Nnamdi Ajemba

 NNAMDI IFEANYI AJEMBA - | - | Enugu, Nigeria | linkediln: PROFESSIONAL SUMMARY An unapologetic, customer-centric, results-driven Customer Experience Optimiser with over 25 years of experience providing exceptional customer service deliveries across multiple industries including banking, FMCG, hospitality, and finance. I have a strong background in business development, customer engagement, and digital marketing. I am adept at building strong relationships, resolving customer inquiries, and driving satisfaction through timely and effective solutions. I am well known for exceeding customer expectations, with a continuous desire for improvements and learning. I excel in resolving customer issues efficiently and maintaining high service standards. AREAS OF EXPERTISE Multichannel Customer Support & Experience Optimization Sales Development & Lead Generation: Cold calling, email campaigns, social media engagement, video outreach Prospecting & Outreach Strategies Pipeline Management Data Entry processing & Troubleshooting Telephone/Email/Social Media handling Customer Centric-Communication, Follow-up, Onboarding, & Retention Strategies Opportunity Identification, Cross-Selling, Up-Selling & Renewal Management Tech-Savvy & Adaptability: Comfortable using sales tools, and technology, and adapting to new trends and systems Leadership, Strategic Team Collaboration & Cross-Functional Support Excellent Communication Skills (Oral & Written) PROFESSIONAL EXPERIENCE Business Coordinator - Kayz Consortium January 2022 - Present Built and maintained strong relationships with clients, acting as the first point of contact achieving a 92% customer satisfaction rating by resolving 95% of inquiries on the first attempt. Provided proactive support to over 100 daily client interactions via email, phone, chat, and social media, resolving issues and ensuring high satisfaction. Successfully managed over 60 daily inbound and outbound calls, providing tailored solutions to customers and building long-term relationships. Spearheaded outreach and customer engagement strategies, leading to a 50% customer base expansion and 110% revenue growth within the first year. Delivered training sessions to ensure customers effectively understood and utilized our products/services/platforms. Designed and executed marketing campaigns, driving prospect interest and securing new business. Managed customer relationships across the entire post-sales lifecycle, ensuring continuous engagement and retention through regular check-ins, feedback loops, and proactive support. Lead Partner - Dajembaz Enterprise July 2019 - Present Acted as the first point of contact, handling over 100 daily customer interactions across phone, email, and live chat, maintaining professionalism. Drove product adoption by developing tailored onboarding plans, offering training sessions, and advocating for new feature utilization achieving a 98% satisfaction rating within the first three months. Collected and analyzed customer feedback to improve service offerings and promptly resolved customer inquiries and issues, achieving an overall 95% customer satisfaction rate. Managed and tracked sales pipeline, ensuring accurate data entry into CRM for seamless lead management and follow-up. On-boarded and trained 8 new staff, streamlining HR-related processes. Enhanced the customer experience by analyzing feedback and implementing improvements, leading to a 25% increase in satisfaction ratings within 3 months. Designed and implemented customer training programs that increased adoption rates by 35%, leveraging a mix of one-on-one implementation workshops and self-paced learning resources. Identified up-sell opportunities, resulting in a 210% increase in revenue over 18 months. Small Business Group Team Lead - Polaris Bank Limited September 2015 - July 2019 Led a high-performing sales team that drove customer acquisition, retention, and relationship management, achieving a 25% year-on-year growth rate in portfolio size, achieving 100% of assigned targets, and securing top team performance for four consecutive years. Conducted research & analysis to identify new opportunities, successfully driving a 105% increase in branch liability volumes to over $1.05m, and branch assets to over $0.45m, demonstrating strong financial acumen and strategic planning. Managed outreach campaigns to attract high-value clients, achieving substantial increases in branch liability volumes and assets. Conducted regular business reviews of key accounts, identifying growth areas and aligning customers' objectives with new product functionalities. Managed diverse client portfolios, consistently delivering exceptional customer experiences and achieving outstanding 95.5% service ratings. Effectively oversaw over 50 daily client interactions, fostering strong, long-lasting connections through personalized support and proactive issue resolution. Business Relationship Manager - Skye Bank PLC August 2008 - September 2015 Spearheaded client acquisition and retention strategies, expanding the client base by 25% and achieving 30% revenue growth. Collaborated with internal teams to streamline sales processes and ensure smooth onboarding for new clients ensuring they understood the features and benefits of the bank’s offerings. Utilized CRM systems to track leads, manage sales pipelines, and measure sales performance. Achieved a customer experience rating of 80% and secured a promotion based on outstanding business development and customer service management. Delivered 95% customer satisfaction by resolving issues promptly and following up on escalated concerns, ensuring high customer retention. Customer Experience Manager - Just Farms & Restaurant Limited January 2006 - August 2008 Oversaw the transformation of the restaurant division into a profitable entity within six months by enhancing service operations and client relations. Resolved over 100 customer inquiries daily, driving a 50% increase in customer base through proactive outreach and engagement. Handled customer feedback processes to improve satisfaction, achieving a 95% satisfaction rate. Championed quality assurance initiatives that significantly reduced customer complaints by 25%, reduced response times by 50%, and improved resolution rates and service levels across all touchpoints. EDUCATION Bachelor of Science in Economics - Nnamdi Azikiwe University, Awka, Nigeria CERTIFICATIONS Market Research & Consumer Insights (Coursera Business Analysis & Project Management (Coursera) CRM Strategies for B2B (LinkedIn Learning) Advanced Writing Skills (Braincraft) Service Recovery Program (SIT - Loyalty for Life) Proficiency in Microsoft Office Suites (MBNET) Comprehensive Banking Program (FITC) KEY STRENGTHS Strategic Thinker: Positive and proactive problem solver, who blends short-term execution with long-term vision. High Customer Satisfaction scores and experience maintaining QA standards. Autonomous Decision-Maker: Embracing freedom and responsibility to make informed choices. Ability to work optimally with minimum supervision. Perfectionist Mindset: Driven by an intrinsic passion for excellence. Self-Motivation & Discipline. Always fall in love with my job. Remote Work Maverick: Balancing freedom and discipline in virtual environments with remote work tools. Open Communicator: Giving and receiving constructive feedback and recognition with humility. Strong communication skills for liaising with diverse stakeholders. Resilient Leader: Demonstrating grit, persistence, and determination in the face of challenges. Customer-Centric Mindset: Unwavering commitment to providing exceptional service and ensuring customer satisfaction. Excellent oral and written communication. CORE VALUES Meticulous Excellence: Dedicated to accuracy and exceptional results. Continuous Growth: Committed to continuous self-improvement through lifelong learning and development. Make It Happen: Act with urgency and decisiveness, prioritizing meaningful impact.