LILIAN OGBONNA
Customer Relationship Manager
Ajah, Lagos
Summary
Highly Motivated CRM and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Customer Relationship Manager
Eden Oasis Realty
07.2022 - 08.2023
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Conducted regular meetings with sales teams to discuss insights on customer behavior trends, contributing to increased sales figures.
- Proactively identified opportunities for upselling or cross-selling additional products/services during interactions with existing customers.
- Contributed to the development of customer service policies and procedures, ensuring compliance with industry best practices and regulatory requirements.
- Managed a team of customer service representatives, providing coaching and guidance for improved performance.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Regularly audited data quality to ensure accuracy and consistency across all records in the database.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Trained and mentored new hires, creating a knowledgeable and efficient team that consistently met or exceeded performance targets.
- Managed customer relations on ongoing basis to maximize customer retention.
Sales Manager
Gavia Luxury Perfume
01.2021 - 07.2021
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Front Desk Receptionist
Redx Studios
03.2019 - 02.2020
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Compiled information from files and research to satisfy information requests.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Completed data entry and filing to keep records updated for easy retrieval.
Call Center Representative
LiveX Multimedia Solution
09.2016 - 01.2017
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Trained new personnel regarding company operations, policies and services.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Bachelor of Arts - English Language
National Open University Of Nigeria
Benin City, Edo State 04.2001 -
Skills
- CRM software proficiency
- Multitasking Abilities
- Problem-Solving
- Customer Relationship Management
- Time management abilities
- Professionalism
- Effective Communication
- MS Office
- Negotiation and Conflict Resolution
- Reliability
- Attention to Detail
- Adaptability
- Active Listening
- Ability to work with little no supervision
- Computer Skills
Timeline
Customer Relationship Manager
Eden Oasis Realty
07.2022 - 08.2023
Sales Manager
Gavia Luxury Perfume
01.2021 - 07.2021
Front Desk Receptionist
Redx Studios
03.2019 - 02.2020
Call Center Representative
LiveX Multimedia Solution
09.2016 - 01.2017
Bachelor of Arts - English Language
National Open University Of Nigeria
04.2001 -
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