ALAGALA RITA BRENDA
Seaside Estate Badore, Ajah Lagos Nigeria
Lagos
Phone:-
Email:-
I'm a certified Customer Service Manager and Sales Support professional with over eight years of solid experience in the telecommunications, iGaming, and real estate industries. Throughout my career, I've focused on making sure customers have great experiences and providing the strong support that helps sales teams succeed. I'm really looking forward to the opportunity to use my skills and experience to make a real difference in your organization.
SKILLS
CRM Proficient (Salesforce, Zendesk ,Hubspot, Zoho, Microsoft Teams, Google Suite etc)
Scheduling and Coordination
Process Improvement
Record Keeping and Documentation
Customer Relationship Management (CRM)
Problem Solving and Conflict Resolution
Communication (Written and Verbal)
Client Retention
Service Optimization
Office Management
Data Entry and Analysis
Report Generation
Budget Management
Vendor relations.
Team Leadership
Communication and Collaboration
Problem-Solving
Decision making.
Training and mentoring.
Attention to detail.
Quality control.
EMPLOYMENT HISTORY
CUSTOMER SERVICE MANAGER
CAVALLI BUSINESS AND INVESTMENT GROUP
NOV. 2024 - MARCH 2025
Spent a significant amount of time writing detailed and personalized emails to clients, clearly explaining everything from property details to contract terms and offering reassurance throughout their purchase.
Managed the client inbox, ensuring all inquiries were answered promptly and every interaction was tracked carefully so nothing was missed.
Took ownership of the client newsletters, gathering updates on construction, amenities, and market trends and turning them into engaging and easy-to-read content.
Regularly communicated payment updates to clients, ensuring they knew what was due and when, and addressed any questions or concerns related to their installments.
Handled the scheduling and preparation for both virtual and in-person client meetings, ensuring they ran smoothly, taking notes, answering questions, and keeping discussions focused while making sure everyone felt heard.
Focused on developing strong connections with clients, making them feel like valued members of the community through consistent follow-ups, check-ins, and readily available support.
CUSTOMER SERVICE MANAGER, VIP SEGMENT (CONTACT CENTRE)
NAIRABET(IGaming) NIGERIA.
LAGOS NIGERIA
JAN 1ST 2024 – Oct 2024
Cultivated and maintained exceptional, personalized relationships with our VIP clientele, acting as their dedicated point of contact to ensure their unique needs were not just met, but anticipated and exceeded, fostering long-term loyalty.
Managed the daily flow of customer interactions across various channels (phone, email, chat, potentially social media), ensuring consistent, high-quality support delivery that aligned with global service standards and brand reputation.
Regularly monitored and coached contact centre agents to ensure they consistently delivered exceptional customer service, met performance targets, and adhered to established quality standards and compliance protocols.
Contributed to the development and execution of customer support strategies aligned with overall business objectives, including initiatives for improving customer satisfaction, retention, and advocacy on a global scale.
Served as a point of escalation for complex or sensitive customer issues, leveraging problem-solving skills and cross-functional collaboration to achieve timely and satisfactory resolutions, protecting the customer experience and brand integrity.
Contributed to the development and maintenance of a comprehensive knowledge base and internal resources to empower agents with the information needed to effectively support a diverse, international customer base.
Actively gathered and analyzed customer feedback from various sources (surveys, interactions, social listening) to identify trends, pain points, and opportunities for service improvement across different regions and customer segments.
Identified areas for improvement in customer support processes and collaborated with relevant teams to implement standardized procedures and best practices that enhance efficiency and consistency on a global level.
Worked closely with sales, marketing, product, and technical teams across different geographical locations to ensure a seamless and integrated customer experience throughout the customer journey.
Ensured all customer support activities and processes adhered to relevant global and local regulations, data privacy policies, and company compliance standards.
Generated regular reports on key customer support metrics, providing insights into team performance, customer satisfaction trends, and areas for strategic focus to senior leadership.
Effectively communicated changes in policies, procedures, or product updates to the customer support team, ensuring they were well-informed and equipped to address customer inquiries accurately.
Managed allocated budgets for customer support operations effectively, ensuring resources were utilized efficiently to maximize service quality and achieve performance goals.
Client Acquisition and Engagement Manager
EXEMPLAR PROJECTS GROUP, Brisbane Australia. SWAVE Errand Market (Contract, Remote)
Jan 2023 - June 2023
Generate leads through various channels, including online advertising, partnerships, and networking.
Develop persuasive sales presentations and proposals to pitch the value proposition of our errand platform.
Develop and implement strategies to enhance client engagement and satisfaction.
Build and maintain strong relationships with key clients, ensuring their needs are met and expectations are exceeded.
Serve as the main point of contact for client inquiries, feedback, and escalations.
Conduct regular client meetings, business reviews, and performance evaluations.
Identify opportunities for upselling and cross-selling our additional services to existing clients.
Collaborate with the marketing team to develop campaigns and promotional materials to attract clients.
Utilize digital marketing channels, such as social media, email marketing, and content marketing, to drive client acquisition and engagement.
Enterprise Solutions Unit Customer Experience/Technical Support Partner
MTN NIGERIA (Ikoyi, Lagos State), Nigeria
Dec. 2007-Feb 2015
Proficient Customer Sales Support Management: Skillfully managed escalated customer calls, queries, and complaints, strictly following MTN guidelines. Collaborated seamlessly with support groups and vendors for swift issue resolution, consistently maintaining high levels of customer satisfaction.
Enhanced Support Processes: Optimized customer support processes through the introduction of efficient ticketing systems, resulting in an impressive 30% reduction in average ticket resolution time.
Continuous Feedback and Improvement: Conducted regular customer satisfaction surveys and feedback sessions, consistently achieving an impressive 95% satisfaction rate. Acted on valuable feedback to drive improvements, enriching the overall customer experience and fostering brand loyalty.
Data-Driven Excellence: Maintained meticulous records of customer interactions, feedback, and provided solutions. Leveraged this data for insightful analysis, continuously enhancing customer support processes and effectively addressing recurring issues.
Proactive Customer Engagement: Achieved a remarkable 20% increase in customer retention within a mere six months by implementing proactive customer engagement strategies
Team Leadership: Lead and guide my team, fostering a collaborative approach to develop client engagement strategies whilst ensuring efficiency and effectiveness.
CERTIFICATION & TRAININGS
CIPM (in view) 2026
Fundamentals of Human Resource Management,
Coursera (West Virginia University)
Jan 2025
Account Management & Sales Force Design, Coursera (West Virginia University)
October 2021
Jobberman Soft-Skills Training, Jobberman Nigeria
August 2020
Design Thinking to address Challenges posed by Covid 19, Cartedo
June 2020
Customer Service Professional, The Association of Business Practitioners U.K
October 2010
EDUCATION
Bachelor of Science: Library Science, Delta State University Abraka, Delta State
January-
