Ajoke Agnes Yusuf

• Led market development and sales efforts for Eden Life, identifying new opportunities, converting prospects, and managing a pipeline of over 100 corporate customers.
• Allocated accounts to various team members through the CRM, and ensured the management of all sales and partnership opportunities.
• Ensured effective account management and compliance with all the company's quality processes and regulations.
• Supervised customer support operations to ensure the timely resolution of customer issues.
• Developed and executed sales strategies to meet revenue targets.
• Collaborated with the Marketing and Product teams to create effective sales and customer experience campaigns.
• Analyzed customer data to improve trends and opportunities, and to improve customer experience and sales outcomes.
• Accelerated sales growth through upselling, cross-selling, and new customer acquisition, and consistently met and exceeded all sales and customer experience KPIs.

• Developed and implemented a Laudable Sales Strategy that aligned with the company's overall goals and objectives, thus raking in $10 million for the company in annual revenue.
• Led and managed the sales team, providing needed guidance, coaching, and mentorship to ensure the team's success.
• Built and maintained strong relationships with key customers and partners, which translated into millions of revenue ($).
• Closely worked with other departments to ensure alignment of sales strategy with overall business objectives.
• Monitored and managed sales budgets and expenses, analyzed sales data, and provided regular reports to senior management.
• Created comprehensive action plans and reports to support approved strategies for enterprise business sales.

Key Achievement

• Generated $10 million for the company within a year as the Head of Sales.

• Served as the company's spokesperson and primary point of contact for media inquiries,
• Developed and oversaw the development of all communication materials, including press releases, social media content and website copy.
• Developed and managed relationships with key media outlets and reporters.
• Ensured consistency of messaging across all communication channels and effectively resolved all issues that arose, amicably.

Key Achievements

• Kick-started an offline sales initiative which increased the company's revenue by over 1000%.
• Exceeded the set monthly targets of 10 million naira, as customers performed more than 100 million naira worth of transactions.

• Developed and implemented a comprehensive business development plan to achieve sales targets and increase market share.
• Developed and maintained relationships with key stakeholders, in both the private and public sectors.
• Effectively collaborated with cross-functional teams to develop and implement marketing strategies and campaigns.
• Prepared and presented sales proposals, negotiated contracts, and closed deals.
• Tracked and reported on sales metrics, including revenue, pipeline, and conversion rates, while staying up-to-date on industry trends and best practices to identify new opportunities for growth.
• Represented the company at industry events, conferences, and trade shows.

Key Achievements

• Successfully managed the newly opened office as a Regional Manager and effectively co-ordinated the Northern team (including Kaduna, Nasarawa, Abuja, and others).
• Grew partnerships by over 50%.
  

• Built the customer success team from scratch.
• Managed and oversaw the customer success team, and provided leadership, coaching, and training support as needed.
• Developed and implemented customer care policies and procedures, thus ensuring consistency and quality of service.
• Handled customer escalations and resolved complex issues thus ensuring customer satisfaction.
• Monitored and analyzed customer care metrics to identify areas for improvement, and developed strategies to enhance the customer experience.
• Collaborated with other departments to ensure the incorporation of customer feedback into the station's initiatives.

Key Achievements

• Successfully set up the organization's Call Center from scratch.
• Pioneered and managed the establishment of the TraderMoni (a Federal Government of Nigeria Assisted Project) Call Center at the Bank of Industry.

• Ran debt-recovery for people on the post-paid service plans.
• Identified and acquired customers to test new products and subscribe to services.
• Reached out to churned customers to resolve any pending issues.
• Resuscitated inactive customers and conversations and customers.
• Developed sales and retention targets, and monitored progress towards achieving them.
• Analyzed Customer Feedback and Identified areas for improvement in the telesales and retention operations.

Key Achievements

• Recovered 80% of the debts owed by debtors.
• Won back 70% of customers who had previously churned.
• Successfully trained and onboarded over 100 customer success professionals, as a member of the Customer Engagement and Training sub-teams.

• Engaged customers to ensure their satisfaction with the services delivered.
• Provided specialized first level support to customers and services, and created genuine rapport with them.
• Answered incoming customer inquiries in a professional manner.
• Addressed customer complaints and escalated issues to the appropriate units.
• Maintained accurate customer records and updated customer information as required.
• Educated customers about company products, services, and policies.
• Met and exceeded performance metrics such as call quality, customer satisfaction ratings, and others.

Key Achievements

• Was a part of the winning initiative - Next Best Action, created to upsell to certain services to customers.
• Emerged as the best inbound staff for two years.
• Promoted to the Loyalty and Retention team.

• Answered incoming calls and attended to all customer inquiries and complaints.
• Provided customers with information on the bank's funds transfer services, fees, and rates.
• Assisted customers in completing funds transfer transactions, and ensured that all required information were accurate and complete.
• Worked closely with other units within the bank to resolve any customer issues, and escalated where required.
• Kept accurate records of customer interactions and transactions.