MITCHELL EDORHE
Windsor,ON
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NTT BPO, Collabria Financial Services
11.2022 - Current
- Developed solid partnerships/rapport with clients, peers, escalation teams & management to facilitate service efficiency and productivity in order to achieve continued customer retention
- Ensuring top-flight quality assurance on all services rendered
- Ensuring client satisfaction that would avoid chur, lead to renewals, and thus provide consistent ARR (annual recurring revenue)
- Resolved customers' complaints and issues in a timely and efficient manner, utilizing customer relationship management skills to manage irate customers with various issues
- Actively spotting areas to maximize usage of services already purchased or to upsell and cross-sell based on client needs and best practices
- Consistently ranked in the top 10% of performers based on customer satisfaction scores, call handle time, and brand/sales target.
Relationship Manager
Keystone Bank Ltd
03.2021 - 06.2022
- Managed and led a diverse retail team of account managers in the business location to deliver top-notch customer service and ensure client retention
- Redesigned retail account acquisition process resulting in more than 150% increase in new retail clients under management from 2019 to 2022 while
- Working closely with several teams/touchpoints in the customer lifecycle to create the best experience for clients under my purview
- Collating and sharing customer feedback, overseeing escalations, and aligning product positioning to deliver outstanding customer experiences
- Converted 50% of all accounts into sales reference customers (surpassing team goals on a consistent basis YOY.)
- Conducting trials for new programs and training virtually and onsite to current and existing customers on new features, which are released at a rapid pace to ensure that customers begin to enjoy value as quickly as possible.
Management Consultant
Paramount Cities LLC
05.2021 - 01.2022
- Provided freelance management consulting services with the aim to create strategic relationships with key stakeholders in the Nigerian Real Estate/Urban Development Market, Venture Capitalist funding through companies such as PAC Capital Ltd, and Dammam Capital Middle East Investment, and led the preliminary talent acquisition process.
Relationship Manager
Keystone Bank Ltd
01.2019 - 06.2019
- Success, Portfolio Management) February, Successfully oversaw a $6M portfolio comprising 2000 retail clients producing approximately $1m in annual revenue and Increased the retail customer base including (SMEs and individuals) by 25% within a twelve-month period
- Achieved year-over-year growth from 2019 to 2022 across all KPIs by developing effective strategies for cross-selling Company products and services such as
- Identifying key staff in client companies to cultivate profitable relationships
- Carried out data analysis of weekly and monthly sales positions (Deposit, Risk Assets, Trade & Contingents, Retail Products) via excel and PowerPoint to enable key stakeholders to make well-informed decisions
- Responsible for conceptualizing and managing a diverse range of customer retention and initiatives leading to consistent customer satisfaction
- Developed a regional penetration plan and continually reviewed same by collecting and analyzing competitors' behaviors for optimal customer benefit
- Established and maintained a client pipeline by providing unparallel customer service and maintaining minimal turnaround time on customer conflict resolution and request delivery.
Customer Relations Analyst
Access Bank Plc
11.2017 - 10.2018
- Ensured client satisfaction that led to continued retention, renewal, and thus resulting in consistent ARR (annual recurring revenue)
- Oversaw end-to-end onboarding of new customers to ensure a smooth customer experience
- Provided reports analyzing customers and relative products they have to cross-sell old and new products effectively, this drove the business center to achieve second highest sales in the region with a 200% increase
- Exceeded various retail banking product sales targets by 100% by providing proactive and effective customer service
- Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 80
Customer Service Representative
NairaBet
06.2017 - 10.2017
- Improved the quality of the contact center by 3% by consistently providing outstanding customer service and constantly promoting the company's services & products
- Utilized Zendesk software for data entry for accuracy and quality control and developed macros to shorten the time spent replying to customers' queries
- Provided training & support to newly hired employees to ensure proper onboarding.
Education
Post Graduate Diploma - International Business Management
Cambrian College School of Business; Applied Arts And Technology
Greater Sudbury, ON01.2023
Bachelor of Science - Agricultural & Environmental Engineering
Federal University of Technology
Nigeria11.2015
Skills
- Product Marketing, Project Management, Data Analysis, Digital Marketing, Marketing Management, Customer success, Portfolio Management
- Analytical Tools Proficient: SQL,Microsoft Excel, Tableau, Salesforce, NPS/CSAT survey
- Digital/Presentation Tools Proficient: Microsoft PowerPoint, Canva, Adobe Photoshop
- Customer Relations
- Account Management
- Customer Retention
- Key Account Development
- Salesforce CRM Experience
- Customer portfolio management
- Banking
- Relationship building and management
- New business generation
- Strategic selling
- Risk management
- Product knowledge
- Written and verbal communication
Certification
SQL for Non-Programmers (LinkedIn Learning), Excel Essential Training Office 365/Microsoft 365 (LinkedIn Learning)
Volunteering
Volunteering: Research Assistant Eco Africa (2017)
Timeline
Customer Service Representative
NTT BPO, Collabria Financial Services
11.2022 - Current
Management Consultant
Paramount Cities LLC
05.2021 - 01.2022
Relationship Manager
Keystone Bank Ltd
03.2021 - 06.2022
Relationship Manager
Keystone Bank Ltd
01.2019 - 06.2019
Customer Relations Analyst
Access Bank Plc
11.2017 - 10.2018
Customer Service Representative
NairaBet
06.2017 - 10.2017
Post Graduate Diploma - International Business Management
Cambrian College School of Business; Applied Arts And Technology
Bachelor of Science - Agricultural & Environmental Engineering
Federal University of Technology
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