I developed standardized processes across the organization, thereby increasing employee productivity and customer satisfaction which led to an increase in customer retention from 18% to 41%.I helped the business increase its revenue by an average of 24% consistently for 7 years, part of my actions to achieve this was by opening new markets in two main regions of the country (North and South).

Reviewing the effectiveness & efficiency of operations, including forming internal SLAs that allow our clients benefit from better services offered by supporting functions such as quality control & compliance. Developing KPIs for each support department to govern its performance with clear benchmarks while considering the expected level of service from our clients.Designing management reports (monthly & quarterly) in dashboard-view to monitor performance of internal operations & also establishing escalation processes to expedite solutions to bottlenecks in the course of our operations.Coordinating the development of high-impact strategic business plans & initiatives premised on areas identified for improvement and conducting post-delivery assessment for assurance of the realization of objectives.Supporting the implementation of effective change management procedures from impact assessment, stakeholder management & execution to full adoption & ensuring a seamless transition.Measuring and tracking key performance indicators against baselines for process performance on cost, productivity, quality, risks and customer service.Supporting the corporate functions in managing client accounts and attending client meetings when required, which help in developing guidelines for improving customer satisfaction and retention. Analyzing client complaints, maintaining and expanding relationships with existing clients by providing necessary support to queries, managing incidents and problems and ensuring a timely resolution in line with SLAs (Service Level Agreements). Carrying out regular client surveys to continually test and improve the level of service offered.Implementing customer service strategies to ensure the company achieves superior customer experience, satisfaction and customer retention.Assisting in the analysis mapping of customer segmentation as well as ensuring robust tracking of customer visit reports and new leads for improved target marketing.

In addition to having complete responsibility for ongoing innovation in company procedures, I was tasked with coordinating between Management and Auditors to ensure compliance with Audit results.Supervised the assessment of Know Your Customer (KYC) paperwork, the Customer Identification Process (CIP), the customer's profile, the risk category and score, the occupational code category, the transaction monitoring, and the overall due diligence.On behalf of government agencies, I managed client portfolios, conducted detailed due diligence, and ensured that the profiles we verified were accurate and in line with the established compliance standards.Created and refined processes, significant internal controls, and made sure that the right documentation was in place.Evaluated the efficacy of internal controls related to policies and workflows, oversaw the revision and status of policies to identify areas that needed improvement.With the aim of continuously improving the effectiveness of business operations and performance outcomes, I managed business process re-engineering that included providing inputs in formulating strategy, developing, and documenting processes.Reviewed process governance documents, training materials, and communication materials.Conducted process audits and made sure that all stakeholders were implementing and reinforcing change management on process improvements.Collaborated with other coworkers to create effective control and process strategies, action plans, all through to implementation.Supervised the examination of the client contract paperwork to ensure its compliance with organizational rules.Performed the required KYC screenings on customers, documented the information obtained from the clients as required by global KYC procedures

- Pioneered transformative partnerships that not only elevated our client base by 30% but also fuelled a remarkable 25% surge in revenue within the inaugural year.- Consistently outperformed quarterly targets, exceeding expectations by an average of 20%, showcasing a proactive and results-driven approach to sales.- Engineered a targeted lead generation strategy, resulting in a substantial 40% increase in qualified leads and a more streamlined, efficient sales pipeline.- Steered negotiations and closure of pivotal contracts with high-profile clients, significantly expanding the company's project portfolio and market presence.- Cultivated and sustained robust client relationships, contributing to a noteworthy 15% boost in customer retention and repeat business.- Collaborated seamlessly with cross-functional teams, tailoring IT solutions to meet client needs, thus enhancing overall customer satisfaction and loyalty.- Proactively engaged in industry events, not only solidifying new business opportunities but also establishing our company as a prominent player in the dynamic IT sector.- Exhibited adaptability by staying abreast of evolving industry trends, integrating cutting-edge technologies into sales strategies to stay ahead of the curve.These achievements underscore my commitment to driving business growth, consistently surpassing targets, and fostering meaningful client connections within the ever-evolving landscape of IT business development.