Fabrizia Punga Imende

N

Customer Success Manager

Newswise Inc

Oct 2022 - Current (3 years 8 months)

• Optimize customer experience by leading the Net Promoter Score (NPS) Project, resulting in a significant increase in customer satisfaction. • Facilitate cross-departmental collaboration to improve new feature adoption by creating the CS Product Announcement Walkthrough Handbook. • Enhance onboarding efficiency by co-authoring a comprehensive handbook for new hire processes. • Streamline client onboarding training to increase service adoption, with a focus on product usage and functionality.

A

Head, Customer Success

AIRTEL NETWORKS

Sep 2016 - Feb 2022 (5 years 6 months)

• Partnered with the Quality Assurance team to uphold superior customer interaction and process standards. • Offered guidance and support to customer support agents, enhancing service quality. • Assessed and recorded customer support agent performance, identifying areas for enhancement and recognizing outstanding service. • Conducted orientation sessions for new agents, equipping them with necessary competencies and resolving CRM system issues to maintain data management effectiveness.

Senior Customer Support

Optiven Limited

Mar 2014 - Apr 2016 (2 years 2 months)

• Provided personalized service to a diverse client portfolio, fostering long-term relationships through enhanced client satisfaction. • Collaborated with cross-functional teams to align project goals with customer expectations, supporting successful project outcomes and customer satisfaction. • Developed customer service initiatives and established call center operations, creating standard operating procedures that improved overall efficiency and customer engagement.

M

Sales Development Representative

Micro Mobile Finance Ltd

Mar 2009 - Feb 2013 (4 years)

• Surpassed sales targets by 70%, showcasing effective customer engagement and sales closure skills. • Collaborated with management to contribute to the development of marketing strategies and pricing structures. • Delivered comprehensive sales proposals to prospective clients, streamlined order processing, and upheld precise sales reporting.

Fabrizia Punga Imende

About

Detail

Timeline

Résumé