Grace Odah

Software Project Lead at ByteWorks Technology Solutions
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Contact Information
us****@****om
(386) 825-5501
Location
Abuja, Federal Capital Territory, Nigeria, NG

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5.0

/5.0
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Chinaka Ihechukwu Light

Grace is an exceptional team player who goes above and beyond in delivering excellence. I would recommend her.

Emmanuel Odah

Grace is such an intelligent fellow, that pays great attention to details while we studied together during our certificate course with LSBF. She has my 101 percent recommendation any time.

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Credentials

  • Foundations of Project Management
    Coursera
    Oct, 2023
    - Nov, 2024
  • Introduction to Technical Support
    Coursera
    Oct, 2023
    - Nov, 2024
  • Technical Support Fundamentals
    Coursera
    Aug, 2023
    - Nov, 2024
  • Introduction to CRM with HubSpot
    Coursera
    Jul, 2023
    - Nov, 2024

Experience

  • ByteWorks Technology Solutions
    • Nigeria
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Software Project Lead
      • Nov 2021 - Present

      -Managed end-to-end project lifecycles, from conceptualization and planning to execution, ensuring alignment with organizational objectives and client requirements.-Led cross-functional teams in the successful delivery of complex software projects, fostering collaboration, resolving conflicts, and promoting a positive team environment.-Implemented Agile methodologies and Scrum practices, leading to a 20% improvement in project efficiency and a 15% reduction in project timelines.-Developed and executed project plans, defining scope, goals, deliverables, resources, and timelines while mitigating risks and managing project constraints effectively.-Collaborated with stakeholders, including clients, product owners, and development teams, to gather requirements, clarify expectations, and ensure seamless communication throughout the project lifecycle.-Delivered training and support initiatives, significantly enhancing user satisfaction by 70% and ensuring a seamless user experience.-Teamed up with the quality assurance department to pilot test research tools, incorporating feedback and results into necessary revisions. This process enhanced functionality and usability significantly.-Provided mentorship and guidance to junior team members, fostering their professional growth and ensuring the development of a skilled and motivated project team. Show less

    • Management Representative for ISO 27001:2013
      • Oct 2021 - Dec 2021

      -I worked with external auditors to drive the certification and adoption of the QMS (quality management system) processes, implementation, and maintenance.-I undertook audits with the external auditors across all the departments and business areas, reviewing processes and engaging the team with appropriate training that drove and eased the adoption of the Quality management system.-Conducted an awareness session for the team so that we can all adhere to company policies and proceduresMy efforts led to the successful completion of ISO 9001:2015 and 27001:2013 certification for the company. Show less

    • Service Desk Analyst
      • Aug 2020 - Sep 2021

      -I employed a systematic approach to analyze customer complaints, delivering optimal solutions with professionalism and courtesy through emails, tickets, live chat, and phone interactions.-I played an integral role in shaping product development by meticulously logging and documenting consumer feature requests, contributing valuable insights for future updates and iterations.-I facilitated seamless user understanding of new features by translating complex functionalities into user-friendly training videos, user guides, and FAQs.-I proactively enhanced customer support resources by creating and maintaining an external Help Center and internal knowledge base. This comprehensive repository included meticulously crafted templates, training manuals, SOPs, and FAQs, enabling end-users to access guidance efficiently.- managed customer information and requests methodically, employing advanced ticketing solutions like FreshDesk, ClickUp and Jira. Utilizing these tools, I categorized and prioritized requests within a computerized database, ensuring a structured and efficient workflow.-I facilitated the onboarding processes, ensuring a smooth and expedited transition for new team members and new endusers. Show less

    • Business Analyst
      • Feb 2020 - Dec 2020

      -I elicited detailed business requirements from stakeholders by conducting interviews, surveys, and workshops to understand user needs, translating them into comprehensive and clear documentation.-Worked closely with quality assurance teams to develop test cases based on business requirements. I participated in testing processes, validating that the developed solutions met the specified criteria and resolved any issues identified during testing.-Created well-organized and detailed documentation, including business requirements documents (BRDs), use cases, process flow diagrams, and functional specifications. These documents served as a reference for development teams and ensured alignment between business needs and technical solutions.-Communicated effectively, addressed concerns, and ensured that all parties had a clear understanding of project goals and requirements.-Collaborated with development teams, providing clarifications and guidance during the implementation phase to ensure the final solution aligned with the intended objectives. Show less

    • Software Project Manager
      • Jun 2019 - Feb 2020

      -I meticulously oversaw the production team's performance, tracking daily task deliveries, and organizing workshops and training sessions to enhance productivity and skill development.-I took a hands-on approach in project development by creating comprehensive software engineering design description documents.-I efficiently scheduled and conducted sessions with the engineering team, elucidating epics, user stories, and tasks on Jira. This streamlined communication facilitated seamless project progress tracking and task management.- I maintained positive working relationships and effectively collaborated with co-workers and management, fostering a cohesive and productive work environment. Show less

    • IT Support Specialist
      • Dec 2018 - Jul 2019

      -I facilitated communication across departments and teams of developers to resolve escalated client issues.-I answered inbound calls, resolved customer queries, and communicated with clients through various channels. -Use standard operating procedure and basic troubleshooting for standard IT issues-I maintained detailed records of customer interactions in the CRM system-I handled troubleshooting scenarios with professionalism, patience, and understanding via chat or online meetings including screen sharing virtually using tools like Anydesk, and TeamViewer.-I resolved customer queries, recommended resources, and guided users through features and functionalities by providing training and SOP.-I provided timely resolution to customer inquiries and concerns using extensive product knowledge.-Developed help sheets, SOP and frequently asked questions lists for end users.-I have used tools and knowledge base efficiently to improve ticket processing time, documented and reported issues and resolutions, contributing to our knowledge base and providing insights for continuous product improvement.-I built a strong knowledge of product lines, assisted customers in product selection, and maintained a high first-contact resolution rate. Show less

  • Freelance
    • Virtual Assistant
      • Jul 2023 - Present

      -I provide comprehensive technical and administrative support, ensuring that tasks are handled professionally and promptly. -Leveraging CRM tools, I streamline requests and correspondence, leading to organized, categorized, and prioritized interactions, enhancing efficiency in managing communications. -I can collaborate with cross-functional teams to ensure effective communication and seamless workflow and consistently deliver top-notch results. -I excel in appointment booking, scheduling, file management, and email management. Show less

  • Exceeds Klass Nigeria Ltd
    • Administrative Project Manager
      • Mar 2023 - Present

      -I provide crucial administrative support to the team, this includes scheduling appointments, preparing reports, maintaining databases, and coordinating project timelines. -I facilitate cross-functional projects, ensuring that reports, professional opinions, and next steps are clear and well-executed. -I handle project file management and perform general office administration tasks. -I provide crucial administrative support to the team, this includes scheduling appointments, preparing reports, maintaining databases, and coordinating project timelines. -I facilitate cross-functional projects, ensuring that reports, professional opinions, and next steps are clear and well-executed. -I handle project file management and perform general office administration tasks.

  • Side Hustle
    • Nigeria
    • Education
    • 400 - 500 Employee
    • Product Management internship
      • Mar 2023 - May 2023

      -Developed detailed user personas, documented user stories, and crafted a strategic product roadmap for an innovative application connecting farmers and buyers. I utilized advanced project management techniques with the Whimsical tool to enhance collaboration and streamline the development process. -Designed user-friendly experiences by crafting clear user flows for an ecommerce website with the Whimsical tool to ensure seamless navigation and optimal functionality. -Conducted thorough requirements gathering using Google Forms, analyzing the obtained insights and feedback to diligently prioritize features. Created a well-organized roadmap that matched user requirements and market trends, guaranteeing the product's relevance and competitive edge. -Collaborated with teams using ClickUp, outlining product specifications in a clear Product Requirement Document for a food ordering app. Show less

  • RetailPoint Solutions Ltd
    • Abuja, Federal Capital Territory, Nigeria
    • e-commerce Operations Personnel
      • Jun 2017 - Nov 2018

      -Worked with the development unit to translate analytical data as regards sales. -Performed email marketing. -Provided product usage awareness and training to clients easing their onboarding. -Engaged in Newsletter writing. -Nurtured existing and new customers. -Worked with the development unit to translate analytical data as regards sales. -Performed email marketing. -Provided product usage awareness and training to clients easing their onboarding. -Engaged in Newsletter writing. -Nurtured existing and new customers.

Education

  • University of Jos
    Bachelor's degree, Computer Science
    2010 - 2015
  • London School of Business and Finance LSBF
    Certificate in business competency
    2018 - 2018

Community

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