Maxwell Anaba
Shanghai
Summary
Dedicated Customer Success professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer success best practices and related options.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
Salary.com
10.2020 - Current
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
Business Development Representative
Salary.com
06.2020 - 10.2020
- Working closely with the Account Executive and wider sales team to improve the sales process and pipeline
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Developed business pipeline using cold and warm techniques.
- Implemented CRM systems to streamline sales processes, enhancing team efficiency and productivity.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Used SalesForce to handle current portfolio and prospective leads.
- Refined sales pitch techniques based on ongoing evaluation of results, continuously adapting and improving for optimal outcomes.
- Developed strong relationships with key industry partners for mutually beneficial collaborations.
- Utilized social media platforms as an additional channel for networking and prospecting purposes, expanding the company''s reach within target markets.
Digital Marketing Consultant
Harmattangh.com
09.2015 - 06.2020
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Increased website traffic by implementing effective search engine optimization strategies.
- Boosted brand awareness through the creation and management of engaging social media campaigns.
- Created compelling blog content to position the company as an industry thought leader and attract organic website traffic.
- Optimized website content to improve user experience, resulting in a lower bounce rate and higher time spent on site.
- Analyzed performance metrics to continually refine digital marketing strategies for optimal results.
- Provided weekly updates on digital marketing campaigns to clients, discussing strategic initiatives, and methods for improvement.
- Conducted regular competitor analysis, adapting tactics as needed to maintain a competitive edge in the marketplace.
- Improved audience targeting by segmenting marketing lists based on demographic information and behavioral data.
- Utilized Google Analytics data to identify areas of improvement within digital strategy, making adjustments accordingly for better outcomes.
- Created reports on digital marketing efforts using analytics tools to track and measure digital marketing success for management.
- Optimized company website to improve engine ranking, user experiences and conversion rates.
- Implemented marketing automation tools to streamline and automate repetitive marketing tasks.
- Generated reports to monitor and analyze website performance, search engine rankings, or domain authority.
- Completed keyword research and analyzed competitor SEO and PPC campaigns to identify gaps and opportunities.
Mystery Shopper
SISA MARKETING
10.2018 - 04.2020
- Supported business growth by identifying sales opportunities, product placement, and store layout effectiveness during visits.
- Provided valuable insights on customer experience improvements by observing staff behavior, attitude, and efficiency during interactions with customers.
- Strengthened brand reputation by ensuring consistent implementation of company standards across multiple locations.
- Increased client satisfaction by efficiently completing mystery shopping assignments within given deadlines.
- Completed comprehensive reports outlining findings from mystery shopping visits to provide actionable insights for clients.
- Assisted in the identification of potential compliance issues by thoroughly examining store policies and procedures during visits.
- Influenced positive change in employee performance through timely communication of evaluation results to clients for immediate action plans implementation.
- Facilitated better understanding of customer preferences through evaluating product offerings, displays, signage, and overall presentation within stores.
- Maintained confidentiality of both personal information and assignment details throughout the entire mystery shopping process.
- Participated in diverse industries assignments including restaurants, grocery stores, retail shops which broadened the understanding of different businesses and their unique requirements.
- Enhanced customer service quality by conducting thorough evaluations and providing constructive feedback to businesses.
- Ensured accuracy in data collection by following specific guidelines provided for each mystery shopping assignment.
- Utilized various tools for data capture such as photography, audio recordings, or mobile applications to ensure comprehensive documentation during mystery shopping visits.
- Verified pricing accuracy and inventory management practices to ensure accurate representation of products available to customers.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Sales And Marketing - Intern
Roomin Shanghai
08.2017 - 01.2018
- Demonstrated willingness and interest in learning new tasks and skills.
- Conducted market research to identify potential clients and developed tailored sales strategies.
- Enhanced overall efficiency by optimizing internal processes related to sales documentation management.
- Responded to general inquiries from members, staff and clients via mail, e-mail and fax.
- Collaborated closely with sales team to manage leads and help with proposals.
- Analyzed sales data, identifying trends and areas for improvement within the company''s marketing strategy.
- Created engaging social media content that resulted in an increase in followers and online engagement.
- Supported sales and marketing teams in creation and implementation of marketing campaigns.
- Developed strong product knowledge, enabling effective communication of features and benefits to potential customers.
- Assisted in the planning and execution of promotional events, resulting in increased brand awareness.
- Improved customer satisfaction ratings by addressing inquiries promptly and professionally.
Sales Specialist
Consumer Finance Company (CFC)
11.2013 - 12.2015
- Developed tools to track and monitor personal sales opportunities, deals in progress and finished contracts
- Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers
- Develop a strategic sales and territory plan for dealer network in the area
- Participated in various incentive programs and contests designed to support achievement of production goals
- Identified prospective customers using lead generating methods to enhance the increase of sales and marketing to support service and networks.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
Public Relations Officer
Ghana National Health Insurance Scheme
06.2012 - 08.2013
- Planned and executed projects targeted at rural communities to increase the awareness and important of health care insurance
- Keep updated records on membership cards renewals and registration of new clients
- Also the management of health care insurance I.D cards of clients
- Providing clients with information about new promotional opportunities and current PR campaigns progress
- Planning publicity strategies, campaigns, writing and producing presentations and press releases
- Dealing with enquiries from the public, the press, and related organisations tasks.
Education
Master of Science - Business Administration And Management
Jiangsu University
China06.2020
Bachelor of Arts - Integrated Cummunity Development Studies
University For Development Studies
Ghana07.2012
Skills
- Cold Calling
- Customer Support
- Sales Support
- Lead Generation
- CRM Management
- Salesforce
- Relationship Building
- Problem-solving abilities
- Technical Support
- Product Knowledge
- Account Management
- Social Media Marketing
- B2B experience
- Google Analytics
- Business Acumen
- Google Adwords
Websites
Certification
- Teaching English as a Foreign Language (TEFL), TEFL Professional Development Institute, 1572755PE
- Chinese Proficiency Test, Center For Language Education and Cooperation, H32106020684
Awards
- Jiangsu University Presidential scholarship, 09/2016-06/2020
- TEFL Certificate - Teaching English as a Foreign Language, TEFL Professional Development Institute, 05/2019
- Google analytics certification, Google, 02/2023
Timeline
Customer Success Specialist
Salary.com
10.2020 - Current
Business Development Representative
Salary.com
06.2020 - 10.2020
Mystery Shopper
SISA MARKETING
10.2018 - 04.2020
Sales And Marketing - Intern
Roomin Shanghai
08.2017 - 01.2018
Digital Marketing Consultant
Harmattangh.com
09.2015 - 06.2020
Sales Specialist
Consumer Finance Company (CFC)
11.2013 - 12.2015
Public Relations Officer
Ghana National Health Insurance Scheme
06.2012 - 08.2013
Master of Science - Business Administration And Management
Jiangsu University
Bachelor of Arts - Integrated Cummunity Development Studies
University For Development Studies
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