Client Support & Account Manager · IAMBRANDWORTHY

Jun 2024 – Present

• Managed a portfolio of 40+ branding clients across Nigeria, Canada, the US, the UK and Europe
• Handled client questions, revisions and escalations through email, chat and video calls
• Maintained client retention above 90% through clear communication and timely issue resolution
• Onboarded 10–15 new clients monthly from signed contract to first draft delivery
• Increased average account value by recommending relevant add-on services
• Collected client feedback and worked with

Customer Value Management (CVM) Representative · MULTICHOICE NIGERIA

Nov 2022 – Oct 2024

• Handled 45–60 customer calls daily regarding billing, subscriptions and decoder issues
• Resolved most customer issues on first contact and maintained a 92% satisfaction rating
• Retained 25–30 subscribers monthly who wanted to downgrade or disconnect
• Sold package upgrades and add-on channels during retention calls
• Logged customer interactions and follow-ups accurately in the CRM
• Reported recurring customer complaints to team leads to help reduce repeat calls

Customer Support Specialist · JIJI NIGERIA

Sep 2022 – Sep 2024

• Resolved 60+ customer tickets daily through chat, email and phone
• Assisted buyers and sellers with payments, delivery disputes and account issues
• Maintained live chat response times under 15 minutes
• Guided new sellers through their first listings and platform usage
• Promoted paid visibility packages and generated 20–30 paid upgrades monthly
• Investigated fraudulent listings and reported scam patterns
• Mediated buyer and seller disputes and resolved about 85% without escalation

Accounts & Guest Service Officer · STALAD HOTEL

Nov 2016 – Jun 2019

• Managed daily sales, expenses and account reconciliations
• Processed guest payments through cash and POS
• Assisted guests with restaurant orders and recommendations
• Resolved billing and service complaints promptly
• Increased average table spend by about 10% through natural upselling