Moyosore Shokunbi
Kitchener,Canada
Summary
Results-driven Client Success Manager with over 4 years of experience enhancing customer loyalty and retention through proactive strategies and exceptional service. Proven track record of driving revenue growth, expanding market share, and cultivating profitable account bases across diverse industries. Expertise in building high-performing teams dedicated to exceeding business objectives while ensuring compliance with policies and service standards. Committed to delivering top-quality products and services that consistently elevate the client experience.
Overview
10
10
years of professional experience
Work History
Client Success Manager
Q4 Inc - Remote
02.2022 - 12.2023
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Proficient in the use of Customer Success applications such Salesforce and Totango.
- Amassed sales of about $68,000 in revenue, in a single quarter.
Customer Success Advocate
Splunk Inc - Remote
09.2020 - 10.2022
- Managed a book of about 100 accounts to efficiently drive adoption and retention.
- Identified prospects and cross-sold products to customers.
- Followed up with clients regarding digitally delivered content for best practices.
- Pulled in a SME (Subject Matter Expert) to support adoption.
- Utilized customer success software to manage interactions and track customer satisfaction.
Customer Service Representative
Manulife Bank
02.2020 - 07.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Received inbound calls, and made outbound calls, attending to customer inquiries and resolving customer issues.
Customer Service Associate
Stanbic IBTC Insurance LTD
11.2013 - 12.2019
- Managed and coordinated all aspects of the customers' financial relationship such as financial planning, credit, deposits, small business products, investment and insurance products.
- Delivered personalized products/services recommendations and worked with the customer to implement financial plans.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided training and support to new associates to help provide high-quality customer service.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
Education
International Business
Southern New Hamshire University
USA - OnlineDiploma - Cyber Security
Lighthouse Labs
Canada - Online06.2024
Certificate - Introduction to Cyber Security
University Of Central Florida
USA - Online02.2024
Post-Graduate Diploma - Business Systems Analysis & Project Management
Canadian College Of Business, Science & Technology
Canada - Online08.2023
Business Administration - undefined
Wisconsin International University Ukraine
Ukraine06.2011
Diploma - Russian Language
Lugansk National Agrarian University
Ukraine06.2009
Skills
- Problem Solving
- Upselling
- Cross-selling
- Customer Relationship Management
- Customer Onboarding
- Revenue Generation
- Sales Collaboration
- Product Update Training
- Constructive feedback analysis
- Industry competitor evaluation
- Business analytics
- Customer satisfaction
Accomplishments
- Maintained a 90% client retention rate resulting from outstanding engagement, dynamic support, and personal attention.
- Explained the features of the Q4 platform to clients, which enabled them to utilize all key functionality and best understand the product's value.
- Alleviated customer issues immediately through careful research, case triaging, and active listening, enabling problems to be remedied before escalation.
- Collaborated with Implementations and Professional Services departments to create focused client strategies that boosted revenues by $68,000 in a single quarter.
Languages
English
Native or Bilingual
Russian
Elementary
Timeline
Client Success Manager
Q4 Inc - Remote
02.2022 - 12.2023
Customer Success Advocate
Splunk Inc - Remote
09.2020 - 10.2022
Customer Service Representative
Manulife Bank
02.2020 - 07.2020
Customer Service Associate
Stanbic IBTC Insurance LTD
11.2013 - 12.2019
Business Administration - undefined
Wisconsin International University Ukraine
Diploma - Russian Language
Lugansk National Agrarian University
International Business
Southern New Hamshire University
Diploma - Cyber Security
Lighthouse Labs
Certificate - Introduction to Cyber Security
University Of Central Florida
Post-Graduate Diploma - Business Systems Analysis & Project Management
Canadian College Of Business, Science & Technology