Gbemisola Dorcas Lawal

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Administrative Assistant

PamiTadz Nig Ltd

Jan 2024 - Oct 2024 (10 months)

• Successfully managed administrative operations for over 50+ active construction projects, ensuring flawless coordination between procurement, logistics, and client-facing teams further enhancing team collaboration. • Efficiently processed and tracked over 2,000 material supply requests, maintaining accurate records that improved inventory oversight and reduced project delays by 25% in a quarter. • Transformed internal communication channels by implementing standardized processes, resulting in a remarkable 70% (vs. 50% goal) improvement in response times across teams. • Forged 8 new relationships and collaborations with suppliers and vendors monthly to negotiate favorable terms, securing cost-effective solutions for high-quality con

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Customer Service

Bingreach Digital

May 2022 - Dec 2022 (8 months)

• Managed a book of over 100 client accounts from SMB to Enterprise representing N20 million in ARR (Annual Recurring Revenue); owned the customer journey from post-sales through renewals. • Provided white glove service to Enterprise clients such as website management, social media campaigns, and content creation. • Developed step-by-step guides and personalized walkthroughs to simplify client onboarding and ensure a seamless transition into service usage. This reduced client inquiries by 30%. • Acted as a liaison between clients and internal teams, facilitating prompt resolution of website and campaign-related issues, improving turnaround times by 30%. • Monitored over 100 client feedback channels and conducted satisfaction su

I

Customer Success Team Lead

IrokoTv Partners

Apr 2018 - Dec 2021 (3 years 9 months)

• Spearheaded the development of customer success plans for a team of 40, which led to a remarkable 50% reduction in churn rate and also achieved over 70% client retention. • Grew new quarterly revenue for the team by 25% by conducting weekly internal training, improving communication skills through scripting, enhancing customer service, and upselling when needed. • Onboarded and trained 40+ new staff every quarter, equipping them with essential product knowledge, best practices for handling inbound and outbound calls, and effective CMS software usage to streamline workflows. This enhanced customer engagement, improved retention rates, and boosted ROI monthly by N2 million. • Taking a proactive approach, I led half of the team int

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Customer Success

IrokoTv Partners

Jan 2018 - Mar 2018 (3 months)

• Reached out to over 250 churn leads daily, managing over 200 new clients monthly, representing over 1 million nairaN1 million in revenue; Also created a seamless transition and promoted long-term retention. • Managed and resolved over 100 pending client transaction accounts each month, overseeing N500,000 in monthly recurring revenue. • Educated clients on the latest improvements and updates on entertainment to improve client buy-in and self-efficacy leading to successful outcomes of client satisfaction. • Worked closely with the technical team to ensure successful customer complaint outcomes and also conducted regular satisfaction surveys and achieved over 50% (vs. 20% goal) monthly retention based on feedback and open communicati

Gbemisola Dorcas Lawal

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