Client Relationship/Product Operations Analyst

• Nov 2018 - Present

● Tracking and monitoring the activity of POS terminals across all our merchants to ensure usage, and proactively engaging them to see if problems are being encountered.● Liaise with the Data & Engineering team to provide context to the customer data in the creation of dashboards and admins.● Daily Payment and settlement analysis to identify gaps and escalate to the finance team for reconciliation.● Develop and implement a metric-based engagement strategy throughcustomer research and market surveys.● Analyse data from multiple platforms like Intercom, Metabase etc. to gaininsight into customer behavior and establish progress against internal/external KPIs.● Documentation & Weekly report generation for internal and external stakeholders. Show less

Customer Success Specialist

• Apr 2021 - Nov 2022

● Troubleshooting and solving problems for over 200,000 customers via Socialmedia (Twitter, Instagram, and Facebook), live chat, SMS, and phone calls toachieve over 95% customer satisfaction.● Analyzed Merchant transaction data on a weekly basis to recommend follow-up activities, upselling, and cross-selling opportunities● Carried out customer segmentation across our products to better understand and cater to the diverse needs, preferences, and behaviors of our different customer groups which enabled the development of targeted marketing strategies and provided personalized experiences to our customers.● Customer road mapping from onboarding to off-boarding to ensure a seamless experience.● Help Center set-up (Intercom,Zendesk). This includes FAQ, articles, resolution bots, macros. Show less

Product Support Officer (N-Power)

• Nov 2018 - Mar 2021

● Responsible for maintaining the records of over 500,000 Graduate and Non-Graduate beneficiaries in the Youth Empowerment scheme called N-Power under the administration of President Buhari.● Carried out payroll generation activities for the beneficiaries in the program.● Internal & External Stakeholder engagement.● Supervised the registration and data collection activities on-site at various locations in Nigeria.● Report writing, documentation, and presentation to stakeholders.● Support beneficiaries through phone calls, emails and, WhatsApp. Show less

Support Officer

• Oct 2018 - Jul 2019