HANNAH AYOMIDE AFOLABI
Customer Experience Manage
Lagos
Summary
I am a resourceful Customer-focused professional with over 5 years of experience supporting customers, coordinating operations, managing administrative tasks, and delivering high-quality written communication. Highly skilled in remote work environments, with a strong ability to communicate clearly, and collaborate across teams. Experienced in customer experience management, operations coordination, virtual assistance, project support, and writing/editing.
Overview
5
5
years of professional experience
Work History
Regional coordinator – Island
FiberOne Broadband Limited
02.2025 - Current
- Coordinate with technical, network, and field teams to track faults, outages, and installations.
- Track local support backlogs and ensure they are addressed promptly to prevent escalation.
- Trained and mentored customer service agents & supervisors in improving service delivery standards and overall team performance.
- Maintain accurate records of customer issues, resolutions, downtime, and lost days.
- Prepare and submit regular reports on service performance, outages, and customer trends.
- Use analytics to identify recurring issues and recommend preventive actions.
- Support negotiations and communication relating to access.
- Ensure service interactions and external communication meet company quality and CX standards.
- Provide feedback to internal teams based on customer insights and field observations.
- Recommend process improvements to enhance customer satisfaction and operational efficiency.
Regional Lead – Mainland CRM & Retention CX
FiberOne Broadband Limited
02.2024 - 02.2025
- Oversee CRM operations for mainland region, developing and implementing customer retention strategies across all sectors.
- Lead a team of CRM professionals, ensuring they meet performance targets while delivering exceptional customer service.
- Analyze customer feedback and behaviors to develop actionable insights and optimize retention strategies.
- Compile reports on customer interactions, customer satisfaction insights, retention rates, and feedback to senior management for decision-making.
Supervisor Customer Relationship Management
FiberOne Broadband Limited
11.2022 - 02.2024
- Overseeing a team of customer representatives responsible for serving estates and enterprise clients, providing guidance, support, and training.
- Developing and implementing customer retention strategies tailored to estates and enterprise clients to reduce churn and maintain a high renewal rate.
- Ensuring prompt and efficient support for estates and enterprise customers, addressing their inquiries, concerns, and technical issues.
- Identifying opportunities to upsell or cross-sell additional services, enterprise packages, or features based on the evolving needs of business clients.
- Measuring and monitoring customer satisfaction using metrics like Net Promoter Scores (NPS) or Customer Satisfaction Scores (CSAT).
Customer Experience (Nursery and Retention)
KKONTECH
04.2022 - 10.2022
- Assisted in the recruitment, onboarding, and regular training of customer service department staff.
- Coordinated and facilitated salary-related tasks to ensure timely and accurate compensation.
- Worked closely with line managers and employees to streamline operations and ensure a positive work environment.
- Performed various administrative tasks as required to support smooth operations within the customer experience team.
Customer Care Representative
Fiber One Broadband Limited
07.2020 - 03.2022
- Built and nurtured strong relationships with existing customers to enhance their loyalty and satisfaction.
- Created and executed customer retention plans aimed at decreasing churn rates and motivating 90% of customers to maintain their internet subscriptions.
- Monitored customer accounts closely to identify signs of potential churn or dissatisfaction.
- Initiating contact with customers to check on their satisfaction, address concerns, and offer assistance.
- Soliciting and collecting feedback from customers to understand their needs, concerns, and preferences.
Education
Professional Customer Service Certificate -
ACCERM
01.2025
Bachelor of Arts - English and Literary Studies
University of Lagos
Akoka, Lagos State, Nigeria01.2019
Skills
- Client Relationship Management
- Customer Experience (CX) Optimization
- Team Leadership & Development
- Data Analysis & Reporting (NPS, CSAT)
- Staff Recruitment & Onboarding
- Problem Solving
- Project Management
- Presentation Mastery
- Conflict Management
- Google Workspace and MS Office Suite
- CRM Software: Salesforce, HubSpot, Zendesk
- Community negotiation
- Critical thinking and writing
- Emotional intelligence and people skills
- Creativity and flexibility
- Communication
Additional Information
A member of toastmasters international
Timeline
Regional coordinator – Island
FiberOne Broadband Limited
02.2025 - Current
Regional Lead – Mainland CRM & Retention CX
FiberOne Broadband Limited
02.2024 - 02.2025
Supervisor Customer Relationship Management
FiberOne Broadband Limited
11.2022 - 02.2024
Customer Experience (Nursery and Retention)
KKONTECH
04.2022 - 10.2022
Customer Care Representative
Fiber One Broadband Limited
07.2020 - 03.2022
Bachelor of Arts - English and Literary Studies
University of Lagos
Professional Customer Service Certificate -
ACCERM