YATAI DONATUS KAHU
Customer Service Specialist | Virtual Assistant | Customer Retention
Lagos, NG.About
Highly results-driven Customer Service and Customer Retention professional with 4+ years of experience across fintech and digital service environments. Proven ability to significantly improve customer satisfaction, efficiently resolve complex complaints, and reduce churn by leveraging advanced CRM tools and multi-channel support. Dedicated to optimizing service operations and enhancing client loyalty to drive business growth.
Work
Lagos, South West, Nigeria
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Summary
Currently serving as a Customer Retention Agent, engaging at-risk customers to improve loyalty and mitigate churn within a dynamic digital service environment.
Highlights
Engage proactively with at-risk customers to enhance satisfaction and significantly reduce churn rates through targeted interventions.
Resolve complex customer issues across chat, email, and phone channels, ensuring efficient and satisfactory outcomes.
Analyze comprehensive customer behavior data and diligently maintain CRM records to inform retention strategies and improve service delivery.
CoAmana Market Limited
|Customer Experience Agent
Abuja, North West, Nigeria
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Summary
Managed customer inquiries and complaints, driving significant improvements in response efficiency and ensuring accurate transaction verification.
Highlights
Managed a high volume of customer inquiries and complaints, improving response efficiency by streamlining communication protocols.
Verified critical transactions and proactively reduced payment defaults by 30%, safeguarding company revenue.
Utilized effective communication and problem-solving skills to maintain high levels of customer satisfaction and trust.
NowNow Digital Systems Limited
|Customer Experience Executive
Lagos, South West, Nigeria
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Summary
Led initiatives to significantly reduce complaint resolution times and improve customer retention, while actively contributing to new team member onboarding.
Highlights
Reduced average complaint resolution time by 30% through process optimization and effective resource allocation.
Improved customer retention by 15% by implementing targeted engagement strategies and personalized support.
Supported the successful onboarding and training of new team members, enhancing overall team productivity and service quality.
ISON Xperiences Ltd
|Customer Service Representative
Ibadan, South West, Nigeria
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Summary
Delivered comprehensive multi-channel customer support, efficiently resolving diverse issues to ensure high levels of customer satisfaction.
Highlights
Provided multi-channel customer support across various platforms, effectively resolving a wide range of customer issues.
Maintained high customer satisfaction scores by delivering prompt, accurate, and empathetic service.
Documented customer interactions and feedback, contributing to continuous service improvement initiatives.
Education
Ahmadu Bello University
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B.Ed
Language Arts
Kaduna State College of Education
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N.C.E
English/French
Languages
French
Basic
Hausa
Fluent
English
Fluent
Skills
CRM Tools
Zendesk, Freshdesk.
Office Productivity
Microsoft Office, Google Workspace.
Data Management
Data Entry.