Emmanuel Afolabi

Leading customer success initiatives at a prominent FinTech firm, focusing on relationship management, product adoption, and value creation.

• Developed and nurtured robust client relationships by aligning financial solutions to specific user objectives, significantly increasing satisfaction and loyalty.
• Streamlined new user onboarding processes and provided comprehensive training on product features, enhancing adoption and ensuring effective implementation strategies.
• Proactively engaged users to identify and capitalize on upselling and cross-selling opportunities, contributing to expanded product adoption and revenue streams.
• Collaborated cross-functionally with Sales, Marketing, and Product Development teams, translating user feedback into actionable insights that improved product offerings.
• Monitored and analyzed user usage, adoption, and satisfaction metrics, implementing proactive strategies that enhanced overall user value and success.

Provided comprehensive financial advisory and client relationship management, driving significant portfolio growth and operational efficiency.

• Delivered tailored financial planning and investment advice, resulting in an average portfolio growth of 30% for clients within two years.
• Conducted comprehensive financial assessments to accurately determine client risk tolerance, investment goals, and long-term financial objectives.
• Cultivated and maintained strong client relationships through consistent communication, ensuring prompt and efficient resolution of complex financial needs.
• Mentored and trained 50 MeriElites Campus Ambassadors, boosting their performance and satisfaction by 20%.
• Analyzed and resolved customer complaints, implementing solutions that reduced complaint frequency by 60%.

Managed customer inquiries and enhanced service delivery, significantly improving customer satisfaction and operational efficiency.

• Proactively identified customer frustration patterns and implemented process improvements, enhancing the customer experience by 25%.
• Optimized service delivery, achieving an average handle time of 8 minutes and reducing customer wait times by 30%.
• Mobilized deposits totaling N50 million through effective sales and relationship management strategies.
• Resolved customer inquiries efficiently using Egain, Zendesk, and Avaya, achieving a 90% customer satisfaction rate.
• Mentored and trained staff in operational issue resolution, resulting in a 50% reduction in repeat customer complaints.