Summary
Overview
Work History
Education
Skills
Timeline
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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, Canada

Skills

  • 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

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Catherine Ogedegbe