Chimuanya Anne Dike

Spearheaded customer support as founding lead, scaling the user base from 0 to over 37,000 active users across flagship applications like PayedIn and ProInvoice through proactive engagement strategies.

Provided multi-channel first-line and technical support (calls, email, social media, chat), resolving complex user complaints, bugs, and onboarding issues to ensure timely resolution.

Managed Leadzconnect CRM, tracking all support activities via IONOS to ensure real-time response and optimize engagement quality.

Drove user engagement and retention through inbound/outbound calls, upsell initiatives, and churn reduction strategies, generating daily, weekly, and monthly reports on subscription metrics and auto-renewal revenue.

Expanded brand presence by organically growing social media (LinkedIn, Instagram) and producing engaging blog content, enhancing brand visibility beyond core responsibilities.

Contributed to product development by participating in Dev sprint meetings, performing regular app/website testing, logging bugs, and providing user-centric insights for feature enhancements.

Facilitated product adoption by coordinating demos, onboarding new users, and training SMEs to leverage platforms for improved operational efficiency.

Reduced support ticket volume by developing and implementing a structured FAQ and comprehensive knowledge base, improving self-service options for users.

Successfully managed diverse support and operations functions as a one-person team within a fast-paced startup, demonstrating exceptional versatility and initiative.

Communicated consistently with leadership, managing customer service effectiveness by monitoring team performance and analyzing key metrics.

Delegated tasks and oversaw team member work, ensuring high productivity and adherence to quality standards.

Monitored multi-channel customer inquiries (calls, live chat, tickets), ensuring timely responses and effective issue resolution.

Implemented crisis management techniques to address disruptive events, delivering corrective solutions and maximizing customer satisfaction.

Communicated proactively with customers regarding account changes, new product offerings, and potential upgrades, enhancing customer understanding and adoption.

Delivered basic technical support across a diverse range of company products, ensuring client issue resolution.

Provided personalized help desk support via phone, email, and chat, ensuring a customer-centric experience without reliance on scripts.

Troubleshot a diverse range of basic technical and non-technical issues related to web hosting plans and services, ensuring prompt resolution.

Consistently met and exceeded departmental performance standards for customer satisfaction and issue resolution.

Engaged customers to effectively present product and service value propositions, successfully driving renewals and new purchases.

Delivered front-line support for level one escalations via telephone and email, efficiently resolving customer queries.

Analyzed customer needs and feedback to recommend potential product and service enhancements to management, demonstrating proactive problem-solving.

Managed daily operations for all company social media channels, ensuring consistent brand presence and engagement.

Supported comprehensive planning and execution of digital marketing campaigns across diverse online channels.

Facilitated effective client communication, aligning project objectives with successful outcomes.

Coordinated and managed website design, content, quality, and functionality to optimize user experience and brand representation.

Planned and executed a consistent schedule of email marketing activities, enhancing customer communication and engagement.

Leveraged social media strategies to significantly enhance company profile and expand audience reach.

Coordinated the production and printing of community classified advertisements, supporting local outreach initiatives.