Henry David Lutterodt

Led strategic client experience initiatives to reduce churn, improve NPS, and develop internal training programs. Implemented a rapid-response protocol that reduced client churn by 18% and delivered a training program that lifted service quality scores by 25%.

Directed comprehensive marketing operations across Dubai and Accra, executing campaigns that enhanced brand visibility and revenue growth. Executed a targeted digital campaign that increased brand visibility by 35% and launched a loyalty program that contributed to a 15% increase in repeat customer revenue.

Delivered exceptional customer service for a major airline, managing high-volume inquiries and resolving complex issues. Handled an average of 60+ daily customer queries with a 95% first-contact resolution rate and led a survey initiative that improved satisfaction by 10%.

Supported customer service operations by collecting and distributing passenger information and assisting with office setup. Reduced document processing delays by 15% through efficient coordination and supported a workspace reorganisation that improved customer flow.

Led a customer service team, generating new business leads and delivering ongoing training. Increased quarterly client acquisition by 30% through structured lead generation and implemented a motivation scheme that drove a 12% uplift in customer satisfaction.

Bachelor of Arts in Business Administration with a focus on Marketing, completed in 2013.

Grade: Distinction

Certificate in Passenger Handling and Customer Service (Aviation), completed with Distinction in 2008.