SYLVESTER OKON NDIFREKE

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%.

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.

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.

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.