Critiview is a platform that helps consumers find verified and trusted local businesses near them in Nigeria and Africa based on people’s reviews.As a product manager, the responsibility of leading the product development process from ideation to launch rests on my shoulders. So far, I have:- Conducted market research using online surveys, interviews, and focus groups to collect data from over 500 potential users and 150 local businesses across different regions and industry in… Show more Critiview is a platform that helps consumers find verified and trusted local businesses near them in Nigeria and Africa based on people’s reviews.As a product manager, the responsibility of leading the product development process from ideation to launch rests on my shoulders. So far, I have:- Conducted market research using online surveys, interviews, and focus groups to collect data from over 500 potential users and 150 local businesses across different regions and industry in Nigeria.- Analyzed the gathered data using qualitative and quantitative methods to understand user behavior, customer needs, market trends and identify key opportunities for product development.- Developed the roadmap for the product from ideation to launch for each phase.- Wrote Product Requirement Documents (PRDs) for the landing page, waitlist feature, and the Minimum Viable Product (MVP) version.- Developed a user-focused product strategy that aligns with the business objectives.- Collaborated with the product designer and software engineers to ensure the quality and consistency of the product development.- Collaborated with the product marketer to develop a go-to-market strategy which resulted to 120% increase in the number of followers across all social media platforms within the first month of marketing. Show less

Wrote high‑quality and error‑free content for clients.

LATOKEN EXCHANGE is a leading crypto exchange that offers fast and secure trading of 500+ cryptocurrencies and tokens.My role as a customer success manager was to guide our clients smoothly from potential buyers to active users, showcasing the benefits of our exchange products and the reputation of our brand, while keeping them happy and loyal.Some of my key achievements in this role are as follows: I• Managed risk of API‑key fraud attack chain on users' accounts through… Show more LATOKEN EXCHANGE is a leading crypto exchange that offers fast and secure trading of 500+ cryptocurrencies and tokens.My role as a customer success manager was to guide our clients smoothly from potential buyers to active users, showcasing the benefits of our exchange products and the reputation of our brand, while keeping them happy and loyal.Some of my key achievements in this role are as follows: I• Managed risk of API‑key fraud attack chain on users' accounts through effective assets monitoring, trading traces, and chain identification.• Monitored, detected, and reported issues with blockchain nodes using Graylog.• Revamped the exchange trust ratings by 60% in less than two months.• Improved the customer retention rate by 25%, oversaw the increase in app ratings from 17th to 2nd on the Google Play Store and appraised overall customer ratings by 45% in the last quarter.• Investigated and reported failed or pending withdrawals to the CTO.• Led the restructuring of the issue complaint escalation model to create standardized procedures and an escalation policy for the B2C team. Show less

As a 2nd-line customer success specialist, I was responsible for providing advanced customer support for complex or escalated issues from the first-line customer success team or others as well as overseeing and improving the P2P process of the exchange. I achieved a 98.6% ticket satisfaction rating in this role where I:• Provided second-level customer support for complex or escalated issues from 1st-Line Customer Success Representatives or other teams.• Built a customer feedback loop… Show more As a 2nd-line customer success specialist, I was responsible for providing advanced customer support for complex or escalated issues from the first-line customer success team or others as well as overseeing and improving the P2P process of the exchange. I achieved a 98.6% ticket satisfaction rating in this role where I:• Provided second-level customer support for complex or escalated issues from 1st-Line Customer Success Representatives or other teams.• Built a customer feedback loop that generated new relationships with leads and increased customer retention by 15%.• Collaborated with the finance and operations team to resolve P2P issues and escalations promptly and effectively.• Maintained relationships with vendors and facilitated the onboarding of 11 new P2P vendors from the Asia region.• Created 15 articles for the support's knowledge base. Show less

During my 9-month tenure in this role, I demonstrated exceptional customer service skills. I resolved a total of 21,000+ customer issues, maintaining a 97% average monthly satisfaction rate and an 18-second average first-response time, outperforming the company’s monthly objective, and was named the employee of the month twice.

As a community manager at LATOKEN, I was responsible for creating and managing the online presence and reputation of the exchange. In this role, I:• Collaborated with designers and the marketing team to implement user interfaces that meet the specifications and requirements of clients.• Created and posted engaging and relevant crypto content for various social media platforms including Twitter, Facebook, and Telegram.• Monitored and responded to comments, questions, and feedback… Show more As a community manager at LATOKEN, I was responsible for creating and managing the online presence and reputation of the exchange. In this role, I:• Collaborated with designers and the marketing team to implement user interfaces that meet the specifications and requirements of clients.• Created and posted engaging and relevant crypto content for various social media platforms including Twitter, Facebook, and Telegram.• Monitored and responded to comments, questions, and feedback from the online communities.• Analyzed and reported on social media metrics and performance using Google Analytics• Organized online webinars, and AMAs to drive community engagement and improve customer loyalty. Show less

MORE is a defunct financial services company that provided investment opportunities in cryptocurrencies and foreign exchange instruments for interested clients. As an intern, I:•Launched content that grew the customer base by 6x over 12 months.• Proposed a new marketing initiative focused on digital campaigns, leveraging the strengths of each medium to effectively reach 500 target audiences per week, resulting in an 18% increase in total revenue.• Created and distributed engaging… Show more MORE is a defunct financial services company that provided investment opportunities in cryptocurrencies and foreign exchange instruments for interested clients. As an intern, I:•Launched content that grew the customer base by 6x over 12 months.• Proposed a new marketing initiative focused on digital campaigns, leveraging the strengths of each medium to effectively reach 500 target audiences per week, resulting in an 18% increase in total revenue.• Created and distributed engaging content for MORE’s target audience, such as blog posts, newsletters, etc.• Implemented marketing campaigns and strategies to promote MORE’s brand awareness, products, and services.• Prepared promotional materials and presentations for MORE’s virtual events and webinars. Show less