At Darey.io, I executed a customer experience strategy that increased CSAT by 15% within six months. I also redesigned the customer journey and support process, reducing customer complaints by 60%.
I built a customer feedback loop and analyzed survey data to identify trends and service gaps. Working with product, engineering, and operations teams, I helped turn customer feedback into fixes that improved Customer Effort Score by 25%.
At FairMoney Nigeria, I led a customer support shift, distributed tickets, and produced monthly agent performance reports. I also tested product features from the customer’s perspective and shared feedback and recommendations.
At Africa Prudential Plc, I handled customer enquiries, complaints, and requests across service channels, providing solutions and clear resolution timelines. Later, as Programs Manager at Darey.io, I coordinated operations, hiring, and delivery for a Federal Government program.
