Emmanuel MartinsEM
Open to opportunities

Emmanuel Martins

@emmanuelmartins

Client Success Specialist focused on customer satisfaction and retention.

Nigeria
Message

What I'm looking for

I am looking for a role that fosters collaboration, values customer feedback, and offers opportunities for professional growth.

I am a Client Success Specialist with over 3 years of experience dedicated to driving customer satisfaction and retention through strategic client engagement and data-driven solutions. My expertise lies in managing diverse client portfolios and delivering measurable results using CRM platforms such as Basecamp, HubSpot, and Zendesk. I have a proven ability to understand customer goals and streamline onboarding processes, ensuring long-term client success and business growth.

In my current role at GrangerPR LLC, I manage a portfolio of over 5 client accounts across various industries, achieving a remarkable 96% client retention rate. I led onboarding sessions for new clients, successfully reducing onboarding time by 25% through a streamlined training process. My collaboration with product and support teams has resulted in an improved Net Promoter Score (NPS) from 68 to 82, showcasing my commitment to enhancing client satisfaction.

Previously, I worked at Consol Nigeria, where I implemented a customer feedback loop that informed product improvements and increased customer engagement by 30%. My experience as a Customer Service Representative at FairMoney Microfinance Bank further honed my skills in maintaining detailed CRM records, de-escalating high-stress situations, and educating customers on banking products, leading to a significant increase in digital platform adoption.

Experience

Work history, roles, and key accomplishments

FB

Customer Service Representative

FairMoney Microfinance Bank

Jan 2021 - Dec 2022 (1 year 11 months)

Maintained detailed CRM records and coordinated with sales to ensure a smooth post-sale transition. De-escalated high-stress situations with professionalism, reducing complaint escalation rates by 40% compared to team average.

Education

Degrees, certifications, and relevant coursework

UB

University of Benin

Bachelor's degree, Unspecified

Obtained a Bachelor's degree from the University of Benin. This foundational education provided a strong academic background, preparing for future professional roles.

AP

Auchi Polytechnic

National Diploma, Unspecified

Completed a National Diploma at Auchi Polytechnic. This program equipped with practical skills and theoretical knowledge relevant to the chosen field of study.

Tech stack

Software and tools used professionally

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Emmanuel Martins - Client Success Specialist - GrangerPR LLC. | Himalayas