Experience

PerchPeek

• United Kingdom
• Human Resources Services
• 1 - 100 Employee

• Customer Success Associate

  • May 2022 - Present

  With offices in 47 nations, PerchPeek offers personalized, tech-driven, end-to-end relocation solutions. Severed as a trusted advisor for customers; Partnered with customers to establish success metrics and provide them with detailed success plans designed to achieve their relocation goals while managing their expectations. Drove adoption of PerchPeek solutions by monitoring product usage to identify risks, conducting regular check-ins with customers to provide proactive support, and ensuring that every PerchPeek functionality and service was used to maximize customer satisfaction. Fostered relationships with decision-makers and stakeholders to uncover business needs, cross-selling, and upselling opportunities. Partnered with the sales team to specify project deliverables and customers' ongoing service packages, and spearheaded daily cross-functional cooperation with the rest of the internal teams (engineering, products teams, etc.) to foster innovation and provide elite experience. Show less



Jumia Nigeria

• Nigeria
• Retail
• 700 & Above Employee

• • Nov 2021 - May 2022

  Jumia is Africa's leading e-commerce and food delivery platform and Nigeria is its major market.I supervised a group of over 120 sales associates and taught them the e-commerce MEDDIC and BANT sales process to maximize sales prospects and create a sales pipeline.Regularly analyzed sales data, using insight to improve team performance and provide management with optimization insight.Monitored customers' orders to spot trends, develop an understanding of customers’ pain points, and used insights to implement sales strategies that improved customers’ touchpoints and increased retention by 25%.Improved NPS and customer satisfaction scores by 45% by streamlining customer onboarding and sales process to promote customer loyalty and ensure a high level of customer service.Assigned duties to high-potential team members to foster a learning and growth culture.Supported internal team members by sharing best practices and contributing to the achievement of team goals. Show less

• • Jun 2020 - Oct 2021

  As a major point of contact for B2B and B2C customers, I processed their needs accurately and identified opportunities for upselling and cross-selling to drive revenue generation. Managed inbound leads and employed outbound prospecting techniques to analyze a minimum of 150–200 sales spreadsheet data daily and generate sales.Established good relations with retail partners and managed a portfolio of over 80 B2B accounts, averaging 10% revenue growth in each.Delivered an exceptional client sales experience by utilizing excellent communication skills, product knowledge, and customized sales scripts centered on customer needs to develop rapport and exceeded sales targets by at least 30%.Received personal recognition from the CEO and COO and the award of the best sales associate in 2021.Collaborated with internal teams such as Customer Support, Marketing, Delivery, vendor, and Product teams, to develop technical and strategic plans that ensured SLA, and boost sales and customer values while also feeding customer input back into the company.Solved sales-related escalated Salesforce tickets to improve positive customer experience and satisfaction while meeting or exceeding sales targets. Show less

• • Apr 2019 - Jun 2020

  Received a raving star award, achieving a minimum of 95% positive CSAT scores in weekly customer surveys by monitoring customer feedback and driving customer success at all levels of the customer journey.Managed customer communication, handled 80+ inbound calls daily to address customers’ inquiries and issues, and resolved 25 support tickets per hour via email and chat.Facilitated prompt resolution of customer issues within 24 hours, prioritized at-risk cases to avoid escalation, and partnered with internal teams to ensure the best customer experience.Utilized Salesforce CRM to manage customer relationships, track leads, record the content of conversations with customers, and propose actions to provide clear audit trails.Worked in compliance with the company’s standard practice following brands requirement and stayed updated about different products, special offers, and new processes on the company website. Show less



OneTv Nigeria

• Owerri Municipal, Imo State, Nigeria

• Digital Content Manager

  • Aug 2017 - Apr 2019

  One TV offers customized solutions for Internet broadcasting and digital marketing strategy. I led a team of five people to create 10 pieces of content daily across multiple digital platforms while managing 20+ clients. This achieved an average of 20% increase in views and a 10% increase in engagement for each client in three months. Built sustainable relationships with clients through frequent communications and expectation management. Analyzed content performance to inform future strategy and offer optimized recommendations to clients. Designed and executed marketing campaigns using SEM best practices that drove awareness, reduced cost per acquisition {CPC} by 10%, and boosted conversion rates by 25% within four months. Leveraged AB testing to increase click-through rate {CTR} and evaluate the effectiveness of different approaches when creating an online copy. Show less



AIESEC

• Canada
• Non-profit Organizations
• 700 & Above Employee

• Language Instructor/ Volunteer

  • May 2015 - Nov 2015

  Taught 15-30 French students basic English language lessons. Daily, translate five to ten simple French lessons into English, and design exercises to assist the students put the learning into practice. Analyzed and present a record of each child’s performance growth. Taught 15-30 French students basic English language lessons. Daily, translate five to ten simple French lessons into English, and design exercises to assist the students put the learning into practice. Analyzed and present a record of each child’s performance growth.