Ifunanya Okolie, ACIM
Lead, Customer Relationship Manager at First World Communities Ltd- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Native or bilingual proficiency
Topline Score
Bio
Funmilayo Oshunwusi
Ifu’s doggedness in seeing a matter to conclusion, her ability to engage ball stakeholders in ensuring resolution of a matter is highly instrumental to progress achieved in her team. Ifu’s work ethics is top notch and prompts others on her team or those who have to work with her to step up on their duties. Ifu never leaves you in doubt of her expertise in her field, she always makes great contributions to issues and proffers tenable solutions at all times. She is always a great addition to any team she's on. She's one of the people I enjoyed working with the most.
Funmilayo Oshunwusi
Ifu’s doggedness in seeing a matter to conclusion, her ability to engage ball stakeholders in ensuring resolution of a matter is highly instrumental to progress achieved in her team. Ifu’s work ethics is top notch and prompts others on her team or those who have to work with her to step up on their duties. Ifu never leaves you in doubt of her expertise in her field, she always makes great contributions to issues and proffers tenable solutions at all times. She is always a great addition to any team she's on. She's one of the people I enjoyed working with the most.
Funmilayo Oshunwusi
Ifu’s doggedness in seeing a matter to conclusion, her ability to engage ball stakeholders in ensuring resolution of a matter is highly instrumental to progress achieved in her team. Ifu’s work ethics is top notch and prompts others on her team or those who have to work with her to step up on their duties. Ifu never leaves you in doubt of her expertise in her field, she always makes great contributions to issues and proffers tenable solutions at all times. She is always a great addition to any team she's on. She's one of the people I enjoyed working with the most.
Funmilayo Oshunwusi
Ifu’s doggedness in seeing a matter to conclusion, her ability to engage ball stakeholders in ensuring resolution of a matter is highly instrumental to progress achieved in her team. Ifu’s work ethics is top notch and prompts others on her team or those who have to work with her to step up on their duties. Ifu never leaves you in doubt of her expertise in her field, she always makes great contributions to issues and proffers tenable solutions at all times. She is always a great addition to any team she's on. She's one of the people I enjoyed working with the most.
Credentials
-
Digital Optimisation
CIM | The Chartered Institute of MarketingMar, 2022- Nov, 2024 -
The Digital Customer Experience
CIM | The Chartered Institute of MarketingMar, 2022- Nov, 2024 -
CIM ACIM Member
CIM | The Chartered Institute of MarketingNov, 2021- Nov, 2024 -
Data Analytics Foundation
Haptics NigeriaMay, 2021- Nov, 2024 -
Customer Service Foundations
LinkedInSep, 2020- Nov, 2024 -
Level 6 Award in Marketing & Digital Strategy
CIM | The Chartered Institute of MarketingApr, 2020- Nov, 2024 -
High Impact Organisation Effectiveness Training
Doheney Services LtdNov, 2018- Nov, 2024 -
Product Management Bootcamp
TrefordMar, 2022- Nov, 2024
Experience
-
First World Communities Ltd
-
Nigeria
-
Real Estate
-
1 - 100 Employee
-
Lead, Customer Relationship Manager
-
Oct 2021 - Present
I am responsible for designing and driving delightful experiences for our customers, reducing friction in the customer journey. I also liaise with the marketing and sales teams to improve customer engagement.Wins:- Set up a structure to track and resolve complaints resulting in a 80% resolution rate per day.- Facilitated the onboarding process for new clients, ensuring a smooth transition and successful implementation of our products and services. - Created customer journey maps to define processes for onboarding customers and post- purchase experience to ensure a smooth customer experience for each client.- Championed the accurate digitization of customer information and records of over 1000 customers.- I profiled each customer, using their qualitative and quantitative feedback, and collaborated with the marketing team to help them develop marketable products.- Developed strategies and initiatives to enhance client retention and promote long-term loyalty.- Set up a Customer Recovery structure to reach out to customers who were unsatisfied with our brand and service. This improved our repeat customer rate by 50%.- Coached and supported team members by providing training and assistance to help them improve their skills and knowledge in customer service, relations and support.- Established the Customer Support team to ensure that the necessary framework is in place for the unit's successful launch and day-to-day operation. Show less
-
-
Customer Success and Retention Analyst
-
Oct 2020 - Oct 2021
I was responsible for investigating and evaluating customer complaints, with focus on improving resolution time. I was also responsible for gathering and managing customer feedback using well-designed surveys and touchpoints from customer behavior studies.Win:- Improved time-to-resolution for customer complaints by 90% across all channels.
-
-
-
Imperial Homes Mortgage Bank Limited
-
Nigeria
-
Banking
-
1 - 100 Employee
-
Customer Success Executive
-
Jan 2020 - Oct 2020
I was responsible for managing customer experience across physical and digital channels. I also built and improved the company’s relationship with customers by making sure their complaints and enquiries were attended to promptly.Wins:- Encouraged technology adoption and digitized processes to improve customer engagement.- Engendered the development of the self-service Internet banking platform with the IT team to reduce customer effort.- Conducted training sessions and provided resources to educate clients on product features. Guided clients in maximizing the value and benefits they can derive from our product offerings.- Setting up a structure to receive enquiries and track complaints resulting in a much more efficient & trackable complaints resolution process. Show less
-
-
Account Manager
-
Feb 2018 - Dec 2019
I was part of a three-person team that was in charge of developing and managing connections with high net worth individuals by learning about their needs, objectives, and difficulties and making sure that my team offered them personalized support and guidance.Wins:- Consistently met our target to generate funds by bringing in over N300,000,000 ($407,262) monthly.
-
-
Education
-
2020 - 2021
CIM | The Chartered Institute of Marketing
Diploma, Professional Marketing and Digital Strategy -
2011 - 2015
University of Lagos
Bachelor's degree, Economics -
2004 - 2010
Grace High School
SSCE
Community
