Khadijah Hamza

Experience

• 

  Friends Wireless Ltd (formerly known as SSCL)

  Nov 2016 - Oct 2017

  Customer Success Manager

  • Onboarded new customers, ensuring a smooth transition onto 4G broadband network, achieving a 20% increase in customer satisfaction and retention.• Drove the successful rollout and adoption of new broadband packages, resulting in increased customer satisfaction and revenue.• Proactively addressed customer inquiries and complaint, leveraging data insights to predict and resolve network-related challenges, ensuring optimal customer experience.• Managed and built relationships with a diverse portfolio of 4G broadband customers, ensuring a high level of satisfaction and loyalty.• Successfully facilitated customer renewals by proactively engaging with customers by educating them and showcasing the value of our services.• on irresistible juicy offers available to them when they renew.• Collaborated closely with technical support teams to ensure prompt resolution of customer concerns and technical issues.• Worked with cross-functional teams to gather customer feedback, relay enhancement requests, and contribute insights for future network improvements.• Nurtured existing customer relationships and fortified them in order to facilitate the best possible customer experience on a 1:1 basis.• Accurately documenting contact summaries and follow-up opportunities.• Served as the voice of the customers during discussions with the product, marketing and support teams helping to prioritize feature requests, and bug fixes. Show less

• 

  Khamza’s Place

  Apr 2017 - Oct 2021

  Founder

  Online fashion store

• 

  Adeeva Capital Limited

  Jul 2019 - Dec 2019

  Direct Sales Agent

  • Canvassed assigned territories and expanded sales to a new customer base in various geographic areas across the Amuwo Odofin local government area of Lagos State, which improved the conversion ratio by about 60%.• Maintained and built excellent relationship with customers, leverage on relationships to upsell and cross-sell thereby achieving monthly target.• Organized and oversaw the monthly business review with the sales team to review the numbers and ensure set targets were achieved, also drove and managed an initiative (opportunity drive) that increased clientele and business performance through cold calling.• Demonstrated professional salesmanship by opening about 40% of the branch’s account, also ensured prompt processing of all initiated customer transactions; especially account opening, passbook issuance, investment letter, fixed certificate, and liquidations.• Confidentially maintained accurate records of sales activities, budget achievements, and cross-sell referrals, also obtained details of complaints, and promptly proffered lasting solutions/ referred to the appropriate department to ensure client satisfaction and retention. Show less

• 

  Arit of Africa

  Dec 2020 - now

  • Builds and manages strong relationships with key partnerships, also ensures all certifications needed to maintain and grow partnership with key OEMs are achieved.• Significantly increased rebate revenue by over 45% by growing the partnership levels of key OEMs to Silver, Gold and Amplify Power Services respectively.• Strategically on-boarded the organization into the highest partnership tiers for HP as Amplify Power Service Partner and recently facilitated the attainment Gold partnership level of Cisco which increased rebates gotten from both OEMs by 30%. • Spearheading cross-functional training initiatives, ensuring teams and customers stay ahead with cutting-edge technology and enhancing organizational performance through webinars and physical trainings.• Organizes end-customer marketing development campaigns which generates leads, creates brand awareness and increases revenue by 15% annually.• Utilizing the service desk tools to increase retention by attending to customer enquiry and resolving customer complaints to ensure a positive customer experience.• Collaborates with cross-functional teams to provide documentation and adequate support needed to close deals.• Efficiently manages potential channel internal and external conflict with key OEMs by ensuring strict adherence to channel rules of engagement and consequentially ensuring key business growth across new verticals. • Organizes and coordinates Channel partner engagements such as joint business quarterly reviews and account mapping sessions.• Ensures partner contact agreements are favourable to the organization and negotiates unfavourable contracts to ensure profitability and free business flow and conditions.• Leads negotiation meetings with key OEMs and Distributors to attain competitive prices. Show less

  • Senior Channel Manager

    Jul 2024 - now

  • Channel Management Executive

    Dec 2020 - Sept 2024