NAA OKAILEY OKYNE
Paris
Summary
Results-driven EM Lyon Business School graduate with over 2 years of experience in client-facing roles, including impactful positions at Saint-Gobain and Shippeo. Demonstrates expertise in onboarding, client relations, and product adoption within international contexts. Proven track record in enhancing customer satisfaction and retention, aiming to leverage skills in Customer Success or Account Management to drive sales growth and cultivate lasting client partnerships.
Overview
6
6
years of professional experience
Work History
Junior Customer Success Manager
Shippeo
Paris
06.2024 - Current
- Managed 15 client accounts, maintaining a 100% retention rate and driving product satisfaction through tailored support
- Identified upsell and cross-sell opportunities through comprehensive data analysis, resulting in increased revenue by 15%
- Led training and onboarding sessions, increasing product adoption and usage by 60%
- Delivered customized solutions to achieve 75% customer satisfaction.
Checkout Assistant
Auchan
Lyon
09.2023 - 05.2024
- Resolved customer complaints with professionalism, reducing escalations by 10%
- Encouraged loyalty card sign-ups, surpassing monthly targets by 25%
- Generated repeat business through excellent rapport with regular customers
- identified client pain points and collaborated with management to implement targeted solutions, boosting customer satisfaction by 15%.
Innovation Manager
Saint-Gobain
Paris
01.2023 - 06.2023
- Developed a SharePoint site containing training materials, driving a 60% boost in user engagement.
- Trained 50 key users on new software, achieving a 40% improvement in skill levels and adoption rates.
- Leveraged survey insights to identify 4 product enhancements, improving user experience
Bilingual Customer Service Representative
Opteven
Lyon
03.2022 - 09.2022
- Handled an average of 20 calls per day, resolving 80% of customer inquiries at first contact
- Collaborated with team members to streamline issue resolution, reducing complaint handling times by 25%
- Delivered exceptional service during peak holiday seasons, earning recognition and a performance bonus
- Anticipated customer needs through proactive follow-ups, driving 80% positive customer satisfaction
Sales Associate
Vera Causa Realty
Accra
10.2018 - 08.2021
- Successfully closed 10+ property transactions, exceeding sales targets by 20%, contributing to revenue increase
- Leveraged social media platforms and online listings to generate a 30% increase in property inquiries and viewings
- Built and maintained strong relationships with clients, leading to a 40% repeat business rate and 60% referrals
Education
PGE: MSc. - Master in Management
EM Lyon Business School
Lyon, France05.2025
BSc. - Business Administration
Ashesi University
Accra, Ghana06.2017
Skills
- Proficient in Microsoft Office
- Salesforce Proficiency
- Experienced with Slack Communication
- Proficient in Tableau Dashboards
- Zendesk Proficiency
- Expertise in Google Suite Applications
- Effective Time Management
- Initiative Taking
- Project Management
- Organizational skills
- Adaptability in Global Teams
- Customer Service Management
- Account Relationship Development
- Analytical Problem-Solving
Languages
- English, Native
- French, Proficient
- Ghanaian Languages (Twi & Ga), Native
Affiliations
- Reading
- K-drama
- Baking
- Dance
Languages
English
First Language
French
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Junior Customer Success Manager
Shippeo
06.2024 - Current
Checkout Assistant
Auchan
09.2023 - 05.2024
Innovation Manager
Saint-Gobain
01.2023 - 06.2023
Bilingual Customer Service Representative
Opteven
03.2022 - 09.2022
Sales Associate
Vera Causa Realty
10.2018 - 08.2021
PGE: MSc. - Master in Management
EM Lyon Business School
BSc. - Business Administration
Ashesi University
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