Catherine Ogedegbe
Summary
Goal - oriented and dedicated Client Success Manager skilled in fostering customer loyalty and ensuring retention through proactive, hands-on approaches. Proficient in delivering exceptional customer experiences as primary liaison and company representative.
Overview
9
9
years of professional experience
Work History
Account Administrator (Commercial Property)
HUB International
09.2023 - Current
- Tracked customer issues and enhancement requests while working cross-functionally with the marketing, sales, and product teams to proactively identify opportunities to engage with customers, increase sales and ensure client satisfaction
- Created, tracked, and analyzed KPIs to measure customer experience, behavior, and brand awareness
- Built and maintained professional relationships with clients, staff, developers, brokers, partners, and industry stakeholders to support business initiatives and ensure optimum productivity
- Oversaw account transitions during mergers or acquisitions, ensuring seamless integration into existing systems without disruption to client services.
- Streamlined account management processes by implementing efficient organizational systems.
Banking Success Specialist
Majorel Canada
05.2021 - 09.2023
- Collaborated with Managers and IT specialists while closely monitored key customers account information and money transaction/transfer services to improve operational efficiency
- Streamlined process improvement and quality control incentives, thereby exceeding the company's KPI target, including a 25% increase in customer satisfaction score
- Developed strong client relationships through consistent communication and attentive service.
- Created reports and documentations for upper management and collaborated with various stakeholder groups to ensure business and technology alignment
- Followed all company policies and procedures to deliver quality work.
Order Manager
Amazon Canada
09.2018 - 10.2020
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Facilitated cross-functional alignment on both strategy and execution and proffered market insights into emerging trends
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Contributed to business growth by suggesting improvements for the order management system, ensuring scalability and adaptability to evolving market demands.
- Optimized resource allocation by analyzing workload distribution among team members periodically for efficient workforce utilization.
Client Success Manager
Ascentech Limited Services
10.2015 - 08.2018
- Partnered with clients to inform, develop, and deploy the best solutions for solving their business, technical, and operational challenges for optimum profitability
- Responsible for identifying and driving new opportunities including cross-selling and upselling to expand commercial relationship with clients and grow the company's revenue
- Tracked and reported on assigned customer success management related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
- Monitored product adoption and engagement and facilitated opportunities for deeper engagement as well as identifying any risks to the Customer's stated business goals
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
Education
Bachelor of Commerce - Business Management
University of Guelph
Ontario, CanadaSkills
- Business Process Modelling & Improvement
- Lead generation & Team building
- Communication and Stakeholder management
- Proficient in MS Suites, G Suites
- Data Analytics
- Business Analytics
- Client Engagement
- Customer Retention
Timeline
Account Administrator (Commercial Property)
HUB International
09.2023 - Current
Banking Success Specialist
Majorel Canada
05.2021 - 09.2023
Order Manager
Amazon Canada
09.2018 - 10.2020
Client Success Manager
Ascentech Limited Services
10.2015 - 08.2018
Bachelor of Commerce - Business Management
University of Guelph