Open to opportunities

Gift Michael

@giftmichael1

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Senior customer experience and CRM operations professional driving retention, accuracy, and SLA results.

Nigeria

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What I'm looking for

I’m seeking a senior CX, customer success, or CRM leadership role where I can own CRM data, improve retention and SLA performance, and reduce complaint resolution time—delivering measurable business impact at scale.

I’m a results-driven Senior Customer Experience Professional with 6+ years of cross-industry experience across financial services, real estate, telecoms, and electronics. I specialize in multi-channel CX operations, owning CRM databases, and improving customer outcomes in high-pressure, SLA-driven environments.

In my most recent role, I manage 80+ daily customer inquiries and complaints across in-person, phone, and email channels—maintaining a 95% resolution rate within agreed SLAs. I also update operational and customer databases for 200+ product SKUs, reducing data errors by 30% through systematic validation checks.

Previously, I managed a CRM database of 500+ active client records, improving database accuracy by 45% through weekly data cleaning and validation cycles. I also resolved 60+ customer inquiries weekly while maintaining customer satisfaction above 90%, and I supported retention initiatives that reduced churn by an estimated 25% over 2 years.

I bring a strong customer communication foundation from call-center and customer service work, including handling 100+ inbound inquiries daily and resolving complex complaints with root-cause follow-through. With advanced Microsoft Excel, Google Workspace, and ALX certifications in Virtual Assistance and AI Career Essentials, I’m ready to deliver measurable CX and CRM leadership impact at scale.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

SIMS Nigeria Limited

Jan 2025 - Present (1 year 7 months)

Managed 80+ daily customer inquiries and complaints across in-person, phone, and email channels, maintaining a 95% resolution rate within SLA timelines. Owned and updated operational/customer databases, coordinated spare-parts procurement with suppliers, and prepared weekly management reports for senior leadership.

Complaint Resolution SLA Management CRM Database Management Data Validation Procurement Coordination Scheduling Management Reporting Documentation

Customer Service Executive

Revolution Plus Property

Jan 2022 - Jan 2025 (3 years)

Managed a CRM database of 500+ active client records, performing weekly data cleaning and validation to improve accuracy. Resolved 60+ customer inquiries weekly, coordinated plot allocations, generated and followed up leads, and supported retention initiatives that reduced churn over 2 years.

CRM Management Data Cleaning Client Relationship Management Plot Allocation Coordination Lead Generation Customer Retention Data Compliance Documentation

Tele-Sales Representative

Outcess

Feb 2021 - Dec 2021 (10 months)

Conducted 50+ outbound sales calls daily, consistently meeting or exceeding monthly sales targets. Processed customer information and payments accurately, and maintained CRM records for sales reporting.

Outbound Sales Payment Processing CRM Data Entry Data Integrity Sales Targets

Call Centre Representative

ISON BPO

Aug 2019 - Jan 2021 (1 year 5 months)

Handled 100+ inbound customer inquiries daily within SLA timelines, achieving first-call resolution targets above 85%. Investigated and resolved complex complaints via back-office escalation, managed call queues during peak periods, and maintained service records with high accuracy.

Inbound Customer Support SLA Management First Call Resolution Complaint Investigation

Clerk

Tested and Trusted Microfinance Bank Limited

Jan 2014 - Present (12 years 7 months)

Performed ledger posting and account reconciliation for 50+ daily transactions with a zero-discrepancy rate. Opened new customer accounts, updated existing records, and ensured compliance with banking documentation standards.

Account Reconciliation Account Management