NORAH IKOH

Led CX operations for onboarding, KYC and dispute resolution, implementing an address verification process and managing field teams to verify over 1 million customer addresses while reducing turnaround time and improving compliance.

Managed dispute resolution and onboarding operations, leading a 7-person dispute team, meeting SLAs, reducing operational losses, and optimizing onboarding processes to improve efficiency and customer satisfaction.

Led customer success operations, managing 70+ contact center agents and implementing omnichannel support and tooling (Zendesk, Intercom) to triple the customer base and improve satisfaction.

Managed brand and marketing operations across two locations, led social media and four live events, and executed brand activations with partners like Heineken and Budweiser to increase engagement and revenue.

Applied consumer insights and led cross-functional content initiatives to introduce a premium GTBank product to market, improving engagement, lead generation, and brand visibility.

Planned and executed digital marketing and social campaigns, growing audience ~150% through campaigns like Pulse Cypher and Dance With Pulse while optimizing UX and reporting on ROI/KPIs.

Pursuing a Master's of Business Administration in Global Business with emphasis on international business strategy and leadership.

Completed a Bachelor of Arts in English Language, focusing on language, literature, and communication studies.

Completed a Diploma in Mass Communication with coursework in media, public relations, and communication techniques.