Chinwe Ihejirika
Customer Success Manager
Oakville,ON
Summary
Experienced Customer Success Manager bringing over 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Senior Customer Success Manager
EDF Energy
Exeter
12.2019 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Customer Success Manager
SouthWest Water
Exeter
11.2017 - 09.2019
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Success Manager
Access Bank Plc
Lagos
06.2015 - 06.2017
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
Relationship Manager
Diamond Bank Plc
Lagos
10.2011 - 05.2015
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Relationship Advisor
UBA Plc
Lagos
07.2005 - 10.2010
- Drove operational improvements which resulted in savings and improved profit margins.
- Led projects and analyzed data to identify opportunities for improvement.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed team communications and information for meetings.
- Exceeded goals through effective task prioritization and great work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Post-Degree Certificate - Advanced Human Resource Management
York University
Toronto, ON 08.2021 - 05.2022
MBA - Business Administration
University of Exeter
Exeter, United Kingdom 08.2010 - 08.2011
Skills
Business Development
Customer Relations
Revenue growth
Inter-department collaboration
Sales proficiency
Key accounts development
Staff mentoring & leadership
Client service optimization
Negotiation
Sales and marketing
Certification
Certified Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Post-Degree Certificate - Advanced Human Resource Management
York University
08.2021 - 05.2022
Senior Customer Success Manager
EDF Energy
12.2019 - Current
Senior Customer Success Manager
SouthWest Water
11.2017 - 09.2019
Customer Success Manager
Access Bank Plc
06.2015 - 06.2017
Relationship Manager
Diamond Bank Plc
10.2011 - 05.2015
MBA - Business Administration
University of Exeter
08.2010 - 08.2011
Relationship Advisor
UBA Plc
07.2005 - 10.2010