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Ruqoyyah Bello

@ruqoyyahbello

Message

Customer Success & Account Management professional driving revenue growth through retention and fast escalations.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can grow high-value accounts, lead retention and upselling, and resolve escalations fast. I want to use CRM data to improve service quality, strengthen client relationships, and continuously optimize processes.

I’m a results-driven customer success and account management professional with 5+ years of experience managing client relationship operations across fintech, e-commerce, and enterprise services. I’ve generated over N30 million (~9,500 USD) in revenue within 18 months through strategic upselling and targeted retention campaigns for high-value corporate accounts.

I build strong client lifecycle experiences—from onboarding and relationship development through renewal—while handling complex escalations and ensuring SLA/KPI performance. By using data-driven insight and CRM execution (Zoho, Salesforce, Crisp), I’ve maintained a 95% CSAT score and reduced repeat complaints by 60% through structured follow-ups and root-cause driven process improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Account Mgmt

Current

Fichaya

Aug 2023 - Present (2 years 9 months)

Managed a portfolio of 45 accounts, achieving 95% CSAT and ~2-minute average response time across phone, email, and chat. Drove N30M (~9,500 USD) in revenue in 18 months through upselling and retention strategies, while reducing repeat complaints by 60%.

Customer Success Account Management Upselling Escalation Management Zoho CRM Salesforce Crisp Customer Onboarding

Client Relationship Manager

Multiform Engineering

Apr 2023 - Jul 2023 (3 months)

Served as single point of contact for corporate clients, coordinating cross-functional teams to resolve escalations and reduce client wait times. Improved retention via quarterly check-ins and built documentation systems to enable data-driven service improvements.

Client Relationship Management Escalations Cross Functional Collaboration Retention Strategy Stakeholder Management CRM Operations

Customer Service Representative

Jumia Nigeria

Nov 2021 - Mar 2023 (1 year 4 months)

Handled high-volume inbound and outbound customer contacts for an e-commerce platform across phone, email, and chat. Resolved complaints end-to-end using root cause analysis to prevent repeat issues and contributed insights that improved service quality.

Customer Service Complaint Resolution Root Cause Analysis Data Analysis Process Improvement