Open to opportunities

Dave Dumila

@davedumila

Customer retention and customer experience strategist, turning CRM data into retention, CSAT growth, and revenue recovery.

Nigeria

Message

What I'm looking for

I’m looking to lead retention and customer experience initiatives—optimizing CRMs and workflows and using CSAT/NPS/retention analytics to drive measurable growth. I thrive partnering with Sales, Product, and IT while coaching teams to improve adoption, reduce churn, and lift revenue.

I’m a customer experience strategist and analyst with 5 years of experience driving customer retention across different sectors through CRM optimization, data-driven techniques, leadership, and client account management. I migrated B2B and B2C client data from 25 countries from Zendesk to Zoho for a telecommunication giant and helped pioneer retention initiatives that saved over $450,000 in revenue for a top insurance company in the US.

In recent roles, I’ve delivered an 87% retention rate while maintaining above 95% CSAT, and I increased monthly upsell to support additional revenue. I lead retention and CX teams by onboarding and coaching agents, leveraging SQL, Tableau, Power BI, and Excel to monitor CSAT/NPS/retention trends, and using risk mitigation to reduce churn by 35% and increase retention by 20%, while partnering with Sales, Product, and IT to improve customer experience and product adoption.

Experience

Work history, roles, and key accomplishments

Current

Customer Retention Manager

Current

AG Marketing

Jan 2026 - Present (5 months)

Achieved an 87% retention rate while managing 600+ clients in the first two months. Maintained 95%+ internal CSAT scores and a 15% monthly upsell rate to drive additional revenue.

Customer Retention CSAT Revenue Growth

Retention Analyst Team Lead

InsuranceSupermarketInc.

Jan 2023 - Jul 2025 (2 years 6 months)

Led a retention team of 10 agents, coaching them to maintain company standards. Improved retention by 20% in three months, reduced churn by 35%, and analyzed CSAT/NPS/retention trends using Excel and Tableau dashboards.

Team Leadership Retention Strategy CSAT NPS KPI Analysis Excel Tableau Dashboards Cross Functional Collaboration Sales Enablement

Customer Experience Analyst

Digicel Group

Oct 2023 - Sep 2024 (11 months)

Supported CX service desk roll-outs that increased customer satisfaction by 30%. Migrated Zendesk to Zoho Desk, set up SLAs and dashboards, and onboarded 2,000+ agents in 3 days to improve ITSM ticketing efficiency.

Zoho Desk Zendesk SLA Management Dashboards Customer Support Automation Data Migration

Senior Retention Agent

InsuranceSupermarketInc.

Jul 2021 - Sep 2023 (2 years 2 months)

Pioneered the retention department, retaining 3,000+ policies in the first three months and recovering $470,000+ in premiums. Maintained a 98% retention rate, identified upsell opportunities, and used data-driven coaching to improve team performance by 37%.

Policy Retention Revenue Recovery Upselling Customer Advisory Performance Improvement

Customer Support Representative

InsuranceSupermarketInc.

Dec 2020 - Jul 2021 (7 months)

Qualified clients for life insurance solutions and delivered a seamless customer experience. Improved service efficiency by 50% by enhancing feedback mechanisms and support workflows.

Qualifying Customers Life Insurance Support Customer Support Customer Experience Management