Digital Content Developer

• Mar 2020 - Present

Content:Crafting compelling content and campaigns across all Carbon’s channels of communication.Provide content pillars for a variety of online platforms (such as Twitter, Instagram, Facebook, YouTube, blogs, websites) and offline platforms (TV, Billboards, Newspapers, etc.)Create content for Carbon’s weekly newsletter to foster engagement about the product. Research and plan out effective and engaging content ideas for industry-related topics that are shared across the team.Define, maintain, and enhance Carbon’s overall content strategy, ensuring the brand’s messaging is consistent across platforms, timely, and centers around Carbon as an ideal destination for customers.Capture customer stories and collate feedback through face-to-face interviews, information sessions, consumer surveys, and regular community face-to-face interactions.Identifying customers’ needs and recommending new content to address gaps in the company's current content.Work with the Product Marketing and Online Manager to create assets for Facebook, Google, and other custom ads.Assist product and customer support teams with all content needs, including educational, announcements, and other content. Develop and maintain an ongoing flow of fun and relatable content that can be repurposed across multiple digital properties by leveraging historical events, social context, and current trends.Ensure that content creation/social media strategies are aligned with growth objectives by creating analytics, feedback loops, and reporting metrics.Growth And Experiments:Set up campaigns from conception to defining objectives, execution, tracking, and reporting on customer.ioEnsure metrics from the campaigns are used to champion metrics-driven analysis and decision-making throughout the organization.Set up strategic, analytical, and creative ways to reach customers and increase the relevance of the product.

Team Lead, Customer Success and communications

• Nov 2018 - Feb 2020

Support customer queries and enquiries ;-Monitor product performance in terms of market share and revenue targets.-Propose product recommendations to enable the alignment of products to overall business strategies and directions. -Ensure products are in adherence to organizational guidelines.Support operational process excellence;-Work with operational departments on changes to product or service offerings based on customer trends.-Incorporate internal and external regulatory guidelines to ensure the team is complaint with the regulatory body.-Tailor services based on identified customer segmentation. -Conduct routine risk assessments of customers requests to detect fraud or irregular activities. Report on Issues and provide feedback;-Establish a framework to establish customers issues are resolved.-Determine patterns in escalated issues to define mitigation strategies. - Work with designated departments to resolve customer grievances. Manage Client Interactions;-Define KPI to measure client outreach and engagement.-Access service statistics and prepare detailed reports on the findings. -Implement an effective loyalty program. Maintain Service Delivery Standards;-Establish KPIs to measure service delivery standards. -Ensure services are delivered according to client -specific service level agreements (SLA)-Review lapses in meeting service level agreements (SLA) and develop solutions according to client requirement and organizational capabilities. Coordinate collaborative effort to provide solutions to clients;-Communicate client feedback on service performance to operational teams. -Liaise with key stakeholders in operational teams to endorse mitigation strategies. Communications and Content Management;-Crafting compelling messages across channels of communications.-Creating a monthly newsletter for the team that is shared across the company.-Develop catchy cross-sells used across the team.

Customer Service Support Specialist

• Jan 2018 - Nov 2018

Resolving complaints within the allotted time to meet targets of the customer support team. Giving feedback on issues experienced with the product. Accessing customer’s needs and providing answers quickly or escalating to relevant colleagues.

Computer Science Teacher

• Jan 2017 - Oct 2017

Charged with the responsibility of teaching computer skills to the students. Preparation of lesson notes. Mentoring of students for optimal learning. Charged with the responsibility of teaching computer skills to the students. Preparation of lesson notes. Mentoring of students for optimal learning.

General Manager

• Dec 2015 - 2016

Charged with the responsibility of recruiting, training and supervising staffs, maintaining budgets handling customer's queries and ensuring its smooth operation in compliance with health and safety laws. Charged with the responsibility of recruiting, training and supervising staffs, maintaining budgets handling customer's queries and ensuring its smooth operation in compliance with health and safety laws.

Sales Associate

• Sep 2015 - Dec 2015

Business Secretary

• Jan 2013 - Dec 2014