Customer Success Engagement

Dynamic and results-oriented Customer Success Leader with over 6 years of experience in customer

engagement, collections, and sales. Proficient in using advanced CRM tools (Salesforce, Metabase, SQL) to enhance operational efficiency and customer satisfaction. Adept at leading cross-functional teams, driving performance improvements, and implementing data-driven strategies to achieve measurable outcomes, including a 95% customer satisfaction rate and a 20% increase in recovery success. Passionate about fostering collaboration, mentoring teams, and optimizing customer-focused processes. Strategic Planning & Leadership

Customer Engagement Optimization

Communication & Interpersonal Skills

Empathy and Active listening

Strategic Leadership & Team Management

Training & Development

Regulatory Compliance & Risk Management

CRM Tools (Salesforce, Tiphone, Leadsquare)

Fair Money Micro Finance Bank, Lagos, Nigeria.

Senior Collections Specialist

As a Senior Collections Specialist, worked collaboratively with the Customer Experience and Collections teams to improve service quality and ensure compliance with regulatory standards. Took a lead role in overseeing customer interactions related to collections, with a focus on achieving high rates of recovery, reducing delinquency, and enhancing customer satisfaction. Accomplishments:

Improved repayment rates by 25% through targeted outreach and enhanced client communication strategies.

Designed a feedback system to address service gaps, boosting customer retention and satisfaction.

Mentored team members on customer engagement techniques, leading to a 30% increase in team productivity.

Supported the training of team members in quality assurance and customer engagement techniques, contributing to a positive team culture. Contributed to initiatives focused on enhancing customer retention and satisfaction, leading to improved feedback and repeat business.

Achieved recognition as Employee of the Month twice for exceptional performance and commitment to service standards.

September 2023 - Present

CUSTOMER SUCCESS LEAD TEAM MANAGEMENT EXPERT

************@*****.*** +234**********/+234********** linkedin.com/in/johnson-ifeta No 17, Harmony Crescent, Lagos State, Nigeria.

JOHNSON MIMUDIARE I FETA

PROFESSIONAL EXPERIENCE

STRENGTHS AND EXPERTISE

EDUCATION

Bachelor of Science: Applied Mathematics

Institution: University of Benin, Benin City, Edo State, Nigeria Personal Project: Modeling And Analyzing the Effect of Thermal Radiation on a Steroid Artery. Graduation Year: 2016

Unite Kare Limited, Lagos State, Nigeria

Team Lead (Collection Specialist)

February 2020 – August 2023

References are available on request.

Led daily operations within the Collections department, ensuring that overdue accounts were managed effectively and that client issues related to collections were promptly addressed. Played a key role in improving team performance, enhancing customer satisfaction, and maintaining high standards through continuous training and quality monitoring. Accomplishments:

Supervised a team of 25 collection agents, providing guidance and support to ensure high-quality interactions and effective resolution of payment-related issues. Developed and implemented training programs to improve the team's knowledge of collection strategies, customer engagement protocols, and regulatory compliance, resulting in a 20% increase in successful recovery rates.

Monitored and evaluated team performance through regular audits, identifying areas for improvement and taking corrective actions to maintain service standards. Enhanced the collections process by streamlining follow-up procedures, resulting in a 95% customer satisfaction rate through consistent, positive interactions across all channels. CERTIFICATIONS

Certified Credit and Collections Professional (CCCP) Customer Relationship Management (CRM) Certification Certified Customer Service Professional (CCSP)

Digital Marketing Certification

Conflict Resolution and Mediation Certification

Financial Risk Management (FRM) Certification

Leadership and Team Building Certification

Rock Financial Ltd., Lagos State, Nigeria October 2018 – January 2020 Team Lead (Customer Service)

Led efforts within the Customer Service department to enhance client engagement, streamline operations, and support effective internal processes. Played a key role in fostering communication and driving customer-focused initiatives to improve overall service quality. Coordinated and documented customer engagement initiatives, boosting awareness and participation in service offerings by over 30%.

Improved department efficiency by organizing and maintaining records, tracking service timelines, and ensuring timely completion of customer service tasks. Facilitated effective communication between the Customer Service department and external stakeholders, resulting in smoother project coordination and faster issue resolution. Supported the preparation of reports and presentations, contributing to clear and concise updates for management and aiding in successful customer service briefings. Accomplishments:

Member, Teens Meet Online (TMO)

Volunteer, Lend a Hand of Hope Support Initiative (Non-Profit Organization) Volunteer, Lagos Foodbank Initiative

VOLUNTEERING

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