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Work experience

Product Operations Associate

from 01.2022 to now (3 years 7 months)
Nomba, San Francisco (Finance, banking, and insurance)

. Provide support for the product manager to define features and technical user stories.
.Translating product strategies to tasks for development
Facilitating market research.
.Owning and developing strategies/ways to improve the processes involved.
.Analyzing data to make changes that improve the service and increase revenue.
.Build effective relationships with key stakeholders (internal/external) involved in product delivery
.Improved issue resolution time, service reliability, and performance.
.Managing and prioritizing the product backlog

Customer Success Associate

from 07.2020 to 12.2021 (1 year 5 months)
Cosmic Intelligent Labs, San Francisco (Real estate)

• Improved customer engagement by developing and maintaining an ideal user/customer profile that collects user feedback.
• Engaged and built customer loyalty by delivering top-notch customer service when handling all email, phone call, and other digital communications.
• Analysed customer issues, escalated issues that could not be resolved on first call resolution to the backend, followed up
on the resolution, and expedited resolution process.
• Provided platform training and onboarding for new and existing users, which led to acquisition of more businesses.
• Serviced 90% of calls routed to me.
• Improved internal processes and workflow by recommending improvement strategies, and improving communication
system amongst staff.

Customer Support representative

from 07.2018 to 07.2020 (2 years)
Access Bank Plc, Lagos (Bank, Financial services)

• Resolved product or service problems by determining the cause, selecting the best solution, expediting correction and
following up to ensure resolution.
• Identifying cross selling and up selling opportunities to make outstanding profit, identifying prospects for valuable new
business customers, and converting client enquiries to sales.
• Opened checking, savings, certificates of deposit, and individual savings account while assuring all policies and procedures
are held to the highest standards.
• Managed wide variety of customer service procedures to ensure they are conducted to the highest standards.
• Coordinated the issuance of debit/credit card for customers, and ensured optimal function of ATM.
• Successfully managed stock and record keeping of customers’ interactions, transactions, and work instruments.
• Promoted and maintained positive relations with all contacts, customers and prospects to ensure continuous business.
• Assisted in the coaching and training of other staff members.
• Provide support for all the bank’s products such as ATM Cards, Mobile app, Internet Banking, USSD and others.
• Participated in sales and marketing activities for the purpose of meeting branch sales goals and objectives.
• Demonstrating excellent organizational skills with the ability to prioritize workload, and multi-task in a fast pace
environment while maintaining attention to detail.

Intern

from 01.2017 to 05.2018 (1 year 4 months)
Ministry of Environment, Lagos (Environment)

Education

Lagos State University

Zoology, Lagos
Higher, from 2011 to 2016 (5 years)

Knowledge and skills

• Figma
• UX Design
• Social media
• Management skills
• Ability to analyze
• Design
• Product design

Language proficiencies

English — fluent