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Work Background
Three UKCustomer Success Executive
Sep. 2023Glasgow, Scotland, United Kingdom- Spearheading customer relationships, driving a 20% increase in customer retention and loyalty across the business base. - Advocating for customer needs internally, resulting in a 15% improvement in cross-functional collaboration effectiveness. - Cultivating strategic relationships with key customers, aligning business goals that has led to a 25% increase in contract renewal rates. - Streamlining acquisition processes, reducing onboarding time by 30% and enhancing customer satisfaction. - Achieving monthly targets, exceeding business expectations across commercial and experiential metrics by 10%. - Enhancing customer communication protocols, resulting in a 15% increase in customer satisfaction and NPS scores.
SANTANDER BANKCustomer Experience Specialist
May. 2022 - Sep. 2023Glasgow, Scotland, United Kingdom- Developed and implemented communication strategies that increased internal alignment by 20% and external engagement by 25%. - Managed communications effectively, resulting in a 15% reduction in response time and improved customer satisfaction. - Identified customer needs proactively, contributing to a 10% increase in customer feedback implementation. - Ensured data accuracy through rigorous checks, reducing errors by 30% and improving operational efficiency.
Nigerian Civil Aviation AuthoritySenior Customer Experience Officer
Oct. 2014 - Dec. 2021Lagos, Nigeria- Executed communication strategies that raised public awareness by 30% and improved stakeholder engagement. - Mediated disputes effectively, achieving a 25% resolution rate and enhancing service provider-customer relations. - Guided service providers in implementing customer service units, resulting in a 20% increase in service quality metrics compliance. - Analyzed data insights to optimize communications, improving project efficiency by 15% and stakeholder satisfaction.
MTN NigeriaCustomer Service Representative
Sep. 2011 - Jul. 2013Lagos, Nigeria- Provided efficient customer support, achieving a 20% reduction in resolution time and enhancing customer satisfaction. - Managed complex queries, resolving 95% of issues on first contact and improving customer retention by 15%. - Identified opportunities for process improvement, leading to a 10% increase in team efficiency and service quality.
Stanbic IBTCCustomer Service Advisor
Dec. 2009 - Sep. 2010Nigeria- Delivered exemplary customer service, resulting in a 25% increase in customer satisfaction scores and retention rates. - Proactively addressed customer feedback, leading to a 15% reduction in customer complaints and improved product development. - Collaborated with cross-functional teams to enhance service offerings, contributing to a 20% increase in product adoption rates.
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