Onose Bona - Customer Relationship Manager - Customer Relationship Manager

About

Highly dedicated Customer Relationship Manager with a proven ability to cultivate strong client relationships, enhance customer satisfaction, and drive retention. Adept at leveraging CRM tools and communication strategies to optimize client experiences and contribute to sustained business growth.

Work Experience

Customer Relationship Manager

Leading Tech Solutions Inc.

Jan 2020 - Jul 2024

New York, NY, US

Managed a diverse portfolio of key client accounts, fostering strong relationships to ensure high satisfaction and loyalty for a rapidly growing tech solutions provider.

Achieved an average 95% client retention rate by proactively addressing customer needs and implementing personalized engagement strategies.
Increased customer satisfaction scores by 15% within the first year through improved communication protocols and issue resolution processes.
Identified and capitalized on upsell opportunities, contributing to a 10% increase in recurring revenue from existing accounts.
Streamlined client onboarding processes, reducing setup time by 20% and enhancing initial customer experience for new clients.
Collaborated cross-functionally with sales and support teams to resolve complex customer issues, leading to a 30% reduction in escalated complaints.

Languages

English

Skills

Account Management

Key account management
Portfolio management
Client success

Client Retention

Retention strategies
Loyalty programs
Churn reduction

Customer Satisfaction

CSAT
NPS
Customer experience (CX)

Communication

Verbal communication
Written communication
Active listening
Negotiation

Problem Solving

Issue resolution
Conflict management
Troubleshooting

CRM Software

Salesforce
HubSpot
Zendesk
Microsoft Dynamics 365

Data Analysis

Customer data
Performance metrics
Reporting

Strategic Planning

Client strategy
Business development
Goal setting

Customer Relationship Management (CRM)

CRM software
Client engagement
Relationship building