Afafa Imanke
Oakville,ON
Overview
2
2
years of professional experience
Work History
Director of Customer Success
Elite CEOs & Elite Closers
12.2023 - 01.2025
- Led documentation efforts to create comprehensive playbooks and SOPs, ensuring a consistent and scalable onboarding experience.
- Built and nurtured strong client relationships, ensuring consistent communication, and offering tailored solutions to meet client goals and objectives, resulting in a 75% increase in overall client satisfaction.
- Developed and executed retention strategies that increased client retention by 26% over an 8-month period, by identifying at-risk accounts and implementing proactive engagement plans.
- Delivered data-driven insights and reporting to clients, helping them leverage key performance metrics to optimize their operations, and achieve measurable success.
- Partnered with leadership to scale onboarding operations by building repeatable, efficient systems.
- Diagnosed workflow bottlenecks with GoHighLevel, and implemented new procedures to increase communication and consistency.
- Acted as the primary point of contact for escalated issues, working cross-functionally with internal teams to resolve complex challenges, and maintain client satisfaction.
Customer Success Manager
Elite CEOs & Elite Closers
06.2023 - 12.2023
- Managed customer onboarding processes to ensure smooth transitions for new clients.
- Maintained CRM system to track customer interactions and service requests.
- Organized webinars and workshops to educate clients on product features and benefits.
- Identify opportunities to enhance client value through upselling and cross-selling of our solutions.
- Managed 80 client accounts and conducted daily 1-1 calls to improve processes and retention.
People Operations Manager
Elite CEOs & Elite Closers
03.2023 - 06.2023
- Managed onboarding, hiring, and communication for applicants across three countries through market research.
- Designed and executed customized onboarding plans tailored to each client's unique needs and requirements.
- Studied past and current data to understand recruitment trends in order to increase retention by 15%.
- Developed and implemented training programs for staff development and engagement.
Education
Bachelor of Science - Business Administration And Management
University of Houston
Houston, TX05-2022
Skills
- Problem solving
- Detail-oriented
- Microsoft Office
- Organization
- Teamwork
- Decision-making
- Risk management
- Retention strategies
- CRM utilization
- Account management
Timeline
Director of Customer Success
Elite CEOs & Elite Closers
12.2023 - 01.2025
Customer Success Manager
Elite CEOs & Elite Closers
06.2023 - 12.2023
People Operations Manager
Elite CEOs & Elite Closers
03.2023 - 06.2023
Bachelor of Science - Business Administration And Management
University of Houston
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