Lagos State, Nigeria
An accomplished Leader with 12+ years of experience driving customer engagement, retention, and satisfaction across global teams. Proven success in implementing data-driven Customer Success Strategies to optimize processes, enhance customer satisfaction, and drive revenue growth in travel, SaaS, and technology sectors. Expert in cross-functional collaboration, mentoring teams, and managing complex customer needs in a dynamic, fast-paced environment. Always excited to identify opportunities for business growth, deep customer engagement and designing experiential marketing initiatives.
Andela is a global Talent Marketplace that connects companies with vetted, remote technologists spanning six continents. Leading companies like GitHub, Cloudflare, Goldman Sachs and ViacomCBS trust Andela to scale their teams quickly. Andela is backed by investors, including SoftBank, Whale Rock, Generation Investment Management, Chan Zuckerberg Initiative, Spark Capital, and Google Ventures.
Managed a portfolio of SMB clients remotely, ensuring exceptional service delivery, retention, and growth. Acted as a strategic advisor, proactively identifying opportunities to optimise customer success and drive business value. Monitored key performance metrics, implemented data-driven solutions, and leveraged CRM tools such as Salesforce, Zendesk, ChurnZero, and more, to track and enhance client engagement. Led regular business reviews, provided tailored recommendations, and collaborated cross-functionally to address client needs, resulting in increased satisfaction, reduced churn, and long-term customer success.
Business Travel Management Limited (BTM) trading as CWT Nigeria. Managed key client accounts, ensuring exceptional service delivery that exceeded contractual obligations and drove a 12% increase in client satisfaction. Built strong client relationships through regular engagement, facilitating issue resolution and enhancing retention. Conducted performance analyses and provided strategic recommendations, achieving 100% client retention year-over-year. Implemented industry best practices aligned with clients’ global travel strategies to optimise program efficiency.
Business Travel Management trading as HRG Nigeria. American Express Global Business Travel (Amex GBT) acquires Hogg Robinson Group (HRG). Managed client portfolios, delivering exceptional service while driving cost-saving initiatives and revenue growth. Analysed KPIs to optimise travel programs and guided strategic decisions through monthly reports and quarterly business reviews. Ensured client contract and SLA compliance while fostering client engagement through feedback processes. Led external interactions, presentations, and trade shows to showcase business travel solutions. Managed bid documentation and responses to RFPs/RFIs while developing and overseeing the leisure and retail arm of the business.
Led the end-to-end business registration and setup of a preschool, ensuring compliance with regulatory requirements and industry standards. Managed project timelines, budgets, and stakeholder coordination to establish a fully operational learning environment. Oversaw facility setup, procurement of educational materials, and recruitment of staff to align with the school’s vision and curriculum. Developed operational policies and enrollment strategies, laying a strong foundation for sustainable growth and successful school operations.
Managed business operations and drove market expansion by setting and executing short- and long-term strategic goals. Led sales initiatives, overseeing key account growth and retention while implementing a CRM tool to enhance customer relationship management. Developed compelling client approaches and presentations, leveraging market research to stay ahead of industry trends. Fostered an inclusive business culture and supervised staff training to enhance professionalism and operational efficiency.
Served as the primary escalation point for end-to-end client issue resolution, ensuring 24/7 coverage for prompt problem-solving and customer satisfaction. Boosted team performance by 20% through workload optimisation and CRM-driven tracking to exceed SLAs. Led key commercial decisions, taking ownership of business objectives. As a line manager, enhanced team productivity by ~25% through personalised development plans, goal-setting, and regular performance reviews, driving overall efficiency and individual growth.
Developed strong interpersonal and collaboration skills while working within a dynamic, specialised team. Gained expertise in CRM tools, particularly SugarCRM, to monitor and manage SLAs, improving customer satisfaction. Oversaw end-to-end guest booking management, handling over 100 reservations, amendments, and cancellations monthly, achieving a 96% satisfaction rate and reducing booking errors by up to 12%. Enhanced guest experiences through personalised property introductions, strengthening customer loyalty.