Open to opportunities

luqman Akande

@luqmanakande

Message

I improve customer retention through empathetic support, sales, and churn management.

Portugal

Message

What I'm looking for

I'm looking to improve customer experience, retention, revenue generation, churn management, payment solutions, and flexible billing strategies through empathetic, high-quality customer support.

I've supported customer experience, revenue growth, and retention at JIJI.ng, managing diverse customer profiles and delivering personalized service.

I consistently exceeded sales targets by over 100% on average through strategic customer engagement and value-driven conversations. I align products and services to customer needs, resolve concerns promptly, and strengthen long-term customer loyalty.

Previously, I conducted customer experience research and mystery shopping for JIJI.ng, verifying sellers, identifying suspicious activity, assessing service quality, and producing detailed quality-assurance reports.

At CNSSL-Ilorin, a subsidiary of MTN Nigeria, I handled customer inquiries across phone, email, social, and in-person channels. I used Siebel CRM and Agility, supported upselling, churn management, bad-debt recovery, flexible payment plans, onboarding, and team scheduling.

Experience

Work history, roles, and key accomplishments

Customer Experience Analyst

JIJI.ng

Nov 2019 - Jan 2026 (6 years 2 months)

Managed diverse customer profiles and consistently exceeded sales targets by over 100% through strategic engagement. Resolved customer concerns promptly, contributing to reduced churn and increased retention.

Customer Experience Sales CRM Problem Solving Customer Retention

Customer Experience Research (Mystery Shopper)

JIJI.NG

Aug 2018 - Oct 2019 (1 year 2 months)

Conducted outbound calls to verify seller authenticity and communicated premium service benefits to drive upgrades. Acted as a secret shopper to assess service quality and compiled detailed reports for quality assurance.

Mystery Shopping Outbound Calling Quality Assurance Reporting Data Entry

Customer Care Executive

CNSSL-Ilorin (Subsidiary of MTN Nigeria)

Jul 2015 - Mar 2018 (2 years 8 months)

Delivered prompt responses to customer inquiries across multiple channels and resolved issues using Siebel CRM and other tools. Educated customers on products, identified upselling opportunities, and supported revenue generation and churn management.

Customer Service Upselling Problem Solving Training Scheduling