Oluwafemi Akinnagbe

Corporate Retention Specialist

Reliance Health

Nov 2024 - Current (1 year 8 months)

• Manage a diverse portfolio of corporate client accounts while spearheading corporate retention initiatives by overseeing the onboarding process for corporate clients, enrollees, and providers, ensuring seamless integration and satisfaction. • Monitor post-onboarding support, facilitating invoicing and payment processes while overseeing renewal activities to maintain continuous service. • Achieve significant retention goals through the enhancement of Net Revenue Retention (NRR), premium collection efforts, and consistently high Net Promoter Scores (NPS). • Analyze and optimize medical expense ratios to improve operational efficiency and client satisfaction. • Maintain up-to-date customer relationship management (CRM) systems for accur

S

Client Laison Officer

SUPERHOST MANAGEMENT SERVICES,

Jun 2024 - Dec 2024 (7 months)

• Acts as the main point of contact for clients, ensuring clear communication and addressing their needs promptly for Superhost Management Services in Atlanta, GA. • Manages client relationships, resolves issues coordinates services, and ensures high levels of satisfaction and retention. • Oversee property management operations, ensuring clients' properties are well maintained, and services are delivered as expected. • Collaborates with the operations team to ensure seamless guest experiences, timely responses to inquiries, and effective problem-solving. • Provides regular updates and reports to clients on the status of their properties, bookings, and performance, fostering trust and transparency.

C

Customer Support Specialist

CM FINTECH

Jan 2024 - Nov 2024 (11 months)

• Provide top-tier customer support by promptly addressing inquiries, resolving issues, and ensuring seamless service for CM Fintech Nigeria users. • Assist customers with navigating trading platforms, explaining account management, trade execution, and transaction processes to optimize their experience. • Troubleshoot and escalate technical issues, collaborating with IT and product teams to ensure minimal downtime and efficient trade flow. • Track and document customer interactions and feedback in the CRM system, ensuring accurate case resolution and follow-up on open trades. • Offer valuable insights to enhance support strategies, driving improved customer satisfaction and optimizing platform performance.

J

Customer Retention Manager

JIJI.NG (THE ONLINE MARKETPLACE)

Jan 2020 - Jan 2024 (4 years 1 month)

• Managed a portfolio of key accounts, generating N90m in annual sales and consistently exceeding sales targets by 20% each month. • Used expert product knowledge to negotiate with customers and identify new opportunities, educating clients on competitive pricing and helping them compare services. • Identified upsell and cross-sell opportunities within key accounts by analyzing market data, leading to a 5% increase in account upgrades each month. • Onboard new hires by providing training and mentoring, reducing the onboarding duration from two weeks to one week, as recognized by HR. • Collaborated with cross-functional teams to align company goals with customer needs, achieving a 30% reduction in churn and a 20% growth in returning cus

C

CALL CENTER SALES EXECUTIVE

Nov 2019 - Jan 2020 (3 months)

• Handled 70+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer onboarding and growth • Displayed great communication prowess to effortlessly speak about the benefits of the company's premium packages over the phone clearly and concisely. • Recognized for sales performance in 2020 and promoted to retention account manager. • Identified and fulfilled the client's business objectives with frequent contact to explain sales strategies and plans and to keep them abreast of developments as they unfold. • Exercises sound judgment in issuing discounts and making exceptions to customer policies to maintain high levels of customer satisfaction and retention of clients.

E

CUSTOMER SERVICE REPRESENTATIVE

EKO ELECTRICITY DISTRIBUTION (EKEDC

Jan 2019 - Oct 2019 (10 months)

• Provided timely and effective customer support, addressing inquiries, resolving complaints, and ensuring high levels of customer satisfaction for EKO Electricity Distribution Company (EKEDC). • Assisted customers with billing inquiries, payment issues, and service interruptions, ensuring accurate information and quick resolution. • Processed service requests and escalated complex issues to appropriate departments, ensuring seamless service delivery. • Maintained detailed records of customer interactions and issues in the CRM system to ensure accurate data tracking and follow-up.

Customer Service Representative

Airtel Nigeria

Dec 2017 - Nov 2018 (1 year)

• Delivered exceptional customer service by promptly responding to inquiries, resolving issues, and ensuring customer satisfaction for Airtel Nigeria. • Managed billing and account inquiries, providing clear and accurate information to resolve payment issues and account discrepancies. • Handled service requests, troubleshooting technical problems, and escalated complex issues to the appropriate technical teams for swift resolution. • Maintained accurate records of customer interactions, feedback, and complaints, ensuring effective follow-up and issue resolution.

W

Independent Supervisor

WORLD HEALTH ORGANIZATION (W.H.O)

Mar 2017 - Nov 2017 (9 months)

• Responsible for the supervision of vaccinators in the designated ward or local government. • Handled daily reports of work schedules and activities in correspondence with W.H.O. guidelines. • Effectively managed the flow of information by providing reliable and timely data to monitor immunization progress. • Supervised fieldwork and performance and provided adequate feedback and corrective measures as necessary

Oluwafemi Akinnagbe

About

Detail

Timeline

Résumé