Sampson Branson
Web3 Community Manager | Customer Service Professional
Lagos, NG.About
Proactive and customer-focused professional with a unique blend of hospitality and Web3 expertise, passionate about delivering exceptional client experiences. Excels in conflict resolution, communication, and customer engagement, leveraging strong interpersonal and digital customer support skills. Committed to bridging the gap between technology and user experience by managing online communities, resolving complex concerns, and maintaining high service standards to drive satisfaction and retention.
Work
99 Apartments
|Customer Service Representative
Lagos, Lagos, Nigeria
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Summary
Served as the primary client contact, effectively managing inquiries and coordinating maintenance to enhance tenant-landlord relationships and satisfaction.
Highlights
Acted as the primary point of contact for clients, efficiently managing diverse inquiries, complaints, and service requests for apartment rentals.
Ensured smooth apartment maintenance coordination between tenants and property owners, significantly reducing resolution times and improving efficiency.
Strengthened customer relationships and trust, successfully improving client retention and overall satisfaction through proactive engagement.
Tife Retours and Apartments
|Housekeeping Supervisor
Lagos, Lagos, Nigeria
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Summary
Supervised housekeeping operations and staff to ensure high standards of cleanliness and guest satisfaction across apartment facilities.
Highlights
Supervised a team of housekeeping staff, meticulously ensuring the cleanliness and maintenance of multiple apartment units.
Managed staff schedules and comprehensive training programs, upholding stringent standards of hygiene and guest satisfaction.
Coordinated effectively with management to promptly resolve guest complaints, contributing to a consistently pleasant guest environment.
Yatch Hotel
|Customer Service Care
Lagos, Lagos, Nigeria
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Summary
Delivered high-quality customer service at a hotel, managing guest interactions from check-in to proactive complaint resolution.
Highlights
Delivered high-quality customer service, assisting guests with efficient check-in processes, inquiries, and proactive complaint resolution.
Significantly improved guest satisfaction scores through personalized service and effective issue resolution strategies.
Utilized specialized hotel software to accurately track guest interactions and service requests, enhancing operational efficiency.
Volunteer
DEX Online (DESA)
|Web3 Community Manager, Moderator & Customer Service Representative
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Summary
Led Web3 community engagement and customer support initiatives for DEX Online, enhancing user experience and platform satisfaction.
Highlights
Managed and moderated online communities for Web3 platforms, fostering engagement and maintaining positive interactions, achieving over 20% engagement rate growth.
Provided dedicated customer support to Web3 users, effectively resolving inquiries and significantly improving overall platform satisfaction.
Assisted in comprehensive product feedback collection, directly contributing to user experience improvements and feature enhancements.
Education
Victory Island Secondary School
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High School Diploma
General Studies
Languages
English
Certificates
Web3 Community Manager Certification
Issued By
Ongoing
Web3 Customer Service Care Training
Issued By
Ongoing
Skills
Customer Service & Support
Customer Support & Service Excellence, Conflict Resolution, Problem-Solving, Communication, Active Listening, CRM Software (Zendesk, Freshdesk), Multi-Channel Support (Phone, Email, Social Media), Hospitality & Guest Relations.
Web3 & Community Management
Community Management (Web3), Web3 Product Knowledge, Online Community Moderation, Community Engagement.
Operational & Administrative
Data Entry, Reporting, Scheduling, Staff Training, Guest Relations.