Adeola Osunkoya

ADEOLA MARGARET OSUNKOYA PROFILE Dedicated client relations professional and tech enthusiast committed to creating exceptional user experiences and user-centered products. Skilled in fostering quality relationships and driving business growth by leveraging effective communication, implementing smart workflow processes and efficient customer support strategies. WORK EXPERIENCE Digitalli Kraffts - Client Relationship Manager (Freelancer) Oct 2024 - Date •​ Manages the entire lifecycle of portfolio clients, including billing, invoicing, onboarding, renewals and retainerships while nurturing client relationships by providing strategic support and solutions. •​ Exceeds quarterly sales/retention targets for new and existing accounts while cross-selling products, achieving over 80% of target •​ Conducts frequent client health checks, quarterly business reviews and implements strict adherence with SLA •​ Presents progress reports to stakeholders, focusing on account health, potential growth and areas for improvement Reliance Health - Client Retention Associate Jan 2023 - Oct 2024 •​ Ensured retention of large-cap corporate clients' accounts and the potential expansion of their portfolio by anticipating and addressing their health insurance needs •​ Served as primary contact person to key clients, overseeing invoicing, onboarding and year-round engagement that resulted in client loyalty and customer satisfaction •​ Led successful up-selling initiatives that boosted corporate clients ARR by up to 120% Reliance Health - Customer Success Associate July 2021 - Jan 2023 •​ Delivered exceptional customer service with an impressive 90% first-contact resolution rate, managing over 300 call and email encounters monthly •​ Utilized indepth product knowledge and expertise to address user inquiries efficiently and effectively •​ Contributed to revenue growth by upselling the organisation’s products to existing and prospective customers Hot FM (Lagos) - Correspondent Mar 2020 - Jul 2021 •​ Conducted engaging interviews and created memorable on-air experiences as a correspondent/reporter on the evening show, “On the Road with Superdrive.” •​ Managed and produced audio-visual content, reaching an audience of up to 500 listeners weekly •​ Collaborated with the communications team to develop audio jingles for advertising and press releases. SKILLS & PROFICIENCIES ●​ CRM Software - Freshworks, Zendesk, Gorgias, Salesforce, Zoho Desk, and Suite CRM ●​ Technical Tools - Zapier, Airtable, Make.com, Tableau, Trello, Metabase, Notion, Google Workspace, Miro, Asana EDUCATION University of Ilorin, Ilorin, Kwara State. B.A. English Language (Sept 2014 - Aug 2018) CERTIFICATIONS & TRAININGS ●​ ●​ ●​ ●​ ●​ Salesforce Academy – Salesforce Administrations (In view) Make.com Academy – Automation Intermediate Expert Udemy – Asana Workflow Automation Entry Level Academy & Career Foundry – Product Management Certification Course Institute of Arts Management and Professionals (Ibadan) – Customer Relations Management