Customer Success Coach - High Ticket Ecommerce - Remote/USA
(2025-11)
- Coach and support e-commerce students through store buildout, supplier onboarding, and launch readiness; provide structured action plans and accountability.
- Audit student Shopify stores for conversion and compliance (shipping/returns policies, trust signals, checkout experience) and recommend prioritized fixes.
- Troubleshoot Google Merchant Center and Google Ads issues (e.g., misrepresentation, feed errors, disapprovals) and coordinate escalations with internal support teams.
- Create reusable resources and SOPs (outreach scripts, templates, checklists) to improve student outcomes and reduce repetitive support requests.
Onboarding Specialist - High Ticket Ecommerce - Remote/USA
(2023-07 - 2025-11)
- Successfully onboarded over 300 students, achieving a 95% positive feedback rating for clear guidance and exceptional support during the onboarding process.
- Collaborated with cross-functional teams to address student challenges, ensuring timely resolutions to their issues and maintaining positive client relationships, leading to a steady increase in student engagement.
Customer Success Manager - Style In Lagos - Lekki, Lagos
(2021-08 - 2024-03)
- Developed and executed customized onboarding plans for new clients, ensuring a smooth transition and successful adoption of our product/service.
- Analyzed customer usage data and feedback to identify opportunities for upselling and expansion of services, resulting in a 20% increase in account revenue.
- Collaborated with sales and marketing teams to develop customer success materials, including case studies, testimonials, social media posts and best practice guides.
- Streamlined operational processes through the adoption of Artificial Intelligence; implemented cost-effective solutions that improved resource utilization and increased overall profitability.
Customer Support Representative - STI Assets Management Limited Company - VI, Lagos
(2020-02 - 2021-01)
- Responded to and resolved customer complaints via email, calls, and support tickets, ensuring timely ticket resolutions.
- Conducted training sessions to improve staff proficiency in troubleshooting procedures, root cause analysis and applying AI, resulting in a 15% increase in productivity.
- Utilized Salesforce CRM to track customer interactions, manage support tickets, and streamline communication processes, enhancing customer satisfaction.
Customer Support Representative and Web Editor - Dazzle Jewellery - Lekki, Lagos
(2019-07 - 2020-01)
- Applied SQL queries to analyze data from databases, enabling the generation of reports for management decision-making.
- Managed 20+ support tickets daily with a 99.8% success rate, improving ticket management practices which reduced resolution time by 30%.
- Contributed to the implementation of an innovative payment structure in collaboration with the marketing division, resulting in a 35% enhancement in punctual payments; utilized JavaScript, HTML/CSS, REST, and Paystack.
Sales Representative - Malicha Luxury - Lekki, Lagos
(2019-01 - 2019-06)
- Integrated Zendesk CRM as well as email marketing platforms, ensuring steady data synchronization for customers.
- Generated leads through cold calling, networking, and referrals, resulting in a 30% increase in clients within the first year.
- Conducted market research to identify new opportunities for growth and expansion into untapped markets.
Director of Community Relations & Field Engagement - The B.O Foundation (Charity) - Nigerian/Canadian Charity
(2023)
- Engaged in the process of establishing and nurturing relationships with local communities.
- Participated in field engagement strategies during outreach events, ensuring that we effectively met the needs of the children and families we served.
- Participated in outreach programs aimed at improving educational and living conditions in African suburbs.
- Provided financial support and prayers for affected youth and families in societal units.
