Amarachi K.
Senior Client Experience Manager
Open to offersNew to PlatformAbout
Amarachi K. is a highly skilled Client Experience Manager based in Lagos, Nigeria, with over seven years of specialization in client experience operations and administrative management. As a Certified Customer Experience Manager (CCXM), she has a demonstrated history of enhancing client onboarding workflows and elevating customer satisfaction (CSAT) scores across various touchpoints. At Photizo Properties Limited, Amarachi effectively spearheaded client onboarding for over 200 clients, achieving a 25% reduction in service request resolution time and maintaining a consistent 95%+ first-contact resolution rate. Her role extended to managing complex tasks like resolving payment disputes and ensuring regulatory compliance through collaboration with legal teams. In her previous role as a Client Experience & Operations Specialist, she successfully improved account retention by 18% through enhanced communication strategies. Amarachi is proficient in utilizing CRM systems, multi-channel inquiry resolutions, and coordinating cross-functional workflows, making her an indispensable asset in seamless end-to-end service delivery.
Experience
Client Experience Manager
Photizo Properties Limited · 2023 — 2026Led client onboarding activities for over 200 clients, enhancing service request resolution time by 25% through improved touchpoint mapping. Handled multi-channel inquiries (phone, email, walk-in) with a consistent first-contact resolution rate exceeding 95%. Addressed complex issues related to payment disputes, documentation for plot transfers, and contract inquiries, which positively influenced client satisfaction and retention. Ensured accurate digital record-keeping and management of CRM databases for more than 300 active client accounts, tracking payment milestones and service requests. Worked with operations and legal teams to draft property valuation letters and administrative fee notices, ensuring adherence to regulatory requirements.Client Experience & Operations Specialist
Administrative Operations Consult · 2019 — 2023Oversaw daily interactions with clients and acted as the main escalation contact for critical accounts, resulting in an 18% improvement in account retention. Developed and rolled out standardized communication templates for clients, which reduced response lag and ensured consistent branding across all channels. Monitored customer feedback and net promoter scores (NPS) to provide actionable insights for enhancing service delivery to senior leadership. Facilitated cross-functional collaboration among administration, finance, and client management teams to resolve operational bottlenecks.Virtual Assistant & Customer Service Representative
Remote / Contract Services · 2017 — 2019Provided extensive remote administrative support, managing high volumes of email communication, scheduling, and tracking executive tasks. Delivered comprehensive helpdesk assistance, addressing product and service inquiries promptly while keeping detailed logs of service interactions.
Skills & Expertise
Education
- Bachelor of Arts (B.A.) in Communication and Language ArtsUniversity of Ibadan, Nigeria
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