Overview

A highly motivated customer success professional with 6 years of work experience. I was a member of a team that launched and grew an online startup where I had the opportunity to strengthen skills in areas such as telemarketing, customer insights, and retention. I have an interest in helping companies achieve a high level of customer satisfaction and retention; With a demonstrated history of working in the real estate and Information Technology industry.

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Portfolio
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Employment History
  • Customer Success Manager | TalentBase Nigeria June, 2018 - Present Responsible for developing customer relationships that promote retention and loyalty, using various engagement and retention strategy Working closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. As a part of a technical company, specifically software. I provide technical support to customers with the goal to keep customers satisfied with the products. Supervising staff and Team mates
  • Head Of Customer Relations Management | Jumia Group (House) August, 2016 - June, 2018 Liaised with the sales department to ensure that services are rendered satisfactorily and meet customer's expectations Lead team that collected on average 130,000 Naira monthly by networking within communities to find and attract new business. Mentored and trained team members to ensure all were equipped with product knowledge and capable of performing assigned duties. Developed customer service processes to reduce team from six to three people effectively. Formulated and implemented strategies
  • Customer Relation Officer | Lamudi Nigeria February, 2014 - August, 2016 -On-boarded 152 top real estate agents in Lagos. -Reduced expired accounts in the region I managed from 73% to 33% over a period of 6 months. -Investigated problems and proffered solutions to customers -Signed up agents with 20,000 listings in 3 months with the help of 3 other teammates, increasing the number of listings on the website by 60% making the website the largest property listing portal in Nigeria. -Reduced the rate of signed agents without live listings on the website.
  • Graduate Trainee | Genesis Group Nigeria September, 2013 - January, 2014 -Increased daily cash drawer sales to over 250,000 Naira, through building long-term customer relationships and assisting customers. -Assisted in improving the level of customers service by implementing new customer service policies. -Maintained accurate balance of cash drawer and receipts, promoted weekly deals, coupons and Loyalty card programs -Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Education
  • Bachelor Of Science - Economics | Madonna University Nigeria 2008 - 2011 Researched and wrote a thesis on the Topic Entrepreneurship as a way of reducing unemployment in Nigeria.
  • Master In Public Administration | University Of Lagos, Akoka- Lagos 2017 - 2019 Carried out research work on the Motivation and employee performance: A case study of Jumia Nigeria, This research work sort to ascertain if there actually is a relationship between motivation and employee performance.
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