Client Operations Manager

• Jul 2023 - Present

Managing a team of 5 professionals in the management of client operations and strategic partnerships.Overseeing the entire client lifecycle, ensuring smooth onboarding, seamless integration, and fast issue resolution.Efficiently managing cross-functional team communication to develop and implement strategies that enhance customer satisfaction and drive revenue growth.Fostering strong relationships with key clients and partners, understanding their needs and aligning company offerings accordingly.Developing and executing operational plans, workflow automation, and performance metrics to achieve operational excellence.Regularly analysing data to accurately measure performance, identify trends, and make data-driven decisions for continuous improvement. Show less

Customer Retention Analyst

• Apr 2022 - Jul 2023

- Developed retention strategies that helped to reduce customers drop off and incresse engagement.- Analysed customer activities by getting the month on month customer data and using Power BI for stakeholder presentation.- Investigated alongside Product Manager why there was a dropoff/increment in customer activities using Moesif and amplitude tools.- Collated feedbacks and proffered solutions to customer compliant via Slack, Hubspot and Intercom.- Analyzed APIs calls month on month and tracked customers performance weekly to ensure satisfaction. Show less

Customer Retention Specialist

• Aug 2021 - Apr 2022

Customer Service Representative

• Jun 2022 - Jan 2023

-Handled inbound and outbound mail to all Nigerian Clients of Outpost Healthcare. -Created and sent out weekly mail for patient engagement to all Nigerian Patients on Outpost Healthcare. -Attended to escalated all technical issues or challenges faced by both patient and doctors on the Outpost Healthcare platform. -Handled Provider onboarding and approval for all providers on the Outpost Healthcare platform. -Handled patient communication via Freshworks. - In charge of the official telephone number an whatsapp communication line. Show less

Team Lead, Customer Success

• Jan 2021 - Aug 2021

- Enlightened and Educated new and existing partner pharmacies about our product offering and its usage- Monitored customer complaints and ensured that they were resolved in a timely and professional way.- Led a team of Customer support that improved ways to maintain and retain clients with efficient service delivery. - Resolved and reported all customer feedback by collating it for the engineering, product team and stakeholders.- Reported analytics as regards customer growth, retention for all products month on month.- Increased customer retention by 9% for the first 3 months by developing an escalate list and priority list of customer compliant- Collated customer feedbacks and survey for analysis that was used by the product and engineering team in improving our products Show less

Customer Success Executive

• May 2020 - Jan 2021

Customer Support Representative

• Aug 2019 - Jan 2020

- Maintained professional cordial relationship with customers by ensuring that their needs were attended to. - Handled inquiries and complaint by proffering viable solution to the customers - Responsible for outbound and inbound calls from new and existing customers while maintaining the country communication guidelines and standards - Worked with product team and user research in conducting user research which consisted of feedback on features and product. - Compiled customers feedback for product usage for the team which led to improvement in product features and usage by 4.3% Show less

Client Services

• Oct 2018 - Jul 2019

Client service officer Client service officer

Intern

• Jan 2018 - Apr 2018