Nafisat Osimhi

Customer Experience Specialist with over 2 years of experience delivering high-volume customer support across SaaS and digital platforms, with strong exposure to payment-related, account, and onboarding issues. Proven ability to manage 90%+ of customer interactions across CRM systems, resolve complex user issues with an 80% same-day resolution rate, and improve onboarding efficiency and user retention through structured support processes. Experienced in handling 100+ user engagements monthly, escalating sensitive issues appropriately, and collaborating with product and engineering teams to improve system reliability, customer trust, and platform performance.

Client Engagement & Business Support Associate - Winners Circle - Remote, US-Based

(2025-04)

• Managed 100+ client interactions monthly across digital channels, ensuring consistent communication quality and timely resolution of inquiries.
• Supported client acquisition efforts that contributed to a 30% increase in program inquiries through structured outreach and follow-ups.
• Handled end-to-end client journey communication for active users per cycle, improving retention and participation continuity across programs.
• Coordinated communication flow between clients and internal teams, reducing response delays and improving engagement efficiency across support touchpoints.
• Maintained structured engagement systems that improved overall client experience and increased program visibility and conversion performance.

Customer Experience Manager (Business Operations) - Zendtrax Technologies - Remote

(2024-04 - 2025-01)

• Managed end-to-end customer onboarding for ERP users, guiding new clients through account setup, product navigation, and system usage, improving first-week activation and reducing onboarding-related support issues by 30%.
• Handled 90%+ of customer interactions via Intercom, providing real-time support for account access, transaction-related issues, and platform workflows with an estimated 80–85% same-day resolution rate.
• Supported payment and system-related issue resolution by troubleshooting user-reported errors, access challenges, and workflow disruptions within the platform environment.
• Collaborated with engineering and product teams to escalate bugs, document user pain points, and improve system usability, reducing recurring platform issues and improving customer experience.
• Designed and optimized Intercom support workflows for automated assistance (Fin AI integration), improving self-service resolution and reducing repetitive support tickets.

B.Sc. - Entrepreneurship - University of Benin (2018 - 2023)