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Adeshina Sherif
Looking for a jobCustomer Experience Specialist
Customer Experience Specialist at Mano, Africa improving retention by 15% through personalized engagement and follow-up strategies.
NigeriaCustomer Experience Specialist at Mano Africa
Experience
Customer Experience Specialist
Serve as a frontline and operational CX stakeholder supporting grocery order fulfilment, payment systems, app functionality, and logistics coordination. Manage 70+ daily customer interactions, achieve 95% issue resolution within 24 hours, and improved customer retention by 15%.
ZendeskSalesforceIntercomFreshdeskCustomer RetentionPayment Issue ResolutionLogistics CoordinationMultichannel SupportSLA ManagementEscalation Management
Customer Support Representative
Handled subscription support, user onboarding, and video playback concerns via chat and email for a leading African streaming platform. Maintained 95%+ CSAT rating through structured troubleshooting and empathetic communication.
ZendeskSalesforceIntercomFreshdeskCustomer SupportTroubleshootingFAQ WritingCSATChurn Reduction
Customer Service & Telesales Representative
Provided customer care and logistics-related support via chat and phone for Nigeria's top e-commerce platform. Handled inquiries related to product delivery, complaints, and upselling relevant products and services.
Customer ServiceTelesalesUpsellingLogistics CoordinationComplaint ResolutionE Payment Support
Technical Support Agent
Offered first-line customer service for DStv subscribers, resolving account, decoder, and payment concerns over calls and live chat. Assisted with subscription upgrades, renewals, and package recommendations.
Technical SupportTroubleshootingLive ChatCall SupportAccount ManagementEscalation Handling
Education
CX Outsourcing Academy
Completed the Operational Customer Support Masterclass for High-volume Delivery Environments in March 2026.
Completed the Operational Customer Support Masterclass for High-volume Delivery Environments in March 2026.
Ace Coterie Consulting
Earned the Customer Service Relation Management (CSRM) certification in July 2023.
Earned the Customer Service Relation Management (CSRM) certification in July 2023.
Ace Coterie Consulting
Earned the Human Resource Management (HRM) certification in August 2023.
Earned the Human Resource Management (HRM) certification in August 2023.
University of Lagos
B.Sc. in Botany from the University of Lagos, completed in 2021.
B.Sc. in Botany from the University of Lagos, completed in 2021.