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Summary

Experienced Customer success manager bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.

Years of Experience

6 years

Work Experience

ROQQU

Customer Experience Manager

January 2018 - February 2022

  • Display a positive attitude toward the Consumer Services Team by maintaining professionalism, respect, courtesy and support to others
  • Provide accurate information regarding product features, specifications and recommended uses of the products of the company.
  • Resolve customer issues and answering questions in a professional and courteous manner
  • Provide feedback and status reports regarding customers problem identification and resolution
  • Ensure accurate processing and monitoring of customer complaints
  • Attended to customers complaint
  • Resolution of customers Issues
  • Using the Intercom software to attend to customers issues
  • Placing of calls to customers to aid a quick resolution of their issues
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Facilitated penetration of key accounts via strategic planning initiatives.
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Used softwares such as Zendesk, Intercom, Trello, Hootsuite strategies to promote exceptional customer service and create positive environment for employees and clients.

Google( Remote)

UI/UX Designer

March 2018 - September 2019

  • Gather and evaluate user requirements in collaboration with product managers and engineers
  • Illustrate design ideas using storyboards, process flows and sitemaps
  • Design graphic user interface elements, like menus, tabs and widgets
  • Build page navigation buttons and search fields
  • Develop UI mockups and prototypes that clearly illustrate how sites function and look like
  • Create original graphic designs (e.g. images, sketches and tables)
  • Prepare and present rough drafts to internal teams and key stakeholders
  • Identify and troubleshoot UX problems (e.g. responsiveness)
  • Conduct layout adjustments based on user feedback
  • Adhere to style standards on fonts, colors and images
  • planMing and implementation of new designs
  • Optimization of existing user interface designs
  • Testing for intuitivity and experience
  • Communicate with clients to understand their business goals and objectives
  • Develop technical and business requirements and always strive to deliver intuitive and user-centered solutions
  • Combine creativity with an awareness of the design elements
  • Create prototypes for new product ideas
  • Test new ideas before implementing
  • Conduct an ongoing user research

Microsoft (Remote)

Product Manager

April 2017 - February 2018

  • Gathering data to come up with ideas for new products and features including curating ideas and deciding which ones are worth working on
  • Analysing market and competition data to create products to match and surpass current industry standards
  • Defining the product vision, product roadmap, and product positioning
  • Creation, maintaining, and adjusting the product-line-level strategy and production schedules
  • Communicate product vision to the sales and product marketing teams to obtain market share for the product
  • Creates product requirements for the engineering and support teams to bring new products to market or to enhance existing features
  • Balances the needs of the customers and limitations defined by stakeholders
  • Advocating for the product and the team members to the board
  • Managed testing to detect and fix issues to make necessary improvements
  • Gathering of customer feedback to further improve the product.
  • Manages the health and performance of the team by monitoring its members
  • Coordinates with respective teams regarding product launch
  • Tracks product performance
  • Oversees product throughout the product lifecycle.

Wordpress ( Remote)

Content Writer( intern)

March 2016 - April 2018

  • Researched industry-related topics (combining online sources, interviews and studies)
  • Write clear marketing copy to promote our products/services
  • Prepare well-structured drafts using Content Management Systems
  • Proofread and edit blog posts before publication
  • Submit work to editors for input and approval
  • Coordinate with marketing and design teams to illustrate articles
  • Conduct simple keyword research and use SEO guidelines to increase web traffic
  • Promote content on social media
  • Identify customers’ needs and gaps in our content and recommend new topics
  • Ensure all-around consistency (style, fonts, images and tone)
  • Update website content as needed

Iworker United States (Remote)

Virtual UI/UX Designer

May 2019 - January 2022

  • Manage and execute tasks and projects for over 6 entrepreneurs simultaneously.
  • Create contents (Videos and Graphics) for entrepreneurs with tools such as Adobe Photoshop, Premier pro, Canva and Figma.
  • Manage the social media campaign and page for different entrepreneurs with tools such as Hootsuite, Zoho, Buffer etc.
  • Create and manage ads on google and social media platforms.
  • Recommend implementation plan and timeline activities for projects and administrative tasks.
  • I carry out research assignment on diverse areas and industries.
  • Design UI/UX screens (Mobile and web App) for products (Product Design).
  • Web development and management via WordPress and Duda.
  • Execute other tasks such as email and calendar management, data entry and administrative tasks
  • Blog posting in compliance with SO and optimizing Blog Articles.

Skills

  • Analytical skills

    Active listening skills

    Communication skills

    Customer service skills

    Leadership skills

    Management skills

    Problem solving skills

    Leadership experience

    Organisational know-how

    Software programmer

    Blockchain developer Ganache ( in view)

    SQL

    Microsoft PowerPoint and Excel

    Tableau

    Python

    Microsoft SQL server

    Sas

    Prototyping

    Mockup

    Wireframing

    Agile

    Information architecture

    Revenue growth

    Strategic Communication

    Client Service Optimization

    Intercom

    Hootsuite

    Zoom

Education

University of port harcourt

Linguistics - Bachelor of Arts

2011 - 2016

Languages

Language

English: 

Mother Tongue

Language

Spanish: 

Very Good

Language

French: 

Very Good

Courses and Certificates

Microsoft Certified Data Analyst Associate

Udemy certificate for data analyst

Udemy certificate for UI/UX designs

CRM certificate

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