Terence Mforten

Achieved a 25% increase in customer retention over a 12-month period and successfully elevated the company's NPS by 40 points in one year through targeted feedback programs. Drove a 30% increase in upsell revenue and decreased customer churn rate by 15% year-over-year.

Increased Operational efficiency by 40% with strategic IT alignment and implemented new technologies and best practices, improving API performance by 25% and reducing development time by 98%. Managed technical operations, maintaining high standards in system security, data privacy, and regulatory compliance.

Implemented innovative solutions, achieving a 40% reduction in ticket resolution time and developed training programs that enhanced team skills and performance metrics. Built strong client relationships, driving 15% growth in repeat business and referrals.

Resolved diverse consumer inquiries across multiple channels (phone, email, helpdesk) and streamlined processes to cut average response time by 40%. Led a high-performing support team, achieving a 30% increase in customer satisfaction.

Resolved data entry issues and discrepancies, and updated and maintained customer information in databases and files. Performed data entry from paper documents, emails and other sources into computer systems.

Inputted data into computer system to ensure accuracy and completeness of records. Performed data entry tasks including keying in numerical or alphanumerical information from source documents into databases.

Studied principles of tourism and hospitality management. Gained knowledge in hotel operations, event planning, and customer service within the industry.

Completed an MBA with a focus on Accounting and Business Management. Developed expertise in financial analysis, strategic planning, and organizational leadership.