Odunayo Olaoluwa

-Drive Product Adoption & Value Realization

Deliver tailored enablement to help users maximize product features

Identify adoption gaps and proactively close them with training, resources, or interventions

- Bridge Between Product & Customer

Capture customer feedback, pain points, and feature requests

Work cross-functionally with Product, Engineering, and Support to advocate for customer needs

Lead and manage the onboarding process for new clients, ensuring a seamless transition from sales to success.

Customize onboarding plans based on client needs and compliance maturity.

Serve as the primary point of contact for strategic customers.

Build strong, trusted relationships with key stakeholders to drive long-term loyalty and satisfaction.

Monitor product usage and proactively drive fe

*Helping new customers onboard and get started with a product or service
*Building and maintaining strong relationships with customers
*Ensuring customer loyalty and identifying opportunities for additional sales.
*Trained new Customer Success Managers, setting them up for success in their roles through hands-on
coaching and mentoring.
*Reduced churn rate by proactively identifying at-risk custo

* Remit and/or settle funds (e.g. cable, EFT, IDP, third party demands) using an in-house system to fulfill client requests.
* Keep informed on all changes to products and services, rules and regulations to ensure accurate processing of documents and perform accurate quality assurance checks.
* Also trained in other positions to provide support to other team members of equal value in peak times or

Addressed customer complaints and inquiries across multiple channels, maintained relationships, and utilized CRM tools to ensure efficient service.

* Address customer complaint , enquiry , request and resolve them in a timely and efficient manner.

*Interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately.

* Maintain solid customer relationships by handling questions and concerns with speed and professionalism.

*Efficient usage of

• Enabled effective service delivery and maximized recoverability
through regular monitoring of transformers.
• Carried out day-day-day customer service duties accurately and
efficiently.

Studied Physics at the Federal University of Agriculture, Abeokuta from 2012 to 2016.