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Jimoh Kemisola

@jimohkemisola

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Customer Experience Manager at Welup Digital Academy who increased customer satisfaction by 25% in three months.

Nigeria

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At Welup Digital Academy, I monitor NPS, CSAT, and churn metrics using Power BI dashboards. My work contributed to a 25% increase in customer satisfaction within three months, and I partnered with internal teams on outreach strategies that reduced student dropout rates by 20%.

Previously, as a Technical Support Analyst at Welup Digital Academy, I designed and launched a self-service FAQ that reduced inbound ticket volume by 40%. I also built a Power BI churn analysis dashboard and a Google Sheets and Power BI dashboard to track training feedback and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Welup Digital Academy

Jan 2024 - Present (2 years 9 months)

Monitored CX metrics using Power BI, achieving a 25% increase in customer satisfaction and reducing student dropout rates by 20%. Implemented segmentation strategies and managed multiple student cohorts across various programmes.

Power BI NPS CSAT Churn Management Customer Segmentation Stakeholder Communication Data Analysis Customer Lifecycle Management

Technical Support Analyst

Welup Digital Academy

Jan 2023 - Jan 2024 (1 year)

Analysed support ticket data and launched a self-service FAQ that reduced inbound tickets by 40%. Improved response time by 35% and delivered onboarding and training sessions for over 150 students.

Ticket Management SLA Adherence FAQ Development Knowledge Management Process Improvement Customer Training Data Analysis

Intern – Operations & Agritech Analytics

Agro-Park Development Company Ltd

Jan 2019 - Dec 2019 (11 months)

Supported data collection, daily operations reporting, and process improvement initiatives to increase packaging efficiency and reduce turnaround time.

Data Collection Operations Reporting Process Improvement