SHINGAI R. MAKANDE

• Develop and implement customer engagement strategies to enhance loyalty and retention, ensuring a positive customer experience across all touchpoints.
• Manage and train subordinates on work procedures, ensuring adherence to company standards and timely completion of tasks to maintain operational efficiency and high service quality.
• Reduced average call handle time without sacrificing quality of service by employing effective problem-solving techniques.
• Conducted regular account reviews, identifying potential problems and proactively addressing them to prevent escalation.
• Improved customer satisfaction by efficiently addressing and resolving account issues.
• Provided expert guidance on product usage, troubleshooting steps, billing inquiries, and other related topics for a seamless customer experience.
• Increased upselling success by identifying customer needs and recommending appropriate products or services.
• Enhanced client retention by providing personalized support and tailored solutions.
• Collaborate with marketing and sales teams to develop promotional materials, campaigns, and strategies that align with customer feedback and market trends.
• Conduct market research to gather insights on customer needs and preferences, and analyze data to inform marketing strategies and improve service offerings.
• Act as a brand ambassador by maintaining a deep understanding of the company's products and services, and effectively communicating their value to customers.
• Lead community outreach initiatives to build strong relationships with local organizations and customers, providing support and resources to enhance community well-being and brand reputation.
• Initiated process improvements that led to increased efficiency in handling customer inquiries and concerns.
• Earned recognition as a top performer within the team, consistently meeting or exceeding individual and team targets.
• Developed expertise in company products and services, allowing for confident and knowledgeable handling of client inquiries and concerns.

Company Overview: Marketing Agency

• Managed a portfolio of high-value clients, acting as their primary point of contact and building long-lasting relationships.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Delivered strategic insights based on market research and client feedback, resulting in increased client retention and satisfaction.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Streamlined communication between clients and internal teams, improving overall project management efficiency.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
• Established clear communication channels between clients and internal teams, ensuring seamless project execution.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Actively participated in networking events within the industry, expanding professional connections and generating leads.

• Assisted in the planning and execution of marketing campaigns, ensuring deadlines were met and resources were effectively allocated.
• Managed workflow between staff, coordinating documents, and creative material distribution.
• Supported sales team efforts by creating persuasive sales collateral that clearly communicated product benefits.
• Used online and offline marketing to generate leads, increase visibility and drive sales growth.
• Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
• Developed and executed marketing plans for trade shows and other events to increase brand awareness.
• Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
• Improved website traffic with the implementation of SEO best practices and keyword research.
• Enhanced online presence, updating website content and SEO practices to improve search engine rankings.
• Coordinated events, promotional activities, and social media initiatives, contributing to a 15% increase in engagement.
• Managed cross-functional communication, liaising with sales, creative, and external vendors to ensure seamless project delivery.
• Prepared reports and presentations to track marketing performance and provide actionable insights for future initiatives.