Joseph Etim Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

Helping to achieve the moonshot of goal of getting 3 million highly trained African tech talents job placement by 2035.

I currently curate promotional content for Web3 companies to help with the growth of their community and the drive for their product adoption while managing user sentiments to remain positive through continuous engagement with updates and programs. As the internet gradually shifts to Web 3.0 which I believe to be the future of the internet it is pertinent to gather the knowledge of the future today. Hence, I am continually opening myself to learning and adapting to change and this has helped me… Show more I currently curate promotional content for Web3 companies to help with the growth of their community and the drive for their product adoption while managing user sentiments to remain positive through continuous engagement with updates and programs. As the internet gradually shifts to Web 3.0 which I believe to be the future of the internet it is pertinent to gather the knowledge of the future today. Hence, I am continually opening myself to learning and adapting to change and this has helped me to successfully collaborate and render exceptional content creation, research writing, moderation, and community management services to notable projects like Solcial a web3 social media platform aiming to eradicate the idea of censorship and decentralize monetization of content for creators. Also, I am onboarded with OasisProtocol, GrizzlyFi, Pontem Network, and Tribal. Show less

Lagos, Nigeria

- Created and modified scripts and macros for customer-facing agents to manage incidence issues arising from technology or process disruptions creating pain points for customer experience.- Managed the data gathering and analysis process for a survey conducted by my organization on behalf of a third-party partnership for 90,000 distributed samples.- Collaborated in producing engaging learning materials for onboarding agents to the call center with over 200 customer service agents… Show more - Created and modified scripts and macros for customer-facing agents to manage incidence issues arising from technology or process disruptions creating pain points for customer experience.- Managed the data gathering and analysis process for a survey conducted by my organization on behalf of a third-party partnership for 90,000 distributed samples.- Collaborated in producing engaging learning materials for onboarding agents to the call center with over 200 customer service agents onboarded so far.- Engaged in root cause analysis to determine the poor retention rate for Jumia prime subscribers and offered a process revamp that increased the re-subscription rate by 50%- Carried out pilot tests to determine the decline in delivery success rate and proffered a process revamp to increase our delivery success rate to meet expected SLAs. Show less

Lagos

1. Handled issues that are not covered by the company's existing policies that may result in litigation and proferred new standard operating processes to tackle such issues which improved our first contact resolution SLA.2. Carried out root cause analysis that resulted in the reduction of compensation expenses to customers.3. Engaged in deep-dives for escalated cases to identify process knowledge gaps and made recommendations to the quality assurance team which led to a reduction in… Show more 1. Handled issues that are not covered by the company's existing policies that may result in litigation and proferred new standard operating processes to tackle such issues which improved our first contact resolution SLA.2. Carried out root cause analysis that resulted in the reduction of compensation expenses to customers.3. Engaged in deep-dives for escalated cases to identify process knowledge gaps and made recommendations to the quality assurance team which led to a reduction in non-compliance. Show less

Lagos, Nigeria

1. Achieved 120 seconds of average handling time month on month making me the agent with the highest answer rate for the inbound team.2. I achieved 100% process compliance across all channels and attained the agent with the best quality compliance score week on week. 3. I attained excellence in handling challenging customers through extensive probing techniques that reduced the rate of ineligible returns and refunds

Nigeria

I am sold on a dream of marketing creatives who have little funding access to market their talent. It is my belief that the internet would be the tool that makes the world smaller and people accessible.

Industrial Relations And Personnel Management, Employment Relations And Human Resource Management, Second Class Upper 4.12/5.0

Nanodegree, Data Analyst

Activities and Societies: The Room Associate Member (ALX) Certificate of completion demonstrating proficiency in Data Analysis which.

National Diploma, Mass Communication/Media Studies

Nanodegree Data Analyst, Data Analysis