Blessing Ikedinobi

Owned end-to-end customer and learner experience strategy for a global online learning platform, leading remote CX operations and a fully remote team. Reduced onboarding response time from 5-6 hours to under 2 minutes and standardized CX reporting.

Delivered remote customer support for an international luxury jewelry brand, managing inquiries across email, ticketing, and digital channels. Owned end-to-end order support including tracking, modifications, cancellations, refunds, and escalations.

Led a 22-agent customer service team, setting performance targets, monitoring KPIs, and delivering coaching. Prepared weekly and monthly operational reports and acted as escalation point for complex complaints.

Conducted quality audits and performance evaluations across the support team, monitoring communication channels for compliance. Analyzed service metrics and delivered targeted coaching to improve communication and problem-solving skills.

Managed high-volume ticket queues across email, chat, and CRM while maintaining SLA compliance. Provided multi-channel support for product inquiries, payments, and account issues, and resolved escalated complaints.

Managed 100+ daily customer interactions via phone, email, and chat, resolving inquiries and complaints while maintaining high customer satisfaction. Demonstrated strong product knowledge and professionalism, leading to rapid promotion.

Assisted customers with deposits, withdrawals, payments, and account inquiries, ensuring accurate transaction processing and documentation in compliance with banking regulations. Handled sensitive financial information with confidentiality and integrity.

Completed a Product Management certification in 2024.

Completed a Product Management Bootcamp in 2024.

Completed a Virtual Assistant Certification in 2024.

Completed a Financial Modeling & Valuation certification in 2022.

Completed a Proficiency in Management certification in 2019.

Grade: Second Class Honours (Upper Division)

Bachelor of Science in Business Administration with Second Class Honours (Upper Division), completed in May 2018.