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Stephen Moro
Client Engagement Executive
London
Summary
Experienced professional esteemed for fostering client engagement, spearheading business development, and delivering exceptional customer satifaction. Proficient in maximising value, driving growth, and utilising financial data for performance reporting. Demonstrates a proven track record of collaborating effectively with cross-functional teams to ensure superior customer experiences.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Client Engagement Executive ( Redundancy )
Tech Nation
2022.02 - 2022.07
- Created data-driven insights to optimise financial performance, using Excel-based profit and loss analysis to guide strategic decision-making.
- Enhanced customer satisfaction by improving communication channels and reducing response times, leading to a 5% increase in client retention within three months.
- Facilitated new training programme, "New Thrive Programme" through effective collaboration with Cognism, demonstrating strong problem-solving and communication skills.
- Provided expert guidance on product offerings tailored specifically towards clients'' needs.
- Conducted in-depth market research to identify trends and opportunities for business growth.
Business Development Consultant
Groupon
2021.09 - 2022.01
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Developed customised solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Demonstrated a deep understanding of client needs, leading to the successful renegotiation of a key deal with improved terms and increased value for all parties involved.
- Analysed customer data to improve the customer experience and maximise retention and growth. Maintained client records in Salesforce CRM systems, ensuring streamlined data processes for maximum efficiency.
- Negotiated contracts and closed sales with new and existing clients.
Sales Development Representative ( Redundancy )
Openpay
2020.01 - 2020.06
- Identified and qualified high-quality leads, resulting in a significant increase in conversion rates.
- Demonstrated strong communication and negotiation skills in engaging with potential customers, nurturing warm prospects, and effectively articulating the value proposition of the company.
- Analysed market data to prioritise high-value leads and increase business development opportunities.
- Identified and qualified new leads through multi-channel outreach, building a robust pipeline.
- Applied exceptional customer service skills across all sales channels to engage prospects.
- Contributed valuable insights during product development discussions to ensure offerings aligned with market demands and customer needs.
Customer Service Agent
Openpay
2019.04 - 2020.01
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Improved overall efficiency by providing constructive feedback to peers during team meetings.
- Consistently achieved a 90% customer satisfaction rating by providing top-notch support, promptly addressing inquiries, resolving issues, and offering comprehensive service information.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Education
Certificate - BTEC National Certificate ICT Practitioner
Hammersmith & West London College
London, United Kingdom 2001.04 -
Diploma - BTEC Introductory Diploma in IT
Hammersmith & West London College
London 2001.04 -
Skills
Client Relationship Management
Account Management
Customer Relations
Problem Resolution
Communication
Team Leadership
Business Development
Strategic Planning
Performance Analysis
Problem-Solving
Certification
Customer Success Manager Foundation | , Udemy
Interests
Timeline
Customer Success Manager Foundation | , Udemy
2024-02
Client Engagement Executive ( Redundancy )
Tech Nation
2022.02 - 2022.07
Business Development Consultant
Groupon
2021.09 - 2022.01
Sales Development Representative ( Redundancy )
Openpay
2020.01 - 2020.06
Customer Service Agent
Openpay
2019.04 - 2020.01
Certificate - BTEC National Certificate ICT Practitioner
Hammersmith & West London College
2001.04 -
Diploma - BTEC Introductory Diploma in IT
Hammersmith & West London College
2001.04 -