Danica Adebukunola
@danicaadebukunola
Customer Experience Manager with a proven track record in retention.
NigeriaWhat I'm looking for
I am a Customer Experience Manager with over 8 years of expertise in client management, customer retention, and service optimization. My career is marked by a proven track record of achieving an 80% customer retention rate and driving online revenue growth by 500%, setting the company’s highest grossing online sales record to date. I excel in leading customer service teams, ensuring that 75% of customer issues are resolved within a 2-day turnaround.
Throughout my career, I have been adept at using CRM systems and developing customer-centric strategies that enhance overall satisfaction. My experience includes mentoring and training teams, which has resulted in significant improvements in service delivery and productivity. I am passionate about implementing effective problem-solving techniques and focused training to reduce complaint escalation and improve customer perception across all service channels.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
CleanAce Drycleaners & Launderers
Nov 2022 - Present (2 years 7 months)
Led the customer service team, achieving an 80% customer retention rate and resolving 75% of complaints within a 2-day turnaround. Mentored a team of 10 agents, improving service delivery by 20%. Integrated customer service initiatives with brand strategy to enhance customer perception.
Online Manager
CleanAce Drycleaners & Launderers
Oct 2021 - Nov 2022 (1 year 1 month)
Increased online revenue by 500% and resolved 95% of customer complaints on first contact. Managed logistics for online orders with a 98% on-time delivery rate, optimizing daily operations for improved efficiency.
Call Center Agent
CleanAce Drycleaners & Launderers
Jul 2021 - Aug 2021 (1 month)
Managed over 100 daily calls, increasing customer conversion rates by 10% through proactive engagement. Maintained accurate customer data in the CRM system, enhancing follow-up and service tracking.
Telemarketer
Olist Nigeria
Feb 2020 - Jul 2021 (1 year 5 months)
Generated new business through cold calls, expanding the customer base by 20%. Improved ad account management efficiency, leading to a 10% increase in sales conversions.
Head of Customer Experience
Subtlety Solicitors
Jan 2018 - Feb 2020 (2 years 1 month)
Led initiatives to achieve a 92% client satisfaction rate by implementing tailored service strategies. Enhanced client relations, driving a 15% increase in repeat clients.
Customer Relations Officer (NYSC)
Lagos State Government
Jan 2017 - Dec 2017 (11 months)
Resolved over 85% of customer inquiries, improving customer satisfaction scores by 10% through effective problem resolution and communication.
Education
Degrees, certifications, and relevant coursework
OUOlabisi Onabanjo University
Bachelor of Science, Botany/Plant Biology
Grade: Second Class Upper Division
Studied Botany/Plant Biology, focusing on the scientific study of plants, their biology, and their ecological significance.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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