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Customer Experience and Insights Manager
Customer Experience and Insights Manager at Tango Brook Technologies Limited who raised CSAT to 92% and onboarding completion to 97%.
NigeriaCustomer Experience and Insights Manager at Tango Brook Technologies Limited
Developed a customer intimacy framework and tiered compensation structure, driving CSAT to 92% and active usage from 60% to 90%. Led voice-of-customer initiatives and journey mapping to improve onboarding completion from 79% to 97%.
Customer Behavioral AnalysisCustomer Journey MappingVoice Of CustomerRetention and LoyaltyCompensation and Incentive Framework DesignCustomer SegmentationCross Functional Stakeholder ManagementData Driven ReportingCRM ToolsOdooFreshdeskAgile and Scrum Methodologies
Conducted onboarding sessions and product demos for corporate clients, and designed a standardized card fulfilment process that reduced production errors by 90% within 3 months. Managed corporate verification and resolved multichannel customer inquiries.
Customer OnboardingProduct DemonstrationsProcess ImprovementRoot Cause AnalysisOperational TrackingCustomer VerificationMultichannel Support
Collected and analyzed customer feedback to identify experience gaps, contributing to a 25% increase in customer retention. Served as subject-matter expert on biometric signing product and partnered with engineering to escalate issues.
Customer Feedback AnalysisCustomer Journey MappingProduct OperationsSubject Matter ExpertiseCross Functional Collaboration
Managed customer inquiries and follow-ups across all touchpoints, collaborating with internal teams to streamline service delivery. Supported go-to-market activities during feature rollouts and documented feedback for improvements.
Inquiry ManagementService DeliveryGo To Market SupportFeedback Documentation
Raised lead-to-customer conversion from 65% to 78% through structured inquiry handling and behavioral follow-up processes. Led feedback and complaint resolution initiatives that improved retention by 85% and trained team members.
Lead Conversioninquiry handlingComplaint ResolutionCustomer Retentionteam training
Bachelor of Engineering in Chemical Engineering from Landmark University, Kwara State, Nigeria, completed in July 2018.
Bachelor of Engineering in Chemical Engineering from Landmark University, Kwara State, Nigeria, completed in July 2018.
Certified Scrum Master (CSM) certification from Scrum Alliance.
Product Management Certificate from Enoverlab.
Freshdesk Product Expert Certification from Freshdesk.
Profile sourced from Himalayas.