Client Services / Project Management Executive - Bosworth Marketing Consulting - Lagos, Nigeria
(2021-06 - 2026-01)
Owned the end-to-end customer lifecycle for a portfolio of key B2B accounts across 30 states, managing onboarding, engagement, escalation, and retention for 8+ concurrent large-scale campaigns.
- Served as primary point of contact and trusted advisor for a portfolio of enterprise clients across email, phone, and in-person channels, resolving queries within agreed SLAs over 4.5 years.
- Designed and led structured onboarding programmes for new B2B accounts, reducing time-to-value through streamlined orientation and documentation.
- Directed escalation management for complex client complaints and service failures, running root-cause analysis and implementing corrective actions that improved complaint-to-resolution turnaround.
- Administered CRM systems to maintain a real-time, audit-ready record of every client interaction across the account portfolio.
- Built account-health monitoring and retention processes to flag at-risk clients early, protecting long-term relationships and recurring revenue.
- Coordinated cross-functional delivery with operations, logistics, and finance teams across 8+ concurrent, multi-location campaigns, aligning stakeholders on requirements and maintaining consistent service delivery.
- Produced weekly and monthly performance dashboards in Advanced Excel, translating account and Voice-of-Customer data into insights used for service and process improvement.
- Managed payment tracking and compliance documentation across 8+ campaigns spanning 30 states, upholding confidentiality and data-governance standards.
Customer Collections & Client Services Representative - Soko Lending - Lagos, Nigeria
(2021-01 - 2021-06)
Supported account operations in a regulated fintech lending environment, managing sensitive portfolios, escalations, and compliance-driven documentation.
- Negotiated structured repayment plans with customers to resolve outstanding payment issues, improving account health within a KPI-driven, target-oriented environment.
- Documented every customer interaction and account status update in CRM tools, maintaining an audit-ready trail in line with financial-services compliance standards.
- Partnered with the finance team to reconcile payment records and resolve billing discrepancies, reducing account friction.
- Managed high daily contact volumes across calls and digital channels, resolving disputes through active listening and collaborative problem-solving.
Customer Engagement & Stakeholder Coordinator (NYSC) - Labmash Model College - Lagos, Nigeria
(2019-01 - 2020-12)
- Coordinated daily multi-stakeholder communications for a school community of parents, students, and management, serving as primary point of contact for queries and escalations.
- Maintained comprehensive administrative records and documentation systems with strong attention to detail and accuracy.
Customer Service & Marketing Associate - AY Super Mart - Lagos, Nigeria
(2019-01 - 2019-06)
- Guided customers through the full service journey — enquiry, recommendation, purchase, and post-sale follow-up — contributing to improved retention.
- Executed targeted email marketing campaigns and generated weekly sales and engagement reports for management.
