TOBALAYOYI ALAANUROGBA
Leicester,LE2
Summary
Results-driven customer success professional with a strong background in high-volume client engagement, strategic problem-solving, and data-informed decision-making. Skilled in cultivating lasting customer relationships, identifying churn risks, and driving adoption of platform features to enhance satisfaction and retention. Experienced in coordinating with cross-functional teams to deliver seamless customer experiences and resolve complex issues efficiently. Adaptable, analytical, and committed to continuous growth in dynamic, tech-driven environments. Passionate about delivering value through customer advocacy and operational excellence on a global scale.
Overview
5
5
years of professional experience
Work History
Market Research Interviewer
Ipsos Uk
01.2024 - Current
- Delivered strategic insights by accurately conducting and recording 100+ surveys weekly across diverse global demographics.
- Increased respondent engagement by 20% through effective remote communication and customer-centric approaches.
- Used CATI and CRM systems to manage large-scale data while ensuring compliance and confidentiality.
- Met and exceeded quality and completion metrics, consistently ranking among top performers.
Customer Service Representative
Havillah Solutions Ltd
Lagos, Nigeria
03.2020 - 05.2023
- Managed over 100 client interactions daily, identifying pain points and providing tailored solutions that reduced churn.
- Reduced customer complaint resolution time by 30% and improved retention by 15% through proactive service delivery.
- Facilitated adoption of service features, leading to enhanced customer satisfaction and loyalty.
- Led new team member training, enhancing team performance and operational productivity by 20%.
Education
Higher National Diploma - Estate management and Valuation
Rufus Giwa polytechnic
Owo, Nigeria04-2021
National Diploma - Estate management and valuation
Rufus Giwa polytechnic
Owo, Nigeria08-2015
Skills
- Customer Success & Retention Strategy
- Relationship Management & Client Engagement
- Cross-functional Project Coordination
- Risk Identification & Churn Prevention
- CRM & Case Management Systems
- Data-Driven Insights & Reporting
- SaaS / Remote Work Tools
- Strategic Problem Solving
- Platform Adoption & User Education
Personal Information
Title:
Custom
Timeline
Market Research Interviewer
Ipsos Uk
01.2024 - Current
Customer Service Representative
Havillah Solutions Ltd
03.2020 - 05.2023
Higher National Diploma - Estate management and Valuation
Rufus Giwa polytechnic
National Diploma - Estate management and valuation
Rufus Giwa polytechnic
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