Christiana Allimson
Winnipeg,MB
Summary
- Versatile Customer Success Manager highly effective at persuasive communication and conflict resolution.
- Knowledgeable about quality assurance and training to support and set up teams for success.
- Friendly and outgoing with excellent presentation and interpersonal skills and ability to convey knowledge in clear and concise manner to end users.
- Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints.
- Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
- Client-centric approach focused on understanding and addressing needs to ensure their satisfaction.
- Proficient and comfortable in the use of the various Microsoft Office packages; Outlook, Word, OneNote, Excel, and PowerPoint, and Salesforce.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
Access Bank Plc
04.2019 - 03.2023
- Drove customer escalations to resolution by engaging directly with clients.
- Prepared monthly and quarterly documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Generated revenue by promoting license expansion and additional product for up-sell opportunities.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Provided training and product support for other members of sales team.
- Owned the customer implementation, adoption, and value of using Company Products
- Retained and renewed customer agreements to ensure ongoing business relationships.
- Coordinated and managed projects for clients, ensuring timely and successful delivery.
- Updated and maintained client documentation, ensuring accurate and organized records.
- Provided comprehensive training to clients on how to effectively use Company's products and services.
- Acted as the primary point of contact for client requests, addressing their needs and concerns promptly
- Ensured high levels of client satisfaction by delivering top-notch service and resolving issues effectively.
- Reviewed and reconciled monthly billings and invoices for accuracy and completeness.
- Led and facilitated monthly, quarterly, and yearly meetings with clients, fostering strong relationships and identifying growth opportunities.
Customer Success Manager
Diamond Bank Plc
06.2014 - 03.2019
- 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.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed successful negotiation of long-term contract renewals with customers
- Created customer support strategies to increase customer retention.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Customer Service Officer
Diamond Bank Plc
04.2007 - 06.2014
- Prepared monthly and quarterly documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Scheduled appointments with Principals and Superintendents to meet customer needs and resolve key concerns.
- Scheduled appointments with to meet customer needs and resolve key concerns.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Trained and mentored school employees to promote productivity and customer service.
- Documented account activities and generated progress reports.
- Provided training and product support for other members of sales team.
- Developed appropriate professional learning for multi levels of educators
- Developed and presented at regional and national conferences.
Education
Certificate - Business Analysis
IIBA
04.2023
Associate of The Chartered Institute of Bankers -
Chartered Institute of Bankers
07.2022
MBA - Business Administration
LAS University
05.2018
Skills
- Customer service
- Salesforce CRM Experience
- Supervision
- Critical thinking
- Reliable and trustworthy
- Multitasking
- Customer Insight
- Technical Integration
- Account Management
- Sales Proficiency
- Satisfaction Surveys
- Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Price is what you pay. Value is what you get.
Warren Buffett
Timeline
Customer Success Manager
Access Bank Plc
04.2019 - 03.2023
Customer Success Manager
Diamond Bank Plc
06.2014 - 03.2019
Customer Service Officer
Diamond Bank Plc
04.2007 - 06.2014
Certificate - Business Analysis
IIBA
Associate of The Chartered Institute of Bankers -
Chartered Institute of Bankers
MBA - Business Administration
LAS University
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