Experienced Customer Experience & BRM Professional

ANGELA FOWOKAN

Lekki, Lagos, Nigeria

+*** 805-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Results-driven Business Relationship & Customer Experience Manager with 11+ years of

experience driving customer acquisition, retention, and revenue growth. Proven track record in

relationship management, CRM optimization, SME engagement, and service excellence across

fast-paced, customer-centric environments. Adept at identifying growth opportunities,

onboarding and managing business clients, resolving escalations, and leveraging data insights to

improve performance.

CORE COMPETENCIES

• Business Relationship Management (BRM)

• Merchant Acquisition & Retention

• SME & Key Account Management

• CRM & Customer Lifecycle Management

• Sales Support & Cross-selling

• Customer Onboarding & Engagement

• Conflict Resolution & Escalation Management

• Data Analysis & Performance Metrics

• Service Delivery Optimization

• Stakeholder & Partner Management

PROFESSIONAL EXPERIENCE

Customer Experience / Relationship Manager

Perfect Royal J. Limited – Lekki, Lagos

2022 – Present - Manage end-to-end relationships with business customers, ensuring retention,

satisfaction, and long-term loyalty - Identify opportunities to grow accounts through proactive

engagement and service optimization - Prepare and analyze CRM reports to track customer

performance, complaints, and improvement areas - Resolve customer issues promptly using

structured follow-up and escalation processes - Support customer acquisition efforts and

nurture long-term partnerships

Customer Experience Manager

Mac-J Communications – Gbagada, Lagos

2018 – 2022 - Improved customer retention by monitoring feedback, service metrics, and

engagement trends - Supported sales growth by promoting relevant products during customer

interactions - Used customer insights and data to improve service delivery and operational

efficiency - Strengthened customer loyalty through consistent follow-up and issue resolution

Customer Success Officer

OVH Energy (Oando) – Port Harcourt, Rivers State

2014 – 2017 - Managed high-volume customer interactions across calls, emails, and digital

channels - Supported sales and marketing initiatives to drive customer growth and engagement

- Coordinated sales events and represented the business in stakeholder meetings - Managed

social media channels, increasing traffic and sales by 15% within 9 months - Prepared weekly

and monthly reports to track sales trends and customer behavior - Trained frontline teams on

customer service standards, policies, and compliance

CERTIFICATIONS

• CRM Certification – Great Learning Academy (2024)

• Product Management – Great Learning Academy (2023)

• Brand Management – Great Learning Academy (2023)

• Digital Marketing – Google Digital Garage (2023)

• Soft Skills Expert – Jobberman (2020)

• Customer Service & Tele-Sales Diploma (2013)

EDUCATION

Bachelor of Arts (English)

University of Port Harcourt, Rivers State

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