SMShehu Mikail
@shehumikail
Customer service professional focused on client relationship management.
NigeriaWhat I'm looking for
I am a customer service professional with over four years of experience in client relationship management and customer satisfaction, primarily within the EdTech and finance sectors. My proven track record includes reducing customer churn by 15% and achieving a 95% satisfaction rate through proactive, solutions-driven support. I excel in CRM systems and technical troubleshooting, effectively managing inquiries across multiple channels such as phone, email, and live chat.
My expertise in customer retention strategies has led to a 75% reduction in admissions delays and a 90% retention rate for high-net-worth clients. I am recognized for my ability to provide strategic insights through data-driven reporting and engagement analysis, enhancing customer tracking and retention. I thrive in fast-paced environments, consistently meeting organizational goals while improving process efficiencies.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Astria Learning
Jan 2023 - Present (2 years 5 months)
As a Customer Service Specialist at Astria Learning, I improved customer satisfaction by 95% through effective CRM management and tailored support solutions. I reduced churn by 15% by engaging with over 500 cold leads monthly and eliminated 75% of admission delays by collaborating with cross-functional teams to resolve issues.
Business Development Officer
Nigerian University Pension Management Company (NUPEMCO)
Jul 2019 - Jan 2023 (3 years 6 months)
In my role as Business Development Officer at NUPEMCO, I achieved a 90% retention rate among high-net-worth clients by managing over 1,000 relationships and resolving complex inquiries. I created data-driven engagement reports and streamlined benefit processing, ensuring timely payments and high client satisfaction.
Education
Degrees, certifications, and relevant coursework
Ibrahim Badamasi Babangida University
Bachelor of Business Administration, Business Administration
Strength Africa
Certification, Customer Service
Completed a certification in Customer Service, focusing on enhancing customer satisfaction and retention strategies.
Availability
Location
NigeriaAuthorized to work in
Job categories
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