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💼 See My Works

<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 Success Associate

Donorbox - Virginia, United States (2023 - Present)

Ongoing

• Providing technical troubleshooting and solutions for product and service issues, ensuring timely resolution for customers
• Contributing to the knowledge base by documenting solutions and best practices, improving self-service capabilities for customers.
• Resolving customer queries and complaints via email with accuracy and efficiency, achieving a 95% satisfaction rate.
• Unearthing valuable customer insights by analyzing customer feedback and requests through tickets. These insights directly fuel product development efforts and are implemented to address customer needs and improve satisfaction resulting in feature launch and updates.

Product Operations Manager

Loveworld Publishing Ministry - Lagos, Nigeria (2022)

Tasked with the responsibility to optimize the internal reporting process, operational efficiency, and results with the Contract Software Development team, I redesigned the communication between the Development team and the organization, centering product requirements and decisions on the organization's needs and user feedback. This way, I was able to drive a more effective development and use 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.
• 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.
• Took the 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.