STELLA SAMUEL-MBONU
Tampa,FL
Summary
An articulate and result-oriented customer experience leader with a wealth of quality experience spanning over a decade in superior customer relationship management, customer retention strategies, and operational efficiency. I am adept in developing relationships, cultivating partnerships, and growing businesses
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Consultant
Leon's Furniture
10.2022 - 12.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance leading to increased sales by 10%.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues resulting in 95% customer satisfaction rating.
Lead Customer Success
OUTCESS/INQ DIGITAL NIGERIA
01.2015 - 08.2022
- Addressed various internal and external customer questions and concerns regarding downtime, billing, services, Engineer's schedule and deployment.
- Leveraged in-depth business knowledge of products and services to offer bespoke service delivery to clients, optimizing their experience from 85% to 92%.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints, leading to reduced customer complaints by 3%.
- Resolved concerns with services promptly thereby reducing churn rate by 5%.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered excellent customer service, resulting in consistent 99% customer satisfaction rating.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed and implemented training curricula to drive KPIs and managed customer engagement across social media platforms like Facebook, Instagram, Twitter, WhatsApp, and live chat.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Worked well in team settings, providing support and guidance.
- Provided professional services and support in dynamic work environments
- Organized and detail-oriented with strong work ethic.
- Proved successful working within tight deadlines and fast-paced environment.
- Skilled at working independently and collaboratively in various team environment.
Customer Service Representative
MTN NIGERIA
01.2011 - 12.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences from 85% to 92%.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved over 65 issues over phone with customers daily, ensuring incident resolution within 24 hours.
Customer Service Personnel
Solution Plus
03.2009 - 11.2010
- Proven ability to learn quickly and adapt to new situations.
- Responsible for responding to customer's inquiries on available products, services and pricing. Managed over 50 calls per day.
- Managed time efficiently to complete all tasks within deadlines.
Education
Post Graduate Certificate - Customer Relationship, Marketing And Sales Mgt
Fanshawe College
London, CA04.2023
Master of Education - Guidance And Counselling
National Open University
Nigeria03.2021
Post Graduate Diploma - Education
Usman Danfodio University
Nigeria09.2011
Bachelor of Technology - Biotechnology
Federal University of Technology Owerri
Nigeria09.2007
Skills
- Effective Customer Communication
- Customer Relations
- Report Analysis
- Salesforce CRM Experience
- Mentoring
- Selling Skills
- Interdepartmental Collaboration
- Client Service Optimization
- CRM Software
- Problem solving
- Active listening
Certification
- LinkedIn Learning: Customer Service Leadership
- ITIL Certificate: IT Service Management
- Salesforce Certificate: Customer Relationship Management fundamentals
- Salesforce Super Badge: Lightning Experience Report and Dashboard Specialist
- Trailhead by Salesforce: Social Customer Service Strategies
- Trailhead by Salesforce: Marketing Cloud Basics, Service Cloud Basics, Sales Cloud Basics, Salesforce CRM
- Selltowin ecademy Certification: Selling B2B to win
- LinkedIn Learning: Customer Experience Journey Mapping
- LinkedIn Learning: Sales Prospecting
- LinkedIn Learning: Social Selling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Consultant
Leon's Furniture
10.2022 - 12.2022
Lead Customer Success
OUTCESS/INQ DIGITAL NIGERIA
01.2015 - 08.2022
Customer Service Representative
MTN NIGERIA
01.2011 - 12.2014
Customer Service Personnel
Solution Plus
03.2009 - 11.2010
Post Graduate Certificate - Customer Relationship, Marketing And Sales Mgt
Fanshawe College
Master of Education - Guidance And Counselling
National Open University
Post Graduate Diploma - Education
Usman Danfodio University
Bachelor of Technology - Biotechnology
Federal University of Technology Owerri
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