Anita Alaneme

Engage with community members across platforms.
Develop content such as newsletters and banners.
Plan and execute community events.
Gather and analyze community feedback.
Monitor community engagement metrics.

Actively engage with community members across multiple platforms, ensuring timely responses to inquiries and fostering a supportive, inclusive environment.
Develop and design compelling content, including newsletters, banners, email and portal updates, to keep the community informed and motivated.
Plan and execute engaging online and offline community events to enhance member participation and facilitate knowledge sharing.
Gather and analyze community feedback to identify trends and refine support strategies, leading to significant improvements in learner retention while advocating for member needs within the organization.
Monitor community engagement metrics, reporting on the effectiveness of initiatives and making data-driven recommendations for improvement.

Process inquiries through engagement platforms.
Leverage customer support software and CRM systems.
Achieve first-contact issue resolution rate of 90%.
Manage customer cases and support chats.
Engage in quality assurance and mentorship.

Efficiently processed healthcare professionals' and facilities' inquiries through various engagement platforms, resolving customer concerns and complaints through creative problem-solving and consistently achieving 95% customer satisfaction ratings.
Proficiently leveraged customer support software and CRM systems, specifically Zendesk, in tandem with knowledge bases and FAQs to offer precise information and expertly resolve technical issues.
Achieved a first-contact issue resolution rate of 90% through cross-functional collaboration, improving customer satisfaction and contributing to valuable process enhancements.
Managed customer cases and an average of 50 daily support chats through a ticketing system, ensuring prompt response and solutions to inquiries and issues.
Proactively engaged in quality assurance and monitoring, ensuring service quality and a superior customer experience.

Boost Asset under Management and Liability Targets.
Execute customer retention initiatives.
Launch Core-Asset online platform.
Design onboarding process for usability improvement.

Implemented strategies to boost Asset under Management (AuM) and Liability Targets, including identifying and onboarding potential clients and exploring new business opportunities.
Spearheaded and executed customer retention initiatives and redesigned account opening forms, leading to enhanced usability and a 20% increase in customer engagement.
Collaborated across teams to design and launch the Core-Asset online platform, streamlining client investment lifecycle management and increasing efficiency to 80%.
Designed an Onboarding process that resulted in a 15% improvement in user experience, created templates for weekly and monthly productivity reports, and conducted industry surveys, enhancing benchmarking for client ROI and bolstering the company's competitiveness.

Manage business relationships.
Conduct go-to-market strategy development.
Enhance client growth and engagement.

Managed business relationships, built and managed client portfolios in public and private sectors, and conducted go-to-market strategy development through business analysis.
Led client engagement and presentations at forums, facilitated funding activities for Retirement Savings Accounts (RSAs), and collaborated on cross-functional team projects, significantly increasing the client growth rate by 70%.
Championed the pensions transfer window project, developing marketing campaigns, implementing radio advertisements, and distributing informational materials in collaboration with cross-functional teams, successfully enhancing client engagement and contributing to a 15% growth in the client base.

Manage client lifecycle on digital solutions.
Enhance bank's product management system.
Design SOP for new digital products.
Handle customer interactions across touchpoints.

Managed client lifecycle on all digital banking solutions, covering onboarding, retention, and growth, ensuring a seamless user experience across all digital products.
Gathered end-user requirements, business needs, and project objectives through feedback sessions and client meetings to enhance the bank's product management system, collaborated with cross-functional teams to create Functional Requirements Documents and use cases for application enhancements.
Designed comprehensive Standard Operating Procedures (SOP) for new digital products, executed client acquisition and retention strategies to enhance client growth rates, and created compelling templates and communication materials, leading to 70% boost in customer interaction and engagement across digital products.
Proactively handled customer interactions and engagement across various touchpoints, including calls, emails, application reviews, and social media, to provide exceptional customer service.