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<aside> 🚀 I am a driven and innovative professional with a proven track record of success in UX strategy, Customer Success, and Technical/Content writing. I am skilled in Agile Product Management, Customer Service, Writing, and Product analytics, with a passion for creating customer-centric solutions. I am a strong communicator and problem-solver with a love for learning and staying ahead of the curve.

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👔 Experience

Customer Support Specialist

Donorbox - Remote (2023 - Present)

Product Operations Manager

Loveworld Publishing Ministry - Lagos, Nigeria (2022)

In this role I streamlined internal reporting processes to enhance operational efficiency within the Contract Software Development team. By aligning product requirements and decisions with organizational needs and user feedback, I successfully optimized the utilization of the internal Reports Portal.

Accomplishments

• Reduced user onboarding time and increased product utilization by 50% through the execution of virtual live, one-to-one Staff training programs for 30+ team members, and on-demand technical support.
• Created a library of 9+ voice-over video resources to facilitate user onboarding and utilization of the Reports portal and to demonstrate user pain points to the Contract Software Engineering team.
• Showcased initiative by successfully leading the effort to update and automate the company's website, resolving a long-standing issue caused by a lack of readily available expertise.
• Implemented automation processes for up to 6 months, to give 20% off vouchers to customers celebrating their birthdays resulting in increased customer loyalty.
• Created 4 written internal technical guides for the teams' user best practices on updating the website, ensuring the issue does not arise again.

Responsibilities

• Facilitated communication between the Contract Software Engineering team, and the organization, to organize features releases and ensure compliance with the schedule.
• Identified product opportunities and prepared recommendations to track the use of the reports portal and the impact on end users.