About
Customer-centric professional with a proven track record in customer success, quality assurance, and operational excellence, now transitioning into product management. Leverages strong analytical, communication, and problem-solving skills to enhance customer experiences, streamline processes, and drive loyalty. Committed to achieving operational excellence and optimizing outcomes in fast-paced, customer-focused environments.
Education
Techsters Women Fellowship Program
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Fellowship
Product Management
University of Ibadan
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BSc.Ed
Teacher Education
Work
Paystack
|Customer Success Associate
Ikeja, Lagos State, Nigeria
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Summary
Drives customer satisfaction and operational efficiency by optimizing service processes, managing customer onboarding, and resolving complex inquiries.
Highlights
Provided critical feedback to enhance customer service processes and customer activation activities, significantly improving operational efficiency.
Served as the primary contact for onboarding and activating new businesses via email, streamlining the initial customer journey.
Managed and resolved complex customer complaints within defined time limits, ensuring high satisfaction and retention rates.
Delivered general advisory support and guidance on KYC-related inquiries, maintaining compliance and customer trust.
Collaborated with the team to uphold extremely high standards for response quality, fostering positive customer relationships and brand loyalty.
Jumia
|Customer Service Agent
Yaba, Lagos State, Nigeria
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Summary
Optimized customer interactions by providing tailored solutions, maintaining product knowledge, and coaching team members.
Highlights
Proactively adapted to rapid changes in product and service offerings, ensuring consistent and effective customer support.
Responded to diverse customer requests, providing tailored recommendations that effectively addressed individual needs and built loyalty.
Coached, trained, and mentored team members, enhancing overall team performance and service delivery.
Efficiently executed multiple strategic projects, including successful Inbound and Outbound telesales campaigns.
Paragon Secondary School
|Classroom Teacher
Ukwuani, Delta State, Nigeria
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Summary
Managed student learning and development by assessing progress, documenting records, and fostering positive classroom environments.
Highlights
Assessed student learning progress through routine tests and standardized examinations, identifying areas for improvement.
Documented and managed academic records for over 40 students, including attendance, assignments, grades, and participation.
Established and enforced behavioral guidelines to promote social development and maintain positive classroom interactions.
Designed dynamic lesson plans tailored to student interests, contributing to an increase in average student grades.
Languages
Yoruba
English
Skills
Customer Success & Support
Customer Success, Customer Service, Complaint Resolution, Customer Relationship Management (CRM), Customer Activation, Onboarding, Service-Oriented Behaviors, Tailored Solutions.
Product Management
Product Management, Software Product Management, Cloud Product Management, Business Specialization.
Operational Excellence
Operational Excellence, Quality Assurance (KYC), Process Improvement, Efficiency Optimization, Delivery Excellence, Multi-Initiative.
Communication & Interpersonal
Oral Communication, Written Communication, Active Listening, Relationship Management, Team Collaboration, B2B Communication, B2C Communication.
Problem Solving & Analysis
Problem Solving, Analytical Skills, Decision Making, Data Analysis, Strategic Thinking.
Project & Task Management
Project Management, Organizational Skills, Time Management, Task Prioritization, Multi-tasking.
Technical & Digital Literacy
Digital Savvy, Computer Skills, CRM Tools, Customer Support Systems, Multi-line Phone Systems, Documentation Management.
Leadership & Mentorship
Team Leadership, Coaching, Mentoring, Training, Student Engagement, Classroom Management.
Sales & Business Development
Telesales (Inbound/Outbound), Business Development, Product Knowledge, Market Understanding.
References
References
References are available upon request.