SYLVESTER OKON NDIFREKE
Product & Operations Analyst | Customer Experience Lead
Lagos, NG.About
Highly analytical and results-driven Product Analyst with expertise in product operations, QA testing, and customer experience. Proven ability to drive iterative product development, improve SLA compliance to over 95%, and ensure 98%+ data accuracy for tech-driven applications. Leverages cross-functional collaboration and customer insights to deliver measurable impact and foster product growth within dynamic organizations.
Work
GOURMET TWIST
|Product Operations, Customer Experience & Data Entry Lead
Lagos, Lagos, Nigeria
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Summary
Led product operations, customer experience, and data management for the ZUPA app, driving product ideation, quality assurance, and service improvements.
Highlights
Spearheaded product ideation initiatives by translating user insights from ZUPA app usage into actionable feature updates and UI/UX enhancements.
Executed comprehensive QA and manual UAT testing for app releases, meticulously identifying and logging defects to recommend critical UI/UX enhancements.
Managed multi-channel customer support across app, phone, and email platforms, achieving a 20% increase in customer satisfaction scores.
Optimized service delivery to achieve 95%+ SLA compliance for response and resolution times, significantly enhancing customer trust and retention.
Ensured 98%+ data accuracy in maintaining detailed order, dispatch, and stock records, streamlining cross-functional coordination and operational efficiency.
Collaborated cross-functionally with Product, Logistics, and Operations teams to resolve recurring customer concerns, boosting order accuracy and service quality by 25%.
Designed and delivered training programs for new team members, elevating overall resolution competence within the team by 20%.
SYLVAGOLD DE'KING DAVID INT. LTD
|Customer Success Manager
Lagos, Lagos, Nigeria
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Summary
Managed key accounts and implemented customer success initiatives to drive retention, reduce churn, and increase referral business.
Highlights
Strategically managed a portfolio of key accounts, achieving a 20% increase in customer retention and identifying significant upsell opportunities.
Implemented proactive customer success initiatives that successfully reduced customer churn by 15%.
Optimized client onboarding processes, resulting in a 25% reduction in time-to-value for new customers.
Cultivated and maintained strong, trust-based client relationships, leading to a 30% increase in referral business.
YINX BOTTEGA
|Retail Sales Associate
Lagos, Lagos, Nigeria
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Summary
Provided personalized customer service and managed operational tasks to enhance sales and customer loyalty for a female boutique.
Highlights
Provided personalized customer service, cultivating strong client relationships that significantly increased customer retention and loyalty.
Streamlined retail operations by efficiently managing customer requests, transactions, inventory, and purchase orders, enhancing overall efficiency.
Boosted brand awareness and sales by organizing and executing boutique events, product demonstrations, and promotional campaigns.
YINX BOTTEGA
|Social Media Marketing Manager
Lagos, Lagos, Nigeria
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Summary
Managed and executed social media marketing strategies to enhance brand visibility and generate new leads for a female boutique.
Highlights
Designed and executed targeted social media campaigns across Instagram, Facebook, and WhatsApp, significantly improving brand visibility and engagement.
Launched and managed influencer marketing campaigns, successfully expanding audience reach and generating qualified leads.
Managed online customer inquiries and interactions, fostering digital engagement and contributing to customer retention.
Education
University of Lagos
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B.Sc.
Economics
Certificates
Diploma in Product Management
Issued By
Altschool Africa
Product-Led Growth Fundamentals
Issued By
Wes Bush
Customer Support Essentials
Issued By
HubSpot Academy
Skills
Product Management & Operations
Product Testing & QA (Manual, UAT), User Feedback & Bug Reporting, Workflow & Process Improvement, Agile Methodologies, Product Ideation, UI/UX Enhancements.
Customer Experience & Success
SLA Compliance & Resolution Efficiency, Customer Experience & Support, Cross-functional Collaboration, Customer Retention, Client Onboarding, Relationship Management.
Data & Analytics
Problem Solving & Analytical Thinking, Order Management, Data Entry, User Insights Analysis.
Tools & Technologies
Trello, Slack, Google Workspace, Microsoft Excel.
Marketing & Sales
Social Media Campaigns, Influencer Marketing, Brand Visibility, Lead Generation, Sales Promotion.