• I built over 65 Surveys templates for Customer Engagement, Art Exhibitions, and new product launches within two months.• I designed 23 customized email engagement templates sent to segmented customer groups.• I resolved over 320 customer complaints and inquiries through all touch points: Chat, social media, emails, and inbound calls, and provided feedback which gave the company a consistent NPS score of 9.• Identify ideal customer journeys as it relates to products and process, Q.A testing thereby reducing gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements.• I liaised with internal teams, (Product, Tech., Marketing, Operations, Sales, and Finance teams) to eliminate gaps in the customer experience, thereby succeeding in over 6 product reviews.• I coordinated weekly communication meetings with internal stakeholders such as the sales teams and other customer-facing teams to identify gaps and opportunities, which gave directions in updating the onsite FAQ.• I Extracted, mined, and presented the visualized report of daily, weekly, and monthly activity on Zoho to top management.• With limits in system functionality, I manually affected the transition of Leeds to contacts and KYC verification, giving new customers access to quick transactions.• I engaged in Measuring and analyzing key customer experiences using the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) matrix. • I drove retention within the ecosystem through customer experience professionalism, decreasing the churn rate by 0.36% within two months.

• I ensure the implementation of standards for ensuring the optimal customer experience in the ecosystem, ensuring the App was customer-centric built.• I designed the required framework to capably operate RESE’s support infrastructure ensuring compliance with the IT team and reducing the need for several sanity tests by 50%.• I ensured the company’s short- and long-term strategy, vision, and mission regarding all stakeholders’ user experience were captured in the URS and implemented as should be to reduce time spent on Technical Review Board (TRB) meetings, cutting meeting schedules by half.• Within the production phase, I ensured I identify ideal customer profiles and mapped customer journeys to identify gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements.• I oversaw the hiring, orientating, and training of RESE’s customer experience team involved in all forms of quality testing, increasing productivity rate by 70%.• I implemented the following Measurement matrix to rate customer experiences delivery: o Net Promoter Score (NPS)o Customer Satisfaction (CSAT)• I championed opportunities to consistently Improve the HDL stakeholders’ experience.

• I developed and executed micro-segmented marketing campaigns that generated 85 million Naira monthly revenue from dormant customers on the network.• I applied Relational/statistical Database Management Systems (RDBMS) (MySQL database) to drive data analytics, google online analytics & marketing activities through robust data mining, modeling, and SQL script writing increasing productivity by over 90%.• I Carried out UAT and Sanity Tests of campaign offers to ensure offers are in line with the design of the following campaign model: P1P0 offers, Try and Buy, BO/BR, Buy2Get1, Nursery Dummy Test, Tag Notification, talk more, Inbound and 100% on Data offers.• I created Customer segmentation models, by profiling usage and Tenure thereby mapping offers.• Levering and extracting optimal value from the system and model.• Planning and strategizing to drive business performance.• I designed and executed pilot campaigns to determine the best approach to campaign deployment, offer development, and campaign scripting before scale-up. This eliminated uncertainty, driving campaign precision accuracy by 90%.• I Monitor and track campaign performance over the campaign lifecycle, reporting gains and tractions, and proposing recommendations to the business based on campaign performance and evaluation.• I assisted in the development, implementation, and measurement of various Below-the-Line campaign programs that focus on customer retention and customer life-cycle management. • Interrelate with IT, in campaign offer design, from start to finish, and with post-launch campaign escalations from Customer Services thereby maintaining campaign offer NPS rating by an average of 90%.

• As a first-level escalation staff, I analyzed and proffered solutions regarding billing, unfulfilled benefits, service, sales, retention, and other issues• I used Backend query resolution, CRM tools such as Oracle Siebel CRM, customer lifecycle management (Tecnotree) ECMS charging system, and agility system for prepaid and post-paid customers.• I lead the report sub-team, in providing for management, and real-life analysis of customer issues, in relation to Location, product, customer segmentation, and usage index, using SQL codes and Excel presentations. This helped the business in root cause analysis which increased weekly total Service-level agreements (SLA) adherent by 90%. • I designed an escalation model, that gave precise customer usage status in real-time, for a Standard Operating Procedure (SOP) manual system resolution thereby increasing the escalations resolution rate by over 300%.• I carried out Post implementation Test (PTI) to check for errors and defects in go-live products, services, and offers, reducing possible Call volume by 90%.• I carry out weekly product huddle sessions, in Eight walk-in stores under me, with the aim of reducing the front-line customer-facing agent’s Knowledge gap. Thus, reducing First Call Resolution (FCR) escalations by 80%.• I escalated only about 21% of escalations received from the front line over to the second-level escalation unit, because of my proficiency and understanding of the BSS and OSS structure in the telecom space. And due to access level limitations.

• As an outbound call team, I interacted with customers to get their NPS ratings for various company’s Products, Services, Offers, telesales, and telemarketer new offerings.• I constantly met my target of 70% contacted matrix daily.• I worked on Data collection and entry of customers’ vital suggestions and complaints.

Routine checks for breakdown and malfunctioning engine parts,changing and repairs of malfunctioning engine or engine parts,Generating relevant reports when necessary. I participated in team initiatives and activities. Ensured adherence to quality standards as agreed within the department and the organization as a whole. I generated relevant report