Halimat B.
Senior Customer Experience & Sales Specialist
Open to offersNew to PlatformAbout
Halimat F. is a seasoned Customer Experience and Sales Specialist with 7 years of expertise spanning banking, online education, telecoms, and fitness industries in Lagos, Nigeria. Armed with a Higher National Diploma in Marketing, she excels at managing front desk operations and call queues, always prioritizing problem-solving while identifying additional customer needs. During her tenure at iFitness, she successfully converted 25 to 35 new memberships monthly and maintained a renewal rate above 80% through strategic customer interactions. At MTN, Halimat retained more than half of potential network port-outs by addressing core issues and offering value-driven plans, consistently achieving over 90% quality scores. At Worthycademy, she converted 1 in 4 inquiries into enrollments by providing clear explanations of course options. Her proficiency in utilizing CRM systems, resolving billing and payment issues, and fostering customer retention underscores her commitment to enhancing customer relations and business growth.
Experience
Customer Experience & Membership Officer
iFitness · 2024 — 2026Welcome members and guests at the front desk of a busy branch, addressing check-ins, inquiries, and complaints for 150 to 200 members daily. Convert walk-in guests and trial users into paying members by conducting facility tours and providing clear package comparisons, signing 25 to 35 new memberships monthly. Call members whose subscriptions are nearing expiry to offer appropriate plans, maintaining monthly renewals above 80%. Promote additional services like personal training and fitness classes during interactions, generating 10 to 15 extra sales weekly. Resolve billing and access issues on site wherever possible, documenting escalations for head office and managing complaint logs for the next shift.Customer Care Representative
MTN Nigeria · 2022 — 2024Handle 60 to 80 calls daily regarding billing, data plans, SIM issues, and network complaints, consistently achieving quality scores over 90% in monthly assessments. Retain customers from porting out to competitors by addressing their issues and recommending better-value plans, successfully keeping more than half from switching. Upsell data bundles and value-added services during support calls, achieving or exceeding monthly upgrade targets in 10 out of 12 months. Assist customers in navigating self-service channels like the myMTN app and USSD codes, reducing repeat calls for simple issues. Document every interaction in the CRM with clear resolution notes to ensure smooth shift handovers.Student Support & Enrollment Officer
Worthycademy · 2020 — 2022Act as the first contact for prospective and current students through phone, chat, and email, addressing questions about courses, fees, and schedules within a few hours. Follow up on every enrollment inquiry within 24 hours, converting about 1 in 4 prospects into registered students. Simplify explanations of course options and payment plans, aiding students in selecting suitable programs and reducing first-month dropouts by around 15%. Maintain accurate student records and payment information in the system, ensuring finance and academic teams operate with the same data.Customer Service Officer
Wema Bank · 2019 — 2020Assist 40 to 60 walk-in customers daily with account inquiries, card problems, and transaction complaints while keeping queues orderly and wait times manageable. Introduce customers to the bank's digital channels, particularly ALAT, registering 15 to 20 new users weekly and decreasing branch visits. Address failed transaction and dispense-error complaints by logging them accurately and following up until resolution, keeping customers updated throughout the process. Cross-sell account upgrades and savings products during service interactions, referring 5 to 10 qualified leads to the sales team every week.
Skills & Expertise
Education
- Higher National Diploma in MarketingFederal Polytechnic, Ilaro · — — 2024
- National Diploma in MarketingFederal Polytechnic, Ilaro · — — 2021
Interested in this professional?
Sign in as an employer to save this profile or invite Halimat B. to a job.
Sign in as an employer