Adedeji Zainab
EMEA
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www.linkedin.com/in/adedeji-zainab
Customer service professional with 10+ years of competence in the financial and contact service centers, giving every customer the best possible experience whilst following established processes and guidelines by using my excellent personal, communication and organizational skills to achieve personal and team targets.
Experience
Customer Success Lead/Marble Advisory Limited, Lagos, Nigeria
april 2023 – present
Reviewed, updated, and revised company customer engagement policies to ensure compliance with company and Central Bank regulations.
Raised customer retention rates by over 10%, achieving greater than 90% customer retention.
Developed Failure Mode Analysis and Repeat patronage systems to successfully increase client engagement and meet vulnerable customer care action requirements.
Led the analytics team to build and deploy a dedicated product centric customer feedback website which increased year-over-year retention by 14%.
Customer Relationship Executive/Jaiz Bank Plc, Nigeria
February 2020 – February 2021
Managed customer banking relationships, resulting in 80% customer retention.
Provided credit advisory services and recommendedS products that met clients’ needs and financial goals.
Achieved a 15% growth in asset portfolio within the first quarter by sourcing new business opportunities proactively.
Customer Relationship Executive/Stanbic IBTC Bank, Nigeria
SEPTEMBER 2018 – JULY 2019
Executed targeted marketing strategies, to source and attract new clients and fostered strong relationships resulting in 20% increase in the branch customer base and a 2% increase in profitability over 6 months.
Conducted comprehensive financial analysis of business enterprises and corporations to identify areas of improvement, leading to an average monthly influx of $50,000.
Customer Relationship Executive/Guaranty Trust Bank, Nigeria
JANUARY 2014 – SEPTEMBER 2018
Implemented effective sales strategies, increasing customer base by 40% through successful lead generation and conversion.
Customer Service Advisor /Ison BPO, Nigeria
SEPTEMBER 2012 – OCTOBER 2013
Maintained accurate customer records in the CRM tool.
Escalated customer issues and stayed up to date with tickets to achieve customer satisfaction.
Handled inbound and made outbound calls, providing solutions to customers’ queries and improving customer experience and retention rate.
Skills
Technical: Microsoft Office, Jira service desk, Live chat, Slack
Soft Skills: Good communication, Team player, Excellent time management, Conflict Management, Data analytics
Education
may 2010
Bachelor of Technology Pure and Applied Chemistry/LAUTECH, Oyo State, Nigeria
Activities
Literature • Environmental conservation • Travel
