Wellapath - AI Symptoms Checker
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Summary
Led a cross-functional team of 15+ members to develop an AI-powered symptom checker, addressing basic healthcare access gaps in peri-urban and rural Nigeria.
About
Results-driven Customer Experience Specialist with over 5 years of experience in EdTech and e-commerce, strategically transitioning into Product Management. Proven ability to leverage data analysis, user research, and Agile methodologies to identify product gaps, reduce support inquiries by 30%, and deliver impactful UX improvements, including an 18% increase in onboarding completion. Currently pursuing a Product Management Diploma to formalize expertise in driving user-centric solutions from discovery to launch.
Work
ALX Africa
|Talent Support Analyst
Mauritius, Mauritius
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Summary
Led usability testing and data analysis initiatives to enhance learner onboarding and reduce support inquiries for a global EdTech platform.
Highlights
Led usability testing for 50+ users, delivering 5 critical UX improvement recommendations adopted by the product team, which increased onboarding completion rate by 18%.
Analyzed over 500 monthly support tickets to identify product gaps and pain points, partnering with engineering to prioritize 3 feature enhancements that reduced repetitive inquiries by 30%.
Collaborated with the product team on backlog grooming sessions, translating complex user feedback into actionable user stories and acceptance criteria.
Maintained a 95% first-response SLA within 24 hours and achieved a 4.7/5.0 CSAT score across 2,000+ learner interactions, demonstrating exceptional service quality.
Coordinated cross-functional efforts among Support, Product, and Engineering to resolve escalated technical issues with an average 48-hour resolution time.
ALX Africa
|Learner Community Experience Coordinator
Lagos, Lagos, Nigeria
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Summary
Coordinated community engagement and operational improvement initiatives, leveraging feedback and data to enhance learner experience and drive product decisions.
Highlights
Gathered and synthesized qualitative feedback from 200+ learners through surveys and interviews, directly informing product roadmap priorities and resulting in 2 feature implementations.
Increased community event participation by 25% through data-driven engagement analysis and targeted communication strategies.
Improved operational data accuracy by 15% through process documentation and automation, enabling reliable product metrics and informed decision-making.
Created an internal knowledge base that reduced onboarding time for new team members by 20%, enhancing team efficiency and knowledge transfer.
RCCG
|Administrative Officer
Lagos, Lagos, Nigeria
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Summary
Designed and implemented data-driven engagement initiatives, utilizing user feedback and CRM tools to track KPIs and inform program improvements.
Highlights
Designed data-driven engagement initiatives that increased program participation by 40% through user behavior analysis and feedback implementation.
Collected and synthesized user feedback through surveys and focus groups to inform program feature improvements and roadmap priorities.
Maintained CRM databases and generated performance reports using Notion and Google Sheets to track KPIs and inform decision-making.
Jumia
|Customer Service Agent
Lagos, Lagos, Nigeria
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Summary
Identified and resolved product friction points, implemented efficient escalation workflows, and analyzed customer pain points to inform product enhancements.
Highlights
Identified product friction points from 500+ customer interactions, escalating recurring issues to the product team, resulting in 3 platform improvements.
Designed and implemented an escalation workflow that reduced response times by 20%, significantly improving customer satisfaction and operational efficiency.
Analyzed customer pain points across order management, payments, and delivery to provide actionable insights for product enhancement recommendations.
Education
Olabisi Onabanjo University
Ogun State, Ogun, Nigeria
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Bachelor of Science
Physics
Certificates
Diploma in Product Management
Issued By
AltSchool Africa
ALX AI Augmented Professional Development Skills
Issued By
ALX
ALX Virtual Assistant Course (Non-Honors)
Issued By
ALX
Skills
Product Management
Requirements Gathering, User Stories, Customer Journey Mapping, Backlog Grooming, Sprint Planning, MVP Definition, Feature Prioritization, Competitive Analysis, A/B Testing, Experimentation, Product Vision, PRD, Agile Methodology, Product Development Lifecycle, Roadmap Prioritization, UX Recommendations.
Data Analysis & Tools
SQL (Basic Queries), Product Analytics (Google Analytics, Mixpanel), Data Analysis, KPI Tracking, CRM Tools (Zendesk, Salesforce, Freshdesk), Design Tools (Figma, Miro, Whimsical), User Research, Qualitative Feedback, Quantitative Analysis.
Project Management & Collaboration
Agile/Scrum Methodologies, Cross-functional Team Coordination, Slack, Notion, Asana, ClickUp, Jira, Google Workspace, Stakeholder Management, Team Leadership.
Customer Experience & Support
Usability Testing, User Feedback Analysis, Customer Satisfaction (CSAT), Support Ticket Resolution, Learner Onboarding, Escalation Management.
Process Optimization
Process Documentation, Automation, Knowledge Base Development, Operational Efficiency, SLA Management.