Veronica Emmanuel
Lagos,Nigeria
Summary
Dedicated professional with a proven track record in client relationship management and support. Demonstrated ability to address client inquiries, resolve issues, and provide tailored solutions to ensure client satisfaction and success. Highly organized and detail-oriented, adept at thriving in fast-paced environments while exceeding client expectations. Skilled communicator with a customer-centric mindset, committed to fostering long-term client partnerships and delivering exceptional service. Positioned to contribute to client success and organizational growth through proactive engagement and value-driven support initiatives.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Client Relationship/Success Manager
Nomiworld
Lagos, Nigeria
2022.10 - Current
- Identified and cultivated strategic business partnerships, negotiating favorable terms and agreements to drive revenue growth and market expansion.
- Managed a portfolio of key client accounts, serving as the primary point of contact for all business-related inquiries and initiatives.
- Led cross-functional teams in the execution of client projects, ensuring alignment with client objectives and delivery of exceptional service.
- Collaborated with internal stakeholders to develop tailored solutions and value propositions, addressing clients' unique needs and challenges.
- Drove a 30% increase in partnership revenue and a 25% improvement in client satisfaction scores through proactive relationship management and strategic account planning.
- Outlined annual and quarterly priorities to guide departmental growth.
Client Support/Success Associate
Nomiworld
Lagos, Nigeria
2020.04 - 2022.09
- Spearheaded client support initiatives, overseeing a team of support specialists and ensuring timely resolution of client inquiries and concerns.
- Developed and implemented proactive customer success strategies, resulting in increased client satisfaction and retention rates.
- Collaborated with product development teams to gather client feedback and prioritize feature enhancements, driving product improvements aligned with client needs.
- Established and maintained strong client relationships, serving as a trusted advisor and advocate for clients' business objectives.
- Recognized for achieving over 20% increase in customer satisfaction scores and a 15% decrease in churn rate within the first year.
E-business Customer Support Analyst
Access Bank
Lagos, Nigeria
2017.09 - 2020.03
- Provided operational support to over 100 bank customers daily, addressing inquiries related to mobile payments, transactions, and banking products.
- Resolved customer issues and complaints in a timely and professional manner, ensuring high levels of customer satisfaction and retention.
- Educated customers on banking products and services, promoting adoption and usage to meet their financial needs and goals.
- Collaborated with internal teams to escalate complex issues and ensure timely resolution, maintaining a seamless customer experience.
- Recognized for consistently exceeding customer service targets and receiving positive feedback from customers for exceptional service delivery.
Education
Postgraduate Diploma - Business Administration and Management
Grace Polytechnic
Lagos, Nigeria 2018.12 - 2019.12
Bachelor of Science - Microbiology
University of Ilorin
Ilorin, Nigeria 2010.10 - 2014.07
High School Diploma - Sciences
Federal Science and Technical College
Lagos, Nigeria 2003.10 - 2009.06
Skills
- Market research expertise
- Customer retention strategies
- Inter-departmental collaboration
- Strategic planning
- Leadership
- Problem-solving
- Communication skills
- Team building
Certification
- Associate member of the Chartered Institute of Customer Relationship Management (ACICRM).
- Microsoft Word and PowerPoint Badge for LinkedIn Skill Assessment
- Access Bank School of Banking Excellence (Graduate Entry Level Training Program)
Languages
English
Fluent
French
Elementary
Affiliations
- Travelling
- Research
- Volunteering
References
References available upon request.
Timeline
Client Relationship/Success Manager
Nomiworld
2022.10 - Current
Client Support/Success Associate
Nomiworld
2020.04 - 2022.09
Postgraduate Diploma - Business Administration and Management
Grace Polytechnic
2018.12 - 2019.12
E-business Customer Support Analyst
Access Bank
2017.09 - 2020.03
Bachelor of Science - Microbiology
University of Ilorin
2010.10 - 2014.07
High School Diploma - Sciences
Federal Science and Technical College
2003.10 - 2009.06