Lagos, Lagos State, Nigeria
As an Operations and Support Analyst at MAX, I have over four years of experience in enhancing customer experience and retention using data analytics and process improvement. I am passionate about implementing and launching new projects that translate business requirements into technical solutions and drive revenue growth. I lead a team of analysts who gather qualitative retention data, build clients network and committees, serve as ambassador, and ensure a welcoming onboarding process for new clients. I also contribute to the conversion of potential customers into loyal ones by using CRM and other modern technologies. I am a creative, critical, and collaborative thinker who values quality, learning, and customer rentation.
Recently appointed to lead the Customer Experience function, overseeing service delivery and experience management across multiple customer touchpoints. Managing a cross-functional team responsible for handling customer interactions via calls, Emails, walk-ins, and other forms of escalation Coordinating support for a large network of Champions. Implementing service standards and performance benchmarks to drive customer satisfaction and operational consistency Working closely with internal teams to ensure swift resolution of complaints and continuous process improvements Currently focused on stabilizing operations, aligning the team to CX goals, and laying the groundwork for scalable, data-informed service delivery.
-Oversee the delivery of exceptional customer service across all channels (phone, email, chat, etc.). -Develop and Implementation of new customer service initiatives. -Escalate complex issues and work with relevant teams to resolve them. -Monitor and optimize team performance metrics. -Analyze customer feedback and identify opportunities for improvement. -Represent the team in cross-functional projects and meetings. -Presentation of data and report to necessary quarters, teams, and management
Increasing Champion retention: Gathering qualitative retention data by conducting and analyzing champion surveys and/or stay interviews. Building champion network and committees that will help build an ever-growing community amongst champions. Serving as a champion ambassador to collate information from champions and provide feedback to management on issues that can be resolved to increase retention. E.g. Payment, remittance discrepancy issues must be properly escalated and solved. Ensuring that the champion onboarding process is very welcoming and pleasant for all new hired champions. Continuously determine ways to increase the champion retention in the organization. Implementing recognition and appreciation programs across the organization
Tutored student morally and academically. Official School Photographer. Handled Leadership and Mentor-ship programs
I was in charge of delivering quality service to customers. Addressed issues and ensured good customer service care.