Victorious Ekeh

Experience

• 

  Access Bank Plc

  Sept 2013 - May 2020

  • Customer Service Executive

    Aug 2017 - May 2020

  • Tax Management Officer

    Sept 2013 - Jul 2017
• 

  Fiverr

  May 2020 - Aug 2020

  Freelance Customer Care Representative
• 

  Ridesmash Ghana

  Aug 2020 - Apr 2021

  • Customer Service / Operations Manager

    Nov 2020 - Apr 2021

  • Customer Service Executive

    Aug 2020 - Nov 2020
• 

  Vale

  Jul 2021 - Nov 2023

  Customer Success Lead
• 

  SeamlessHR

  Nov 2023 - now

  Built and maintained relationships with clients, serving as their primary point of contact for all post-sales activities.Developed and implemented proactive strategies to enhance client retention rates, including personalized engagement plans, regular check-ins, and proactive issue resolution.Proactively gathered client feedback and insights to identify areas for improvement and drive product enhancements, ensuring ongoing alignment with client needs and expectations.Collaborated closely with sales, marketing, product, and support teams to ensure a seamless end-to-end client experience and drive client satisfaction. Show less Maintained comprehensive documentation of client interactions, technical issues, and solutions, contributing to knowledge base and internal resources.Implemented proactive strategies to decrease first response time by 30%, ensuring prompt assistance for our clients and enhancing overall satisfaction.Consistently maintained a customer satisfaction rating of over 80% through attentive communication, effective problem-solving, and personalized support, fostering long-term client loyalty.Acted as a liaison between clients and the product development team, providing valuable insights and feedback to drive continuous improvement and enhancement of our software solutions.Prompt resolution to enquiries, resulting in a 25% reduction in average resolution time and increased productivity within the support team. Show less

  • Customer Success Manager (Advocacy and Retention)

    Mar 2024 - now

  • Customer Support Specialist

    Nov 2023 - Mar 2024