Alaneme Anita

ANITA ALANEME Lagos, Nigeria| --LinkedIn| Trailblazer profile SUMMARY ● Salesforce Certified Administrator with 13 superbadges and a double star ranger rank, bringing one year of hands-on expertise in Salesforce Sales and Service Cloud configuration. Skilled in data analysis, integration, and reporting, with a proven record of driving user adoption and implementing best practices. Ready to optimize processes, enhance customer experience, and drive immediate business growth. ● Experienced Business Development and Customer Experience Specialist with a strong background in finance. Demonstrated expertise in catalyzing business growth, adept customer management, and delivering successful digital products. ● Orchestrated transformative customer experience initiatives, driving a remarkable 90% increase in client satisfaction scores, thereby elevating brand reputation and fostering loyalty. ● Leveraged expertise in business development to secure key partnerships, resulting in a 65% expansion of market reach and revenue generation. SKILLS Project Management Technical Skills (MS Office, Visio) Social Media Management Data Analysis & Reporting CRM Platform Management Problem Solving Leadership Market Research Process Optimization WORK EXPERIENCE Customer Experience Specialist July 2022 - July 2023 Clipboard Health – California, USA ● Efficiently processed healthcare professionals' and facilities' inquiries through various engagement platforms, resolving customer concerns and complaints through creative problem-solving and consistently achieving 95% customer satisfaction ratings. ● Proficiently leveraged customer support software and CRM systems, specifically Zendesk, in tandem with knowledge bases and FAQs to offer precise information and expertly resolve technical issues. ● Achieved a first-contact issue resolution rate of 90% through cross-functional collaboration, improving customer satisfaction and contributing to valuable process enhancements. ● Effectively managed customer cases and an average of 50 daily support chats through a ticketing system, ensuring prompt response and solutions to inquiries and issues. ● Proactively engaged in quality assurance and monitoring, ensuring service quality and a superior customer experience. Additionally, provided extensive training and mentorship to new customer support agents, ensuring seamless onboarding, and knowledge transfer, and acted as a Subject Matter Expert SME in the team lead's absence to maintain high-quality support services. Business Development Manager | Investment Advisor December 2020 - December 2021 Core Asset Management Limited – Lagos, Nigeria ● Implemented strategies to boost Asset under Management (AuM) and Liability Targets, including identifying and onboarding potential clients and exploring new business opportunities. ● Spearheaded and executed customer retention initiatives and redesigned account opening forms, leading to enhanced usability and a 20% increase in customer engagement. ● Collaborated across teams to design and launch the Core-Asset online platform, streamlining client investment lifecycle management and increasing efficiency to 80%. ● Designed an Onboarding process that resulted in a 15% improvement in user experience, created templates for weekly and monthly productivity reports, and conducted industry surveys, enhancing benchmarking for client ROI and bolstering the company's competitiveness. Business Development Executive December 2019 - November 2020 AXA Mansard Pensions Limited – Lagos, Nigeria ● Managed business relationships, built and managed client portfolios in public and private sectors, and conducted go-to-market strategy development through business analysis. ● Led client engagement and presentations at forums, facilitated funding activities for Retirement Savings Accounts (RSAs), and collaborated on cross-functional team projects, significantly increasing the client growth rate by 70% ● Championed the pensions transfer window project, developing marketing campaigns, implementing radio advertisements, anddistributing informational materials in collaboration with cross-functional teams, successfully enhancing client engagement and contributing to a 15% growth in the client base. Social Media Manager | New Business Client Engagement Specialist March 2019 - November 2019 Sterling Bank Plc – Lagos, Nigeria ● Managed client lifecycle on all digital banking solutions, covering onboarding, retention, and growth, ensuring a seamless user experience across all digital products. ● Gathered end-user requirements, business needs, and project objectives through feedback sessions and client meetings to enhance the bank's product management system, collaborated with cross-functional teams to create Functional Requirements Documents and use cases for application enhancements. ● Designed comprehensive Standard Operating Procedures (SOP) for new digital products, executed client acquisition and retention strategies to enhance client growth rates, and created compelling templates and communication materials, leading to 70% boost in customer interaction and engagement across digital products. ● Proactively handled customer interactions and engagement across various touchpoints, including calls, emails, application reviews, and social media, to provide exceptional customer service. EDUCATION ALX Africa Salesforce Administration Certificate Program University of Benin – Edo State, Nigeria B.Sc. Sociology and Anthropology May 2023 – January 2024 October 2011 – September 2015 VOLUNTEER ACTIVITIES SDG (Sustainable Development Goals) Group Team Member, Abuja July 2017 - July 2018 National Youth Service Corps (NYSC) ● Organized and led an empowerment program for 105 blind and visually impaired students, fostering their recognition as productive contributors to society. ● Introduced students to the 17 Sustainable Development Goals (SDGs) with a focus on achieving key objectives, including poverty alleviation, zero hunger, good health and hygiene, well-being, and quality education, to contribute to global transformation. Skill Acquisition Group Team Member ● Instructed secondary school students in skill acquisition, emphasizing skills relevant to establishing small businesses, such as makeup artistry and tie-dye techniques. ● Empowered students with transferable skills to enhance their employability and self-sufficiency while awaiting employment opportunities. CERTIFICATIONS ● Salesforce Certified Administrator ● Salesforce Certified Associate ● The Fundamentals of DigitalMarketing- Google ● Excel Essentials for Reporting (D-brown Consulting, Certified)