Doyin Esan

Customer Service and Community Management professional with 4+ years of experience driving customer satisfaction, retention, and service improvement across digital and service-based environments. Proven ability to manage high-volume customer interactions, resolve complaints, and collaborate cross-functionally to enhance overall customer experience. Skilled in analyzing customer feedback, improving service processes, and implementing engagement strategies that increase retention and loyalty.

Adept at handling sensitive situations with professionalism and emotional intelligence, with a strong focus on delivering seamless, customer-centric experiences.

Community and Program Growth Manager at ThePush (2025-04 – Present)

• Managed and engaged a growing customer community, ensuring consistent communication, support, and relationship building
• Acted as the first point of contact for customer inquiries and concerns, resolving 80–90% of issues at first contact
• Designed and implemented engagement initiatives that improved customer participation and supported retention and repeat engagement
• Gathered and analyzed customer feedback to inform service improvements and enhance overall experience
• Collaborated with internal teams to ensure smooth program delivery and customer satisfaction across all stages

Program Manager / Community Manager at Stutern Limited (2020-04 – 2024-02)

• Managed end-to-end customer experience for a community of 1,650+ users, ensuring seamless onboarding, engagement, and support
• Tracked and reported on customer engagement, satisfaction trends, and service performance to improve decision-making
• Monitored onboarding and engagement metrics to improve customer activation and satisfaction
• Handled and resolved customer complaints, collaborating with product, operations, and instructors for timely resolution
• Prioritized feature improvements and user experience enhancements to optimize learner outcomes
• Designed and executed engagement initiatives (live sessions, check-ins, events), increasing retention and participation by 40%

HR Support / Customer Support at Stutern Limited (2022-04 – 2024-02)

• Supported onboarding processes, ensuring a smooth and positive experience for new users and stakeholders
• Responded to customer and internal inquiries with timely and accurate information
• Maintained organized records of customer interactions and support activities
• Handled sensitive information with confidentiality and professionalism

B.Sc. in Biochemistry – University of Ilorin (2017)