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Abuja, Federal Capital Territory, Ng

Abuja, Federal Capital Territory, Ng

Tallinn, Estonia

- Supported pre-launch functions such as market research and stakeholder coordination for thelaunch of Bolt Send & Bolt Scheduled Rides in Nigeria.- Expanded Bolt Send operations into new markets, increased rider acquisition, andcontributed to the overall GMV in less than a year post-launch.

- Driving core business insights from available data to suggest A/B tests that drive improvements in execution & experience.- Performing analytics on datasets to identify root causes and trends thereby minimizing cancellation rate by 35% and providing recommendations for optimization.

- Delivered customer support to 70+ clients daily via phone, email, chat, social media and in-person support to resolve client issues and provide customer support for quality issues. - Achieved an average call resolution rate of 95% over 6 weeks.- Communicated findings to management regarding possible problems or areas of improvement in verbal, visual or written formats.

- Migrated a multi-page user website into a user-friendly single-page app, improving customer engagement by 45%. - Partnered with the backend team to develop the front end for a customer’s website that increased user time on a page by 2 minutes ensuring a better user experience for both existing and new customers.- Overhauled the UI for an internal tool to refund customers which helped the Customer Experience team improve refund speed by 20%.

- Prepared educational content including lesson plans, notes, tests and assignments.- Planned and implemented educational activities and events for the students.- Prepared and distributed periodic progress reports.- Organized supplies and resources for presentations and classes.

- Maintained a smooth on-boarding process.- Assisted in developing clear policies and ensuring policy awareness.- Created clear and concise reports.- Maintained and reported on workplace health and safety compliance.- Handled workplace investigations, disciplinary and termination procedures.- Conducted performance and wage reviews.