Customer Success Specialist at Gloopro Procurement Systems (2023-11 – Present)
- Acted as primary point of contact for assigned customers, ensuring seamless adoption of gloopro procurement platform for large scale organizational purchase.
- Identified upsell and cross sell opportunities and contributing directly to revenue growth.
- Handled customer request, escalations and complaints efficiently through effective use of Zoho CRM ensuring prompt resolution and improved customer satisfaction.
- Facilitated end-to-end procurement lifecycle, from purchase order receipt to order fulfillment to receiving Goods received note (GRN).
- Monitored customer usage and engagement, identifying opportunities to improve adoption and minimize churn.
- Work cross-functionally with internal teams (Sourcing, Finance, Operation and Product Engineering) to foster a strong sense of community and information sharing.
- Maintained strong relationships with clients, driving customer retention rate by 60% year over year through proactive engagement strategies.
- Consistently achieved customer satisfaction scores of 95% through responsive and proactive support
- Increased Turnaround time (T.A.T) cycle for clients by 60%, driving measurable cost savings and efficiency.
- Recognized as a top-performing Customer Success Specialist for consistently exceeding renewal and upsell targets.
Customer Service/ Tele-sales Specialist at Jumia Nigeria (2020-11 – 2023-10)
- Documenting accurate/complete information in the Customer Relationship Management (CRM) System (Salesforce, Sprinklr, OMS etc.) with attention to detail.
- Meeting and exceeding the daily and monthly sales target in terms of Gross & Net orders, demonstrating persistence and optimism.
- Following call center script and adhering to company attendance, punctuality, and break period policies, showcasing ability to work independently.
- Collaborating with 15+ colleagues in training new recruits on sales and customer retention techniques.
- Managing present/ prospective customers via receiving incoming calls on a rotating basis, as well as making an average of 80 calls per day.
- Building and maintaining relationships with existing and new clients while ensuring that the job target is achieved in the process.
- Generate sales leads by upselling and cross selling.
- Identify and assess customers' needs and share this feedback with sales team for action
- Commended for persuasiveness, intense customers focus and dependability in performance evaluation.
- Earned 100% mark in up-selling on calls, communication skills, listening skills, and issue resolution (evaluated by a quality assessor).
- Ascertains an average CSAT of 90% weekly Consistency in meeting theKPI's.
- Trained over 60 new hires between January 2021 to September 2023 and assisted to led team of telemarketers. (Super- Agent duties)
- Was made a full staff within 6 months of internship.
Direct Sales Executive at Renmoney MFB (2019-12 – 2020-04)
- Sales of Loan to present and prospective customers, leveraging strong people skills and business model understanding.
- Actively extended the client portfolio by bringing in 100+ new customers, demonstrating curiosity and ownership in role.
- Closed at least five loans each month in a 100% commission environment from referrals and existing client portfolio, showcasing persistence and collaboration skills.
- Maintained an average monthly customer satisfaction rating by 95%
Sales Consultant at VANPEUX GLOBAL SYNERGY (2017-11 – 2018-11)
- Managed the advertisement of solar products across Victoria Island, Lagos Island, Ikoyi and some parts of Lagos Mainland.
- Meet with small and retail businesses and cooperation such as Tailors Association, Barbers and Hairdresser Association, Pharmacies in different zones to discuss the relevance of cutting cost by owning a solar package.
- Worked with the business intelligence team to generate feedback from users of this product and using data to know the strength and what next to embark on.
- Created own leads, canvassing, cold calling and networking.
- Online Marketing and interaction as well as sending proposals and attending corporate events to discuss the need to own a solar package
- Assist in supervision of my team (Assistant team supervisor).
