Mohammed Mohammed
Customer-focused professional with over 6 years of progressive experience in customer service and relationship management
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About
Customer-focused professional with over 6 years of progressive experience in customer service and relationship management across the telecommunications and agro-industrial sectors. Proven expertise in customer success, CRM operations, communication, and issue resolution, with a track record of enhancing satisfaction, retention, and loyalty. Adept at building meaningful client relationships, providing personalized support, and driving positive business outcomes through exceptional service delivery.
Experience
Senior customer care executive at LIFEBANK NIGERIA (2026-01 – Present)
- Handle complex customer inquiries, complaints, and service requests across multiple channels (calls, apps, chat)
- Coordinate urgent requests for blood, oxygen, and medical products, ensuring timely escalation and follow-up.
- Serve as a point of contact between customers, hospitals, donors, dispatch teams, and internal operations units.
- Monitor service delivery to ensure accuracy, timeliness, and customer satisfaction.
- Escalate critical or unresolved issues appropriately and ensure closure within agreed service levels.
- Support, mentor, and guide junior customer care agents to improve performance and service quality.
- Maintain accurate records of customer interactions, cases, and resolutions using CRM tools.
- Identify recurring customer issues and provide feedback and recommendations for process improvement.
Customer Success Associate at EXTENSION AFRICA (2024-01 – 2025-12)
- Serve as the primary point of contact for clients, ensuring seamless onboarding, engagement, and satisfaction.
- Build and maintain strong relationships with customers to understand their needs and ensure long-term retention.
- Monitor customer feedback and proactively address concerns to improve overall experience.
- Collaborate with cross-functional teams to enhance service quality and optimize customer success processes.
- Support data-driven strategies to increase product adoption and strengthen customer loyalty.
Customer Care Executive at ISON BPO INTERNATIONAL LIMITED (MTN Nigeria) (2022-01 – 2024-12)
- Addressed customer inquiries, concerns, and complaints promptly and professionally.
- Provided accurate information on MTN products and services, ensuring exceptional customer satisfaction.
- Utilized CRM tools to manage and document customer interactions for service improvement.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Recognized for excellent service delivery and customer experience outcomes.
Customer Service Officer at MIA-AGRO NIGERIA LIMITED (2020-01 – 2022-12)
- Managed customer relationships by addressing inquiries and resolving issues promptly.
- Oversaw customer communications across multiple channels with a professional and helpful approach.
- Documented customer feedback and used insights to improve service delivery processes.
- Worked with internal departments to streamline operations and enhance customer satisfaction.
Education
Bachelor of Science (B.Sc.) in Computer Science – Ibrahim Badamasi Babangida University, Lapai (2019-01)
