# Mbani Faith

Mbani Faith is a remote worker on Himalayas, Customer Support / Retention at Axia Africa, based in Nigeria.

Source: https://himalayas.app/@mbanifaith

```text
Customer support and retention professional at Axia Africa who resolved 70% of support tickets and created weekly learner email campaigns.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Salary expectations | 60k+ USD |
| Job categories | Customer Support, Customer Retention Specialist, Customer Support, Customer Support Agent |
| Skills | Customer Support, Customer Retention, Customer issue resolution, Escalation Management, Customer Follow up, Customer satisfaction tracking, Customer Feedback Analysis, Root Cause Analysis, SLA Management, Key Support Metrics, CRM Management, Customer Onboarding, Account Setup, Knowledge Base Management, FAQ Management |
| LinkedIn | https://linkedin.com/in/faith-mbani |

## About

```text
At Axia Africa, I supported customers and learners across phone and email, resolving 70% of support tickets within minutes and maintaining a 5–10 minute average first-response and resolution time.

I created and shared two motivational and educational email campaigns each week to encourage learner engagement and retention. I also helped improve the knowledge base by creating and reviewing FAQs and support documentation.

At Health Ectra, I developed a business case for a web platform designed to improve access to primary healthcare. I used market analysis, surveys, and interviews to incorporate user needs into the case.
```

## Experience

### Customer Support / Retention

Axia Africa. Mar 2025 - Mar 2026

```text
Drove learner engagement through email campaigns and resolved 70% of customer tickets with a 5-10 minute response time. Managed escalations, maintained knowledge base, and provided personalized support to enhance retention.
```

Skills: Customer-Support, Customer-Retention, Email-Campaigns, Knowledge-Base-Management, Escalation-Management, SLA-Compliance, Zoho-Desk, Asana, HubSpot, Intercom, Zendesk

### Business Case Developer

Health Ectra. Jun 2023 - Jul 2023

```text
Developed a comprehensive business case for a health app, conducting market analysis and user research to align features with user needs. Collaborated with healthcare professionals, developers, and designers.
```

Skills: Market-Analysis, User-Research, Business-Case-Development, Collaboration

## Education

### Digital Witch

Customer Support and Customer Success Training, Customer Support

```text
Completed Customer Support and Customer Success Training in 2024.
```

### Alison

Customer Support and Customer Success Training, Customer Support

```text
Completed Customer Support and Customer Success Training in 2024.
```

### Enugu State University of Science and Technology

Bachelor of Agriculture, Animal Science and Fisheries

```text
Bachelor of Agriculture in Animal Science and Fisheries, completed in 2022.
```

## Tech stack

- Intercom
- Zendesk
- Zoho Desk
- HubSpot
- Asana

To contact Mbani, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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