NKEM OFFIAH

• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication, and achieving a 97% resolution rate on first contact.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes, maximizing productivity and client satisfaction.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Enhanced customer satisfaction scores by 15% by implementing improved follow-up procedures and personalized service success strategies for key accounts.
• Leveraged data and analytics with the use of HubSpot to make informed decisions and drive business improvements including a 10% reduction in response time.

• Developed and executed comprehensive customer success plans, resulting in a 15% increase in customer satisfaction and a 10% expansion of client accounts
• Led a team of 4 customer success specialists, implementing training programs that contributed to a 20% improvement in team productivity.
• Assisted in the creation of knowledge base sales articles and support documentation to effectively communicate product benefits to potential clients, reducing the volume of repetitive inquiries by 25%.
• Introduced and implemented new CRM system (HubSpot) for better customer tracking and follow-up capabilities, leading to a 30% increase in first-call resolution rates
• Collaborated with sales teams to identify opportunities based on customer insights, up-sell products, and exceed targets.

• Successfully coordinated and executed office relocation, minimizing downtime and ensuring a smooth transition for employees.
• Spearheaded initiatives to streamline administrative processes, resulting in a 20% increase in overall office efficiency.
• Collaborated with various departments to streamline inter-departmental communication, resulting in a 15% improvement in overall organizational communication.
• Implemented cost-saving measures, reducing operational expenses by 15% without compromising the quality of services.
• Negotiated contracts with vendors, achieving a 10% cost reduction for office supplies and services.

• Implemented an inventory tracking system, reducing waste and ensuring optimal

stock levels, resulting in a 25% decrease in inventory-related issues.

• Developed and implemented a comprehensive onboarding program, improving new

hire assimilation and reducing training time by 30%.

• Oversaw office facilities, ensuring a safe and productive work environment, leading

to a 20% reduction in workplace incidents.

• Managed office budgets, identifying cost-saving opportunities and reducing

expenses by 12%.

• Facilitated travel arrangements for executives and staff, optimizing travel expenses

and improving overall travel efficiency.