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Fortunater O
@fortune_okoye
Customer Success Manager
Australien
Englisch
Über mich
I am a Customer Success professional with over six years of experience delivering customer-centric solutions and driving adoption within financial services. I specialize in customer lifecycle management and data-driven decision-making using Gainsight, Salesforce, and SQL to improve retention and operational efficiency.
Kompetenzen
Fortunater O
offline •
Durchschnittliche Antwortzeit: 1 Stunde
Meine Dienstleistungen
Abbildung der Customer Journey
I will improve your customer onboarding process
Portfolio
Arbeitserfahrung
Financial Care Specialist
Santander UK • Vollzeit
Apr 2026 - Jul 2026 • 3 mos
Managed customer relationships across loans, mortgages, and credit card products, providing personalised support to customers experiencing financial difficulty while ensuring regulatory compliance and consistently positive outcomes. Key achievements: • Managed complex customer interactions using active listening, consultative questioning and conflict resolution to identify sustainable financial solutions tailored to individual customer needs. • Increased digital adoption by educating customers on secure self-service banking tools, including Voice ID, improving accessibility, security and customer experience. • Partnered with specialist teams to coordinate tailored support for vulnerable customers, ensuring consistent service delivery and regulatory compliance. • Contributed customer insights that supported continuous service improvement and enhanced the overall customer experience. • Maintained a high level of customer satisfaction by resolving complex enquiries efficiently while ensuring compliance with FCA regulations and internal governance standards.
Bank
Vollzeit • 6 yrs 8 mos
Customer Operations Manager
Mar 2022 - Nov 2025 • 3 yrs 8 mos
Led customer operations for a portfolio of 10,000+ retail and business customers, driving customer success initiatives that improved onboarding, adoption, retention, and operational performance. Partnered with Operations, Compliance and Relationship Management teams to optimise customer journeys, improve service delivery and deliver measurable customer outcomes. Key achievements: • Managed the end-to-end customer lifecycle for over 10,000 customers, enhancing account management, boosting customer engagement, and increasing long-term retention. • Designed client onboarding frameworks and customer journey mapping playbooks, resulting in a 30% reduction in account activation time and improved product adoption. • Developed customer engagement and adoption strategies aligned with business objectives, contributing to a 12% increase in annual revenue through proactive relationship management. • Developed customer performance dashboards using SQL and Excel to monitor service trends, identify retention risks and support data-driven decision-making for senior leadership. • Analysed customer feedback and operational insights to identify service improvement opportunities, strengthen customer engagement and enhance the overall customer experience. • Led and coached a 50-person customer team, developing customer enablement resources that reduced repeat customer enquiries by 25% while embedding a customer-first culture. • Led process optimisation initiatives that automated service workflows, reducing audit turnaround time by 40%, improving operational efficiency, data quality and regulatory compliance. • Partnered across Compliance, Operations and Relationship Management teams to strengthen cross-functional collaboration, stakeholder engagement and customer outcomes. • Recognised through the Access SEAL Leadership Programme for excellence in customer engagement, leadership and operational excellence.
Assistant Branch Service Manager
Mar 2019 - Mar 2022 • 3 yrs
Managed branch operations, customer service delivery and regulatory compliance while leading service improvement initiatives that strengthened customer relationships & improved operational performance. Key achievements: • Led daily branch operations, ensuring exceptional customer service and operational governance • Achieved 95%+ audit compliance through strong operational controls, staff coaching and continuous process improvement. • Championed digital banking adoption through customer education initiatives, reducing branch footfall by 90% while improving customer convenience and engagement. • Strengthened customer acquisition and retention through personalised relationship management and tailored service delivery. • Identified and implemented cost-reduction initiatives, achieving 15% operational savings.
