Open to opportunities

Florence Kyannet Solomon

@florencekyannetsolom

Message

Experienced Customer Success Manager in SaaS and B2B environments.

Nigeria

Message

What I'm looking for

I am looking for a challenging role that allows me to leverage my customer success skills while contributing to a dynamic team environment.

I am a dedicated Customer Success Manager with extensive experience in SaaS and B2B sectors. My career has been marked by a strong track record in onboarding, managing key accounts, and driving product adoption. I pride myself on my ability to maintain high customer satisfaction scores and enhance customer retention through proactive engagement and effective problem-solving.

At FlexiSAF Edusoft Limited, I successfully managed a portfolio of 200 accounts, implementing comprehensive onboarding programs that reduced onboarding time by 25%. My collaborative approach has led to significant improvements in customer experience, including a 20% reduction in support tickets and a 15% enhancement in product adoption. I am passionate about leveraging my skills to create impactful customer journeys and drive business success.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

FlexiSAF Edusoft Limited

Sep 2022 - Present (2 years 10 months)

Managed a portfolio of 200 accounts, ensuring successful renewals and implementing a comprehensive onboarding program that reduced onboarding time by 25%. Collaborated with cross-functional teams to improve customer experience and product adoption, resulting in a 15% improvement in user experience.

Customer Success Onboarding Account Management Product Management CRM Tools Problem Solving Team Management Communication Skills Customer Journey Mapping

Customer Success Associate

FlexiSAF Edusoft Limited

Jan 2021 - Jul 2022 (1 year 6 months)

Onboarded clients using School Management Software and managed the knowledge base to reduce support tickets. Maintained a 95% CSAT score by resolving client complaints and facilitating upsells and cross-sells.

Customer Success Onboarding Knowledge Management Customer Support Communication Skills Problem Solving Training

Customer Center Specialist

OutsourceGlobal

Jan 2020 - Dec 2020 (11 months)

Handled over 50 inbound and outbound calls daily, pre-qualifying US citizens for social security disability benefits. Ensured accurate record updates and adhered to call center policies.

Customer Service Communication Skills Problem Solving Training Compliance

Secretary & Customer Relationship

Tawaf Automobile Nigeria Limited

Jan 2019 - Dec 2019 (11 months)

Resolved customer complaints through various channels and assisted with order placements, refunds, and exchanges. Maintained customer records and suggested solutions for product issues.

Customer Service Order Management Communication Skills Problem Solving

Volunteer

Youth Initiative for Sustainable Human Development in Africa

Jul 2015 - Jul 2018 (3 years)

Facilitated ICT for Development training as part of the Beyond Access program, collaborating with team members to implement various initiatives.

Training Facilitation Team Collaboration ICT Implementation

Education

Degrees, certifications, and relevant coursework

Federal University of Technology, Minna

Bachelor of Technology, Entrepreneurship Business Management

2011 - 2016

Grade: Second Class (Upper Division)

Completed a Bachelor of Technology in Entrepreneurship Business Management, focusing on business strategies, management principles, and entrepreneurial skills.