M
Miracle Akinlosotu
About
Detail
Customer Success Manager
Nigeria
Résumé
Jobs
verified_user
0% verified
Customer Success SpecialistReliance HealthAug 2021 - Oct 2023 (2 years 3 months)• Achieved a 92% average customer satisfaction rating to date, 7% higher than the company's average. • Acted as the primary point of contact for customer inquiries, concerns, and escalations, ensuring not only effective issue resolution but also swift response times to uphold a high level of customer satisfaction. • Consistently exceeded expectations in performance appraisals, with an average score of 90% . • Demonstrated a track record of exceptional customer retention, maintaining a retention rate of over 15% through proactive relationship management and issue resolution. • Worked closely with cross-functional teams, including Sales, Marketing, and Product to relay user feedback, preferences, and recommendations in a bid to facilitate- SCustomer Success SpecialistSHOPNIG MALLFeb 2019 - Oct 2019 (9 months)• Grew existing customer base by 17% in 6 months through exceptional customer service to both retailers and wholesalers. • Maintained brilliant knowledge of about 60 products for accurate information delivery and faster inquiry resolution. • Collaborated with other teams to resolve customer issues and complaints in a timely and effective manner • Implemented a knowledge management system, which improved the efficiency of the support team and reduced the number of escalations • Contributed to the development of customer success strategies and best practices
- SCustomer Success AssociateSHOPNIG MALLApr 2016 - Jun 2018 (2 years 3 months)• Handled a daily average of 50 customer inquiries, requests and concerns at 90% resolution time and 85- 90% monthly customer satisfaction rates. • Reduced customer churn by 25% by offering consistent, proactive assistance throughout the customer journey. • Provided accurate daily, weekly and monthly reports listing sales figures and client records. • Identified and escalated customer service issues to the appropriate department or manager. • Responded to customer inquiries and complaints via phone, email, and live chat.
Education
verified_user
0% verified
- Soft Skills Training CertificationJobberman NigeriaAug 2021 - Current (4 years 11 months)
- B. Sc (Ed) BiologyObafemi Awolowo UniversitySep 2014 - Nov 2018 (4 years 3 months)