Henry Imafidon Email & Phone Number

Lagos, Nigeria

Lagos, Nigeria

• Coordinated team efforts to ensure agents provided consistent information across all social media platforms, enhancing reliability in customer communications.
• Developed and conducted training programs emphasizing the importance of high-quality customer service and the consequences of poor service.
• Collaborated with management to establish and implement structured processes for handling customer inquiries via phone and social media, improving service efficiency.
• Led a team of 5 agents, achieving a 40% improvement in phone queue time, reducing wait times from 4 minutes to 2.5 minutes, and enhancing overall customer satisfaction.
• Managed daily customer interactions, generating ₦500,000-₦1,000,000 in revenue by understanding customer needs and recommending suitable products, resulting in a 14% increase in average order size for new customers.

• Utilized Zoho CRM, Nerdy, and Meta Suite to manage and respond to customer inquiries across multiple platforms efficiently.
• Leveraged Zoho CRM for tracking interactions, managing follow-ups, and maintaining detailed records, enhancing service delivery.
• Resolved a high volume of customer complaints and inquiries in line with service level agreements, escalating complex issues as needed.
• Coordinated with the operations team for seamless order processing and used CRM data to address customer needs effectively.
• Achieved and surpassed sales targets by providing personalized assistance and strategically using CRM tools to build and sustain strong customer relationships.
• Improved service quality by analyzing customer feedback, identifying areas for enhancement, and implementing actionable solutions.

United States

Contributing to advancing diversity, equity, and inclusion in the customer success field through community engagement and initiatives.

Lagos, Nigeria

• Managed customer interactions with a focus on new customers unfamiliar with the purchasing process, ensuring a smooth and informative experience.
• Achieved a 96% customer satisfaction rate by actively listening to customer concerns, addressing issues promptly, and converting many into loyal promoters.
• Led efforts to improve customer experience by analyzing feedback, identifying areas for enhancement, and implementing effective solutions.
• Engaged in direct, face-to-face resolution of complex and irate customer issues, demonstrating strong problem-solving skills and emotional intelligence.
• Maintained up-to-date customer records in Salesforce CRM and provided informed support across various channels, including email, phone, and social media.

Lagos

• Coordinated customer support during online store discovery, orders, and checkout, providing exceptional after-sales assistance.
• Managed a high volume of incoming and outgoing calls, consistently meeting and exceeding performance targets.
• Achieved a top 3 ranking for Customer Satisfaction (CSAT) scores for the year, demonstrating a commitment to delivering outstanding service.
• Built and maintained strong customer relationships through open and interactive communication, leading to improved customer retention.
• Assisted with sales processes and special requests, successfully converting detractors into promoters and enhancing overall satisfaction.

Akwa Ibom, Nigeria

• Led and organized initiatives across markets, schools, and hospitals to raise awareness of the Sustainable Development Goals (SDGs).
• Oversaw the installation of signposts to increase public visibility and understanding of SDGs.
• Coordinated educational programs and workshops to inform and engage community members about the goals and their significance.
• Spearheaded campaigns and outreach efforts, resulting in increased community engagement and support for SDG-related activities.

Education record

I am actively engaging with Trailhead to transition into a role in Salesforce, focusing on earning my Salesforce Administrator.

Bachelor Of Arts - Ba(Ed), English Education