Open to opportunities

Charles Okosa

@charlesokosa

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Customer Growth Specialist driving retention and revenue through consultative sales.

Canada

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What I'm looking for

I seek a customer-focused role in Canadian retail, tech, or services where I can drive retention, scale processes, mentor teams, and deliver measurable revenue growth.

I am a Customer Growth Specialist with over seven years of experience converting prospects into loyal customers across high-volume B2C environments. I build trust through active listening, clear communication, and tailored solutions that align with customer needs.

I have consistently increased revenue and renewals — including driving over 20% higher renewals and lifting average order value by 22% — by recommending higher-value services and focusing on long-term satisfaction.

My strengths include consultative selling, churn prevention, CRM mastery (Salesforce/MS Dynamics), and process optimization; I have delivered measurable improvements like 25% higher retention, reduced ticket volume, and faster handle times.

I thrive in customer-focused Canadian retail, tech, or service teams that prioritize authentic engagement, continuous improvement, and cross-functional collaboration to scale service and loyalty initiatives.

Experience

Work history, roles, and key accomplishments

Client Experience & Sales Specialist

IamBrand-Worthy

Jan 2024 - Jun 2025 (1 year 5 months)

Managed high-volume outbound outreach and consultative selling, increasing customer retention by 25% and converting 60% of consulted clients to premium packages while growing average order value by 22%.

Consultative Selling Outbound Calling Customer Retention Upselling CRM Data Analysis Written Communication

Customer Retention & Support Agent

S&P Digital

Feb 2023 - Apr 2024 (1 year 2 months)

Handled high-volume inbound support and consultative resolution, improving retention by 25%, achieving 80%+ audit scores, reducing average handle time by 15% and raising CSAT by 10%.

Inbound Customer Retention Troubleshooting & Compliance Quality Assurance CSAT CRM

Sales Associate

Softwork Freelance Network Ltd

Feb 2021 - Dec 2022 (1 year 10 months)

Delivered targeted demos and sales pitches to tech and freelance prospects, increasing new client sign-ups by 18% and driving a 10% quarterly revenue lift through improved conversion strategies.

Sales Presentations B2B Sales Lead Generation Negotiation CRM Customer Feedback

Customer Service Representative

Nafdac

Jun 2018 - Apr 2020 (1 year 10 months)

Managed 100+ daily inquiries across channels, achieving over 95% satisfaction; digitized onboarding forms to reduce onboarding time by 10% and developed response templates to improve team consistency.

Multichannel Support Process Improvement Customer Satisfaction Data Entry Templates Microsoft Office Onboarding Communication

Client Services Intern

Nigerian Ports Authority

May 2017 - May 2018 (1 year)

Served as first point of contact for client shipment and account inquiries, improving handling processes to reduce delays and supporting retention levels around 98%.

client support Customer Onboarding Documentation

Education

Degrees, certifications, and relevant coursework

Babcock University

Bachelor of Science, Information Resources Management

2011 - 2016

Completed a Bachelor of Science in Information Resources Management, covering information systems, records management, and organizational information strategy.