Summary
Overview
Work History
Education
Skills
Achievements Awards
Timeline
Generic

KATHRYN CUDJOE

Summary

Results-driven Customer Retention and Account Management professional with 15+ years of experience in the telecommunications and financial services industries. Adept at leading high-performing telesales and customer retention teams to drive revenue growth, customer satisfaction, and long-term loyalty. Proven ability to design and implement data-driven retention strategies, develop sales and upgrade campaigns, and coach future sales leaders. Strong expertise in CRM systems, customer experience management, and strategic planning. Passionate about delivering exceptional customer value and driving financial inclusion through innovative retention initiatives.

Overview

18
18
years of professional experience

Work History

Senior Corporate Account Manager (FMCG Sector)

Telecom Ghana
04.2024 - Current
  • Developed and executed customer retention and sales strategies to increase client loyalty and revenue growth
  • Spearheaded customer retention initiatives, ensuring consistent engagement and satisfaction
  • Led cross-functional teams to streamline processes and enhance customer-centric solutions
  • Designed and implemented account-based strategies to boost customer lifetime value
  • Negotiated customer contracts with a focus on long-term retention and satisfaction
  • Managed key customer relationships through structured call programs and targeted retention efforts
  • Cultivated a strong customer-first culture, ensuring Telecom remains the preferred provider

Corporate Account Manager (Financial Sector)

Vodafone Ghana
07.2016 - 03.2024
  • Led telesales and customer retention campaigns focused on maximizing customer lifetime value
  • Managed a large portfolio of corporate clients, ensuring retention through tailored solutions
  • Developed high-impact sales strategies, increasing retention rates and customer engagement
  • Conducted detailed industry and behavioral analysis to drive data-backed decision-making
  • Achieved recognition as a high performer in the 2020/2021 and 2021/2022 Fiscal Years
  • Championed initiatives that strengthened corporate partnerships and improved retention metrics
  • Managed vendor relationships related to customer insight tools and retention analytics

Corporate Account Manager (Public Sector)

Vodafone Ghana
03.2014 - 06.2016
  • Designed and executed customer retention campaigns that reduced churn and increased engagement
  • Managed 34 key accounts, ensuring high levels of customer satisfaction and retention
  • Consistently exceeded sales and retention targets, achieving 100% growth for four consecutive quarters
  • Implemented proactive customer issue resolution strategies to improve service experience
  • Identified trends and customer pain points to inform strategic retention planning

Retail Advisor

Vodafone Ghana
11.2010 - 02.2014
  • Delivered exceptional customer service to drive retention and repeat business
  • Provided expert guidance to customers, improving satisfaction and loyalty
  • Conducted sales consultations and product demonstrations, addressing objections effectively
  • Recommended tailored solutions based on customer needs and preferences

Sales Ambassador

Fidelity Bank
09.2007 - 01.2010
  • Developed relationships with existing customers to ensure long-term retention
  • Engaged with customers to understand their financial needs and provide appropriate solutions
  • Assisted in developing customer acquisition and retention strategies
  • Explained promotions and offers to maximize customer engagement

Education

MSc - Supply Chain Management

Coventry University
United Kingdom

Postgraduate Certificate - Business Administration

GIMPA
Ghana

Bachelor of Arts - English

University of Cape Coast
Ghana

Skills

  • Corporate Sales
  • Business Analysis
  • Financial Analysis
  • Relationship Management
  • Client Relationship Building
  • Contract Negotiation
  • Portfolio Management
  • Pipeline Management
  • Forecasting
  • CRM Expert
  • Customer Retention Strategies
  • Telesales & BPO Management
  • Sales & Upgrade Campaign Development
  • Customer Experience Management

Achievements Awards

  • 2023, Top Enterprise Sales Performer, Recognized for exceptional customer service and outstanding contributions to sales growth at Telecom Ghana.
  • 2008, Best Sales Ambassador, Awarded for outstanding sales performance in the Loans Department at Fidelity Bank.

Timeline

Senior Corporate Account Manager (FMCG Sector)

Telecom Ghana
04.2024 - Current

Corporate Account Manager (Financial Sector)

Vodafone Ghana
07.2016 - 03.2024

Corporate Account Manager (Public Sector)

Vodafone Ghana
03.2014 - 06.2016

Retail Advisor

Vodafone Ghana
11.2010 - 02.2014

Sales Ambassador

Fidelity Bank
09.2007 - 01.2010

MSc - Supply Chain Management

Coventry University

Postgraduate Certificate - Business Administration

GIMPA

Bachelor of Arts - English

University of Cape Coast

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KATHRYN CUDJOE