Bello Zainab

Zainab Bello - |-| Lagos, Nigeria PROFILE SUMMARY Customer Service Professional with extensive experience in customer success and support across banking, operations, and business development roles. Demonstrates a deep understanding of customer lifecycle management, conflict resolution, and personalized support strategies. Proven ability to enhance customer satisfaction, retention, and engagement through effective communication, proactive problem-solving, and data-driven insights. Skilled in cross-functional collaboration, process improvement, and performance metrics tracking to ensure exceptional service delivery and continuous improvement. Committed to fostering strong customer relationships and delivering tailored solutions that drive loyalty and long-term success. CORE COMPETENCIES • • • • • Customer Service Improvement Customer Insights & Analytics Customer Service Support Conflict & Issue Resolution Customer Acquisition Strategies • • • • • Personalized Customer Support Cross-Functional Collaboration Performance Metrics Tracking Documentation & Control Account Management • • • • • Complaint Relations Management Continuous Process Improvement Customer Lifecycle Management Stakeholder Engagement Planning & Scheduling SOFTWARE TOOLS • • • • • • Project Management: Jira, Trello, ClickUp, Asana Design and Collaboration: Whimsical, Google Suites, Microsoft Office, Dropbox Email Marketing and Automation: Lemlist, HubSpot, Zapier Customer Support and Communication: Freshdesk, Intercom, Slack Scheduling: Calendly, Picktime Review and Feedback: Yelp CUSTOMER SUPPORT TRAINING IT Support Program – Digital Witch Community May 2024 Completed a rigorous and comprehensive training program that provided essential skills and knowledge to excel in IT support and customer service roles. The training covered various relevant topics, including customer support, virtual assistant, lead generation, telemarketing, tech support, and customer relationship management skills. • Acquired in-depth knowledge and practical skills in IT support and developed advanced customer service management techniques, focusing on effective communication, conflict resolution, and enhancing customer satisfaction. • Gained hands-on experience through real-world scenarios and simulations, preparing for immediate application in a professional environment. • Equipped with relevant skills essential for managing IT support operations and delivering exceptional customer service in a dynamic work setting. PROFESSIONAL EXPERIENCE Business Development Manager – Wanb Integrated Services Limited | Lagos, Nigeria Feb. 2022 – Present • Increased overall sales revenue by 35% within the first 18 months by implementing targeted marketing strategies and expanding customer outreach through social media campaigns. • Established and nurtured key partnerships with 4 new agribusinesses and expanded market reach, leading to a 25% increase in customer base and access to new distribution channels. • Launched a new line of organic livestock products and redesigned the meat-sharing pricing structure, contributing to a 20% growth in products sold and attracting health- and safety-conscious consumers. • Executed a comprehensive customer acquisition and support strategy that acquired 50+ new customers from Instagram, WhatsApp, and Facebook in Q1 & Q2 2024 by keeping response time to customers under 3 minutes during business hours. • Achieved a 70% customer retention rate across 4 product lines despite numerous price updates caused by the current business climate by providing support and personalized service, ensuring ongoing client satisfaction and loyalty. • Designed marketing campaigns for festive events, leading to a 55% increase in livestock sales during Ramadan and Eid alAdha and boosting overall seasonal revenue. Operations Manager – Ramat Global Resources | Lagos, Nigeria Mar. 2020 – Jan. 2022 • Enhanced operational efficiency by implementing a streamlined logistics process, reducing delivery times to FMCG clients by 20% and cutting operational costs by 12%. • Managed the recruitment and staffing of over 70 casual workers, maintaining a high retention rate of 85% through practical training and development sessions. • Established rigorous quality control measures for imported and exported materials, reducing defect rates and ensuring compliance with industry standards. • Implemented an inventory management system that decreased stockouts by 40% and minimized excess inventory, resulting in significant cost savings. • Developed and tracked key performance metrics related to customer success and support, using data-driven insights to make informed decisions that improved overall service quality. • Facilitated cross-functional collaboration between logistics, sales, and customer service teams, enhancing overall operational cohesion and achieving a 10% increase in on-time deliveries. • Strengthened relationships with key suppliers and vendors, negotiating favorable terms and securing a 15% reduction in procurement costs for farm supplies. • Cultivated strong relationships with key FMCG clients through regular check-ins and personalized support, resulting in a 30% increase in client referrals. Consumer Banker – First City Monument Bank (FCMB) | Lagos, Nigeria Jan. 2016 – Feb. 2019 • Expanded customer portfolio by 25% through targeted outreach and personalized banking solutions, resulting in a significant increase in deposits and account openings. • Enhanced branch profitability by cross-selling various financial products and providing exceptional service and tailored financial advice, leading to high client retention and loyalty. • Implemented a proactive customer relationship management strategy, conducting regular follow-ups and financial checkins, which resulted in a 30% increase in customer engagement. • Achieved a high customer satisfaction rate by reducing the timeline for resolving customer complaints and providing timely customer feedback. • Influenced customers to adopt the bank's digital banking platforms, resulting in an increase in online and mobile banking usage among customers, according to surveys. • Streamlined the account opening process, reducing the average account creation time by 15% and ensuring a smooth and efficient experience for new customers. • Opened ~80 accounts new accounts monthly, driving customer growth and contributing to a diversified and stable deposit base with an average of 50 million naira in debit and credit monthly. OTHER PROFESSIONAL EXPERIENCE • Teacher (NYSC) – Seventh Day Adventist High School | Osun, Nigeria Dec. 2014 – Sept. 2015 EDUCATION • Bachelor of Science and Education in Economics Education (BSc.Ed) – University of Ilorin, Nigeria 2014 PROFESSIONAL CERTIFICATIONS • • • IT Support Program – Digital Witch Community Pivot to Product Management Program (PPM) – ProductDive Certificate Of Proficiency in Computer – Matric Computer Institute May 2024 May 2023 Nov. 2013