Aishat A.
Senior Customer Service & Retention Specialist
Open to offersNew to PlatformAbout
Aishat O. is a seasoned Customer Service & Retention Specialist with over a decade of experience in sectors such as hospitality, telecoms, e-commerce, and brand services. Currently providing remote client support across Canada, the US, the UK, and Europe, she excels in handling high-volume inquiries and transforming service interactions into business opportunities. Her proficiency in CRM systems, POS terminals, and Microsoft Office has led to significant achievements: saving 25 to 30 at-risk subscribers monthly at MultiChoice, increasing table spend by 10% at Stalad Hotel, and converting 7 out of 10 reservation inquiries at Blitz Hotel & Suites. At IAMBRANDWORTHY, Aishat managed a portfolio of over 40 branding clients, achieving a 15% growth in account value and maintaining a retention rate above 90%. Her skills in dispute mediation and customer support are well demonstrated through her work at Jiji Nigeria and MultiChoice Nigeria, where she resolved numerous tickets and mediated customer disputes efficiently.
Experience
Client Support & Account Manager
IAMBRANDWORTHY · 2024 — 2026Managed a portfolio of over 40 branding clients across various regions, addressing inquiries and revisions via email, chat, and video calls. Increased average account value by recommending additional services during project check-ins. Maintained client retention above 90% by setting timelines and providing timely updates, resolving issues promptly. Onboarded 10 to 15 new clients monthly, ensuring a seamless transition from contract signing to project delivery. Collected client feedback post-project and relayed recurring requests to the creative team, contributing to the development of new service packages.Customer Support Specialist
JIJI NIGERIA · 2022 — 2024Resolved over 60 tickets daily involving payments, delivery disputes, and account issues across multiple channels. Assisted new sellers in their initial listings and category selection, leading to a high rate of first sales within two weeks. Promoted visibility packages to sellers with low listing views, resulting in 20 to 30 paid upgrades monthly. Investigated fraudulent listings and reported scam patterns to the trust and safety team. Mediated between buyers and sellers to recover disputed transactions, achieving an 85% resolution rate without escalation.Customer Value Management (CVM) Representative
MULTICHOICE NIGERIA · 2020 — 2022Handled 45 to 60 incoming customer calls daily regarding billing, subscriptions, and decoder faults, resolving a majority of issues on the first call and maintaining a high satisfaction rating. Managed to retain 25 to 30 subscribers monthly who called for downgrades or disconnections by aligning them with suitable packages. Conducted sales for package upgrades and add-on channels during retention calls. Documented all interactions in the CRM system, ensuring clear context for follow-ups. Identified recurring complaint themes and communicated them to team leads to reduce repeat calls.Accounts & Guest Service Officer
STALAD HOTEL · 2016 — 2019Balanced daily financial records, documenting sales, expenses, and reconciliations for accurate end-of-day closure. Managed guest payments through cash and POS systems, ensuring billing accuracy. Provided service in the restaurant while recommending specials, enhancing average table spend through effective suggestions. Addressed order and billing complaints directly, working to regain customer satisfaction and loyalty.Front Desk Officer
BLITZ HOTEL & SUITES · 2014 — 2016Oversaw front desk operations, managing 30 to 40 check-ins and check-outs each day while maintaining efficient wait times. Converted a significant percentage of reservation inquiries into confirmed bookings through multiple channels. Increased room revenue by promoting upgrades and additional services. Ensured accurate maintenance of guest records and reservation logs to prevent billing discrepancies. Collaborated with housekeeping and kitchen staff to resolve guest issues quickly, supporting high ratings on booking platforms.
Skills & Expertise
Education
- Ordinary National DiplomaMoshood Abiola Polytechnic · — — 2014
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