Client Service Consultant - International market at Groupe Sup De Co Montpellier (2021-05 – Present)
Act as trusted strategic advisor and voice of customer for international markets. Drive customer experience initiatives, operationalize NPS targets, manage customer onboarding and lifecycle engagement.
- Act as trusted strategic advisor, voice of customer, point of escalation for complaints and collaborate effectively with multiple teams to ensure prompt resolution.
- Operationalize Customer Experience & drive NPS targets: increased promoters by 79%, Achieved NPS from 22 to 57, Churn rate dropped significantly by 81%
- Onboard new customers, educate them on offers, and solutions via proactive engagements through workshops and webinars and presentations
- Provide client support (administrative and operational) and enhance client satisfaction
- Develop and monitor the KPIs and other performance metrics to track and improve the clients' experience, build trust and loyalty
- Build successful and sustainable client relationships, including proactively engaging with key contacts, identifying, and tracking any issues to resolution, and gathering feedback
- Develop customer service process and ensure excellent customer experience across all channels.
- Establish a systematic process to reengineer customer journeys and interactions across physical and digital touchpoints.
- Create communication planning and training for internal cross-functional teams to promote a agile CX approach across the organization.
- Drive strategic growth through upselling and cross-selling of products and services
- Establish a trusted, and strategic advisor relationship with the sales teams, and customers to drive continued value across the lifecycle for the customers
- Identify and drive forward strategic growth opportunities for the assigned service offerings across the pre and post-sale journey from the sales cycle, all the way through adoption and retention
Customer Relationship Manager at Lafarge Africa PLC (now Holcim) (2016-05 – 2019-11)
Managed customer relationships and complaint resolution across 3 Business Units, leading a team of 15. Achieved significant improvements in customer retention, NPS scores, and customer satisfaction metrics.
- Responsible for the customer relationship and complaint resolution management across 3 Business Units - West, East and North, managing 15 team members.
- Won back 75% of inactive customers, increased retention rate by 82%, Achieved NPS: 16 to 48, CSAT-95% FTR 98% and exceeded quarterly targets
- Successfully achieved onboarding, improved retention, and reduced churn of customer accounts through understanding their unique goals & challenges and partnering with them to achieve those goals
- Owned the entire customer lifecycle from onboarding, support, adoption, advocacy, retention, renewals, and up-sells
- Influenced lifetime value through customer satisfaction, net promoter and customer retention by establishing long-term relationships with partners and prevent churn
- Developed retention strategies by assessing customer goals and delivering against them
- Coordinated new business growth through strategic insights and innovative ideas that took the business to the next level
- Performed Strategic Business Reviews to ensure our customers are adopting, utilizing, and gaining value from our products and solutions
- Managed Customer Health: using data, monitor customer health, take proactive steps to mitigate signs of risk and act as the ultimate consultant to encourage user adoption and ultimate value.
- Received commendation from Commercial Director and CCEO for excellent performance during SAP/Salesforce go-live project - (Digital Business Transformation member)
Head, Customer Service and Assurance at Mallboxes Nigeria (Start-up) (2014-01 – 2016-05)
Headed customer service operations for an e-commerce platform similar to Amazon, Walmart, and Bestbuy. Developed customer service processes, optimized customer success initiatives, and received an award for Best Customer Service company.
- Developed customer service process and ensure excellent customer experience across all channels, and monitor the KPIs and other performance metrics to adhere to best practices
- Established and optimized processes and actively enhanced all Customer Success initiatives.
- Ensure compliance and adherence, identify areas of risk, and follow through with improved resolution
- Received an award for Best Customer Service company
Customer Service & Key Account Manager at Everyone Ventures (Start-up) (2011-06 – 2014-01)
Managed customer service team and key accounts in FMCG/Fashion/Retail industry. Developed strategies for customer management, satisfaction, and retention. Promoted to Head of Customer Service.
- Managed the customer service team, training staff members to provide the highest standards of customer service
- Managed Tier 2 and 3 accounts to drive increase in revenue
- Developed strategies to enhance customer management, satisfaction, and retention
- Manage premium accounts directly to drive revenue through high customer retention and net promoter score
- Promoted to Head, Customer Service
Service Operations Manager at Nokia Service Center (Warranty Center) (2007-06 – 2011-01)
Managed service operations for a telecommunications warranty center with 32 staff and 10 collection centers. Improved operational excellence and productivity. Promoted to Head, Service Center Manager.
- Provided after-sales service support. Managed general operations of the Service Center with 32 staff and 10 collection Centers to ensure the smooth running of all departments and proactively monitored the delivery of volume targets
- Improved operational excellence and productivity
- Promoted to act as the Head, Service Center Manager
