Ghali Sherif
Ikotun
Summary
Dynamic Director of Client Services with a proven track record in enhancing customer satisfaction through innovative engagement strategies. Expertise in data analysis and strategic planning drives impactful service delivery improvements.
Overview
9
9
years of professional experience
Work History
Director of Client Services
MTN Nigeria
Lagos
11.2023 - 06.2025
- Developed client engagement strategies that increased customer satisfaction and loyalty.
- Analyzed customer survey data to pinpoint service delivery enhancements.
- Established departmental goals aligned with organizational objectives.
- Monitored project progress and provided insights to senior management for informed decision-making.
- Conducted market research identifying trends that shaped telecommunications services.
Customer Success Manager
MTN Nigeria
Ibadan
03.2020 - 02.2023
- Streamlined customer onboarding processes to facilitate smooth product adoption.
- Developed customer feedback systems that enhanced service delivery practices.
- Analyzed customer data to identify issues and uncover opportunities for improvement.
- Performed in-depth analysis of customer data, highlighting trends and areas for enhancement.
Customer Service Manager
MTN Nigeria
Ibadan
08.2018 - 03.2020
- Resolved customer inquiries and issues efficiently to enhance satisfaction ratings.
- Trained staff on best practices for customer service and company policies.
- Demonstrated strong communication skills while addressing product and consumer complaints.
- Maintained up-to-date knowledge of products and services to expedite issue resolution.
- Responded to phone and online service requests within designated turnaround time.
Customer Service Representative
MTN Nigeria
Ibadan
07.2016 - 04.2018
- Assisted customers with inquiries, providing accurate product information to facilitate informed purchasing decisions.
- Answered inquiries regarding products and services with precision.
- Resolved customer complaints using effective problem-solving techniques, enhancing customer satisfaction.
- Educated customers on new products and promotions to enhance awareness.
- Built strong customer relationships, fostering loyalty and encouraging repeat business.
Education
Bachelor of Arts - History And Archeology
Ahmadu Bello University
Kaduna State Zaria07-2015
Skills
- Client engagement
- Customer relationship management
- Service delivery optimization
- Service delivery
- Market research
- Customer feedback analysis
- Data analysis
- Project management
- Staff training
Timeline
Director of Client Services
MTN Nigeria
11.2023 - 06.2025
Customer Success Manager
MTN Nigeria
03.2020 - 02.2023
Customer Service Manager
MTN Nigeria
08.2018 - 03.2020
Customer Service Representative
MTN Nigeria
07.2016 - 04.2018
Bachelor of Arts - History And Archeology
Ahmadu Bello University