Tolu Andu
London
Summary
Results-driven Analyst with expertise in customer success, CRM and data-driven analytics. Proficient in leveraging Salesforce, Tableau and advanced data modelling techniques to optimise customer engagement, reduce churn and enhance predictive analytics. Skilled in stakeholder management, system integration and process automation, consistently exceeding ACV targets by 20%. Adept at designing scalable solutions, configuring and implementing technical strategies that drive business growth and operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Success Analyst
Bionic
02.2024 - Current
- Configure and document system workflows, aligning process improvements with business goals to drive efficiency and growth
- Develop and implement tailored customer success plans, ensuring system configurations in Salesforce align with business objectives
- Monitor customer performance resolving issues, maintain messaging consistency, escalating as needed, through streamlined communication with integration of Omni-Channel and Tableau
- Record project performance and engagement through Salesforce and Sharepoint, driving and assisting any actions that require additional support
- Collaborate with technical stakeholders through multi-threading, including solution engineers, product owners and partners, to optimise data integration while supporting Energy, Insurance and Telecommunication services
- Conduct internal and external demos and presentations to showcase new business processes
- Investigate and resolve client-impacting system issues by conducting detailed root cause analysis, ensuring minimal churn and improved user experience
- Successfully leverage influence and persuasion through pitching, negotiating, and objection handling to drive revenue growth by 25% through cross-selling broadband and insurance products, averaging 15-20 new clients monthly.
Retention & Renewals Specialist
Marshmallow Insurance
10.2022 - 02.2024
- Researched and resolved customer account issues regarding billing complaints, concerns, and issues independently
- Tracked metrics with Tableau spreadsheets and modelled data for staff
- Conducted weekly audits and training sessions for internal stakeholders to enhance process adherence.
- Contributed to customer integration documentation and discussions with dependent teams.
Junior Broker
Transfer Connex Limited
10.2019 - 07.2020
- Marketed and sold FinTech platform which allowed clients to make streamlined international payments at a minimum of £100,000 per month
- Collaborate with Business Development Representative teams to devise and execute effective account strategies for businesses
- Developed strong rapport with clients by understanding their financial goals and risk appetite.
Education
BSc - History
University of Leicester
Leicester2019
Skills
- Microsoft Office suite mastery
- Client liaison
- Client onboarding
- Salesforce proficiency
- Tableau
Timeline
Customer Success Analyst
Bionic
02.2024 - Current
Retention & Renewals Specialist
Marshmallow Insurance
10.2022 - 02.2024
Junior Broker
Transfer Connex Limited
10.2019 - 07.2020
BSc - History
University of Leicester
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