trends and performing root cause analysis. ●Created documentations for the Customer Success team detailing account management processes, reports on satisfaction, retention and growth.● Responsible for training and on-boarding of new merchants and managing customer relationships throughout their entire lifecycle● Managed merchant's accounts, conducting routine account reviews and customized product training for merchants to improve adoption rate.Oversaw recruitment, training and development of the customer success team. ● Implemented policies resulting in a 79% increase in customer retention rate. ● Designed email templates for ease of communication between the CS team and clients. ● Participated in quality assurance checks on new features and products. Show less

  • Customer Success Associate /Key Account/Retention Manager

    Jun 2021 - Jul 2022

  • Technical Customer Support Executive

    Jan 2021 - Jun 2021
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  Indicina

  Jul 2022 - Apr 2024

  Customer Success Associate

  ● Design and implement processes to increase retention and reduce churn.● Conduct regular business reviews with top tier clients to discuss Customer performance, improvement areas and new features to enhance productivity. ● Create user guides and instructional videos to improve customers' understanding of the product● Review product requirement documents and participate in pre-launch tests to ensure that product development remains customer-centric. ● Enhance customer onboarding and training processes for successful product adoption. ● Analyze customer data and defined customer segments with the Marketing team to tailor content creation and boost engagement. ● Design and implement processes to increase retention and reduce churn.● Achieved 60% upsell of existing clients and software features through effective client relationship management and targeted marketing strategies. ● Resolve technical challenges with the aid of the engineering team.● Ensure up-to-date documentation of customer feedback and processes. Show less

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  SeamlessHR

  Apr 2024 - now

  Customer Success Manager