Customer Success Lead
Resume:
Pantograafstraat **, Amstersdam,
Netherlands.
**********@*****.***
EXPERTISE
Account Management
Customer Relationship
Management
Data Entry, Analysis and
Reporting
Onboarding and Implementation
Technical Support
Sales & Business Development
TECHINCAL SKILLS
Data Analysis: SQL & Excel
IT: Operating systems,
troubleshooting, escalation
CRM Tools: Salesforce
Remote work: G-Suite, Zoom &
Slack
SIJU AWOSILE
CUSTOMER SUCCESS & ACCOUNT
MANAGER - EMEA
PROFILE
"Recently relocated to The Netherlands after successful career in Customer Success and Account Management of 4+ years in the banking and FinTech sector within Africa.
Passionate about creating incredible client experiences and developing sustainable business growth in both scale-ups and larger organisations. Eager to work in an innovative and international environment that is customer-oriented and product-focused".
WORK EXPERIENCE
Sales & Customer Success Team Lead
FairMoney Microfinance Bank Mar. 2022 - Aug. 2022
Led a team of 10 specialists that built, nurtured strong relationships with customers, and served as their primary point of contact and ensured they maintained accurate records of customer interactions and sales activities in the CRM system (Salesforce)
Tracked individual and team performance metrics, such as call volume, conversion rates, revenue generated, and provided regular feedback and coaching to improve performance.
Improved agent's call metrics to at least 100 outbound calls daily and received 20 inbound calls and this increased revenue by 100%. Developed sales strategies, goals, and action plans for the team which led to increase in sales quota of 20 million by 50%.
Created lead generation tracks and worked with cross functional teams
(customer service, underwriting, media and marketing) Generated and analysed sales reports and data which provided insights to the sales manager regarding team performance, trends, customer feedbacks and areas for improvement
FairMoney is a leading FInTech mobile bank for emerging markets, with offices in Nigeria, India and Paris bringing financial inclusion to underbanked people in emerging markets.
Dutch Resident (No sponsorship
needed)
EDUCATION
LANGUAGES
OSUN STATE UNIVERSITY, 2014
English (Native Proficiency)
Dutch (Basic, A2)
Collected on accounts-in arrears by reaching out to customers via phone, email and negotiating payment arrangements which led to 25% increase in collections target
Collected and analysed financial data to identify potential risks and assess creditworthiness and develop collection strategies to mitigate losses due to non-performing loans
Collated credit reports on collections, identified trends and areas which led to improvement in customer satisfaction and 80% reduction in non- performing loans
Customer Service Specialist
Access Bank
Jan. 2020 - June 2021
Formulated and implemented collection strategies that significantly increased the success rate of collecting outstanding payments by 100% Prepared customer engagement and feedback analysis, to determine customer transaction patterns and behaviours, identified unmet needs, informed actionable digital products and sales tactics to achieve growth, retention, and cross-sell of digital products and services Co-ordinated regular review of customer accounts to identify potential delinquencies and advised strategies to prevent future delinquencies Access bank is a leading African commercial bank with a valuation of with a valuation of USD$242 million:
Customer Success Agent
Access Bank May 2018- Jan. 2020
Managed over a 100 outbound customer interactions daily, via phone, email, and chat, resolving customer queries and complaints in a timely and efficient manner
Achieved and exceeded KPIs, including a 15% increase in customer satisfaction rating and a 20% reduction in the average 9me to resolve customer queries
Collaborated with cross-functional teams to improve and consolidate end-to- end service processes; restructured communication flow among departments and cut down paperwork by 75%.
Consistently exceeded customer satisfaction targets, earning recognition from both customers and management with a 'Customer Whisperer' award Bachelor of Banking and Finance
CERTIFICATIONS
Google IT Support Professional
Certificate (Technical Support,
System Admin and IT
Infrastructure, IT Security) - 2022-
2023
Professional Conducts and Ethics
Certification - CIBN - 2020
Data Protection and Privacy
Compliance Program - DataPro -
2021
Global AML for Nigeria - Banker’s
Academy - 2021
Learning Secure Payments and
PCI - LinkedIn - 2023
Customer Advocacy- LinkedIn -
2023
VOLUNTEER WORK
Fempower Africa: 2018 — 2020
Fempower Africa is a social
enterprise & not-for-profit that seeks
to train, teach and equip women in
Africa with technology, leadership
and entrepreneurship skills.
June 2021 - Mar. 2022
Account Manager (Credit Risk)
FairMoney Microfinance Bank
Fempower Africa is a social enterprise & not-for-profit that seeks to train, teach and equip women in Africa with technology, leadership and entrepreneurship skills.
Events & Logistics Coordinator
FemPower Africa
May 2018- Jan. 2020
Coordinated event logistics, including venue selection, equipment rental, and catering arrangements.
Created and managed event timelines, ensuring all tasks and deadlines are met.
Arranged transportation and accommodation for speakers, guests, and participants as necessary.
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