Rachael Iyere
Hillside,NJ
Summary
Analytical problem solver with talent for team building, leading and motivating, as well as excellent customer relationship aptitude. Proficient in using independent decision making skills and sound judgement to positively impact company success. Dedicated to apply employee training, monitoring and morale building abilities to enhance employee engagement and boost performance. Relationship driven customer experience manager with solid leverage on data-driven approaches to maximize business profit. Excellent communication, planning and problem solving abilities. Experience in challenging team members to meet and exceed expected goals.
Overview
9
9
years of professional experience
Work History
Client Experience Manager
DE Luxury events and rental
Union, NJ
06.2018 - Current
- Manage, measure, track and resolve client budget issues, by creating a design to meet their event needs, while maintaining expected revenue.
- Build working relationship with wedding clients to develop trust, which result in 32% of clients contracting family events to the company.
- Develop several strategies to increase corporate events by 100% and retention rate by 70%.
- Build a platform to ensure about 40% return client for rental and special event services.
- Identify and execute opportunities to engage clients through events and training to increase general repeated clientele by more than half.
- Train new and old associates weekly to maintain a good, trusting relationship and prioritize client experience with over 200 clients.
- Collect and interpret client data to ensure both event and rental clients achieve success with product and service.
- Plan, articulate and execute client development strategies by setting up meetings to understand client's needs and creating very effective means to give 100% of our clients success.
- Play instrumental role in reducing churn by 50%, including returning over a dozen lost clients.
- Manage existing client renewal by creating reliable platform to build relationship with over 200 clients to renew their services yearly which has led to 13% increase in revenue.
Corporate Strategy Manager
Heritage Plus
Port Harcourt, Nigeria
05.2014 - 04.2018
- Used industry expert, customer services skills and analytical nature to resolve customer concern and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relationship by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assert for department activities to comply with industry standard and government regulations.
- Improved staffing during busy period by maintaining employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvement across the company.
- Established performance goal for over thirty employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedule and monitored performances using designated software.
- Reduced waste by 20% and pursued revenue development strategies to keep department aligned with sales and profit target.
- Assessed client issues, research solutions and implement corrective actions to maintain high satisfaction.
- Use CRM to document client activities and process data for all departments involved in revenue operations, by collecting information from all platforms used by clients.
Education
MBA - Business Administration
University of The People
Pasadena, CA03.2023
Bachelor of Science - Mass Communication
Delta State University Abraka
Delta State, Nigeria02.2013
Skills
- ROI understanding
- Schedule Management
- Strategic Communication
- Risk Mitigation
- Stakeholders Relationships
- Client Relationship Management
- Revenue Generation
- Key Performance Indicators (KPI)
- Customer Retention
- Training Programs
- Salesforce CRM Experience
- Highly Organized
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Experience Manager
DE Luxury events and rental
06.2018 - Current
Corporate Strategy Manager
Heritage Plus
05.2014 - 04.2018
MBA - Business Administration
University of The People
Bachelor of Science - Mass Communication
Delta State University Abraka
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