Open to opportunities

Juliet User

@julietuser

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Experienced Customer Success Manager with a focus on client engagement.

Nigeria

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in customer success.

I am a highly experienced Customer Success Manager with several years of expertise in enhancing customer response strategies and resolving issues effectively. My background includes roles as a Lead Customer Support, Collection Specialist, and Quality and Training Specialist, where I developed a strong aptitude for managing change and making sound judgments in both technical and personnel matters.

Currently, I am responsible for managing client engagement at OurPass Business Bank, where I develop and implement strategies to enhance customer experiences. I excel in building strong relationships with stakeholders, including C-Level decision-makers, and utilize business analytics to drive change and improve service delivery. My commitment to performance management and team development has consistently resulted in improved efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

OurPass Business Bank

Oct 2023 - Present (1 year 8 months)

Responsible for engaging clients, developing strategies, and managing relationships with key stakeholders. Utilized metrics for performance improvement and collaborated with teams to enhance customer experience.

Client Engagement Customer Service Negotiation Conflict Resolution Reporting SQL Power BI Data Analysis Leadership

Lead Customer Support

FairMoney Microfinance Bank

May 2023 - Oct 2023 (5 months)

Managed a customer support team of over 150 agents, ensuring performance targets were met and facilitating communication with partners to resolve issues.

Team Management Performance Monitoring Stakeholder Engagement Problem Solving Communication Leadership Training Reporting Conflict Resolution

Quality and Training Specialist

FairMoney Microfinance Bank

Oct 2022 - May 2023 (7 months)

Developed quality performance reports and scorecards, analyzed data for performance improvement, and facilitated training sessions for staff.

Quality Assurance Data Analysis Reporting Training Performance Communication Leadership Problem Solving Project Management Stakeholder Engagement

Loan Collections Specialist

FairMoney Microfinance Bank

Jun 2021 - Oct 2022 (1 year 4 months)

Secured payments on outstanding debts by negotiating payment plans and monitoring compliance, while maintaining customer relations.

Debt Collection Negotiation Compliance Monitoring Communication Problem Solving Conflict Resolution Financial Analysis Sales

Telesales & Customer Support Representative

Union Bank Of Nigeria Plc

Jun 2019 - Jun 2021 (2 years)

Addressed customer complaints, provided solutions, and sold products while maintaining professional interactions.

Customer Support Sales Problem Solving Communication Product Knowledge Conflict Resolution Relationship Management Negotiation Teamwork Time Management

Financial Advisor

First Bank of Nigeria Insurance

Mar 2017 - Jan 2019 (1 year 10 months)

Utilized wealth management strategies to meet client objectives and provided information on various financial products.

Wealth Management Financial Analysis Product Knowledge Communication Sales Market Analysis Negotiation Strategic Planning Customer Service

Education

Degrees, certifications, and relevant coursework

Nnamdi Azikiwe University

Bachelor of Science, Geology

2014 -

Studied Geology, focusing on the study of the Earth, its materials, and processes. Developed skills in data analysis and environmental impact assessment procedures.