Part of the founding team that led the pivot from Koa (B2C) to Lotus (B2B).My focus is on building strong relationships, identifying growth opportunities, and driving customer satisfaction and retention.• Administered 40 product research meetings that paved the way for the development of the Lotus payments platform.• Increasing transaction value by 15% month-on-month through cross-selling initiatives, inspiring customers to discover new features like airtime, different payment modes, and Forex.• Achieved a 90% client retention rate by cultivating and sustaining strong, trust-based relationships with key customers.• Managing a portfolio of 35 enterprise customers by conducting monthly check-in meetings to deeply understand their usage and proactively anticipate their needs, therefore unlocking new revenue opportunities.• Delivering training sessions and support to internal teams and customers, ensuring they are fully equipped to leverage new product features and updates.• Crafting captivating newsletters and email campaigns to engage customers and deliver exciting product updates.• Teaming up with the Product and Engineering teams during sprint planning meetings to refine the product roadmap, driven by customer insights and the pursuit of new revenue-generating initiatives.• Authored a monthly article "Voice of the Customer” that summarized customer feedback and steered strategic decisions and product enhancements.

I oversaw the delivery of exceptional customer interactions across all touchpoints, ensuring a seamless and positive experience.I managed and mentored the customer experience team, analyzed customer feedback, and implemented strategies to enhance customer satisfaction and loyalty.• Conducted regular performance reviews and provided constructive feedback, resulting in a 20% improvement in team productivity.• Led and inspired a team of Customer Experience Executives, championing adherence to service excellence and fostering a culture of outstanding customer care.• Delivered expert Level 2 support, tackling complex issues reported by the Customer Experience Executives, ensuring swift resolution and customer satisfaction.• Implemented an escalation matrix to enhance collaboration between Customer Experience and Engineering teams, driving a 30% decrease in resolution time.• Steered 20 product validation sessions with support from the Product team to help build a group savings product. • Maintained an average CSAT score of 8.5 out of 10 by ensuring swift acknowledgement and resolution of customer queries, driving referrals by 10%.

I provided prompt and effective solutions through various communication channels, ensuring usersatisfaction and maintaining product functionality.• Gathered valuable feedback from users, transforming it into actionable bug reports and feature requests, driving continuous product improvement.• Led data-informed decision-making by implementing Zoho Helpdesk and CRM to visualize monthly metrics on resolution time and the client onboarding cycle. • Spearheaded the mobile app signup process redesign, slashing related issues by 50% and significantly enhancing the user experience.• Drove the expansion of the partner network by successfully onboarding 30 new emergency service providers, bolstering our service capabilities.• Crafted an innovative training curriculum and empowered over 50 emergency responders, equipping them to confidently use the mobile app for seamless and effective response coordination.

• Led 10 internal and external advisory sessions on customer journey design, crafting innovative strategies to meet and exceed customer needs.• Conducted rigorous testing and review of platform features, uncovering bugs and unexpected behaviors for the Engineering team to swiftly resolve.• Streamlined new client onboarding by expertly setting up and testing communication channels (SMS, IVR, and USSD), ensuring efficient integration.• Acted as an advisor to senior leadership, providing strategic recommendations based on deep industry knowledge and customer feedback.

I collected and analyzed data, collaborated with cross-functional teams, and recommended improvements to enhance product offerings and achieve business objectives.• Drove bi-weekly sprint planning meetings to refine the product roadmap and ensure we hit our feature release milestones.• Led sprint review meetings where we evaluated outcomes and collected valuable feedback. This fostered a culture of continuous learning and improvement.• Elevated product management initiatives by conducting in-depth user research for new features through interviews and hands-on observation, therefore driving user-centric innovation.• Crafted compelling user stories that highlighted the desired functionality and capabilities of the product, driving impactful development and innovation.• Collaborated with cross-functional teams to align project goals and integrate stakeholder feedback, fueling the success of future sprints and driving innovation.• Led the swift migration and integration of the Musoni loan management system, enhancing data integrity and empowering new users through hands-on training.

I handled customer interactions across various channels, maintained detailed records, and strived to improve service quality and customer satisfaction.• Accelerated new customer onboarding by delivering 5 impactful training sessions each week, resulting in a 15% increase in product adoption and usage rates.• Handled an average of 30 customer inquiries daily through phone, email, and live chat, maintaining an impressive 95% customer satisfaction rate.• Developed comprehensive software documentation and training plans for newly released products and features, empowering users for success.• Launched a feedback system to capture customer insights, driving a 20% enhancement in service delivery.• Collaborated closely with the engineering team by filing bug reports, ensuring swift resolution and rigorous testing for a seamless user experience.• Leveraging Human-Centered Design principles, I contributed to the transformative redesign of the Echo Mobile app, achieving a 15% reduction in time to value for customers.