Dorothy Edionwe

As an Enterprise Customer Experience Analyst at Flutterwave, I reduced client complaints by 25% and improved enterprise client retention by 20% through proactive case management and customized training. I also boosted upsell opportunities by 10% and improved account renewal rates by 12% with structured client success strategies.

In my role as Lead of Customer Experience at Flutterwave, I managed a CX team, achieving QA scores above 90%. I improved agent productivity by 18% through effective training and drove high-priority escalations, enhancing time-to-resolution by 22%.

As a Customer Experience Analyst at Flutterwave, I resolved over 70 daily tickets with a 99% satisfaction rating and maintained SLA compliance. My efforts contributed to a 5% increase in customer revenue through effective cross-selling.

As a mentor in the Buddy Program at DHL Express, I helped new hires integrate quickly, improving their time-to-performance by 30%. I led workshops on performance goals and fostered team bonding through social initiatives.

In my position as Team Lead, Quality Assessor at DHL Express, I oversaw service quality across 41 countries, improving QA consistency by 30%. I resolved complex logistics incidents and led a Customer Investigation Desk, enhancing resolution accuracy and speed.

As a Service Desk Advisor at DHL Express, I handled over 100 customer interactions daily, achieving 98% documentation accuracy. I collaborated with supply chain teams to reduce shipment delays by 15% and effectively escalated high-complexity cases.

In my role as a Customer Care Representative at Polaris Bank, I resolved sensitive account queries while maintaining compliance with confidentiality standards. I successfully upsold financial products, improving product penetration by 7%.

As a Supervisory Administrator at SEMB, I managed customer queries and improved service response times by 20%. I conducted outbound campaigns with an 8% conversion rate for upgrades while ensuring compliance in handling sensitive information.

Completed a Bachelor of Science in Mass Communication, focusing on media studies, communication theories, and practical skills in journalism and public relations.