Looking for a job

Sophia Ebere-Shepherd

@sophiaebere-shepherd

Customer Experience Manager at Lingawa who developed data-driven engagement campaigns to increase user activation and repeat usage.

Nigeria

Message

At Lingawa, I developed data-driven engagement campaigns and retention strategies to strengthen user engagement across product touchpoints. I also managed projects from planning through execution and worked across teams to improve user journeys.

At RemarkableAI (formerly Chatdesk), I supervised over 80 remote experts and led onboarding and upskilling programs. I used operational data with product and analytics teams to improve workflows and service quality.

At Afrimash Company Limited, I helped plan the Afrimash 2.0 project and improved customer satisfaction by 20% through structured KPIs and departmental OKRs. Earlier, I conducted quality audits at Chatdesk and developed SOPs to support consistent service.

Experience

Work history, roles, and key accomplishments

Customer Experience Manager

Lingawa

Oct 2024 - Jan 2026 (1 year 3 months)

Led cross-functional teams to execute customer retention strategies, drive performance through OKRs, and manage projects from planning to execution. Designed data-driven engagement campaigns to increase user activation and repeat usage.

Customer Retention OKRs Project Management Data Analysis Campaign Engagement Cross Functional Collaboration Remote Team Coordination

EET Manager

RemarkableAI

Aug 2024 - Aug 2025 (1 year)

Supervised over 80 remote experts, ensuring consistent operations and KPI alignment. Implemented coaching and mentoring to improve accuracy and customer satisfaction, and led onboarding and upskilling programs.

Team Leadership KPI Management Coaching Onboarding Operational Data Analysis Payroll Management Remote Team Coordination

Senior Customer Experience Associate

Lingawa

Jun 2024 - Sep 2024 (3 months)

Mentored team members to accelerate ramp-up and drive KPI achievement. Led workflow improvements and introduced automation tools to streamline tasks and enhance response times.

Mentorship Workflow Optimization Automation Customer Insights Escalation Management

Customer Experience Associate

Lingawa

May 2023 - May 2024 (1 year)

Acted as primary contact for students, parents, and tutors, offering tailored educational solutions. Developed onboarding and retention strategies and identified upsell opportunities.

Customer Relationship Management Onboarding Retention Strategy Upselling Cross Selling

Customer Support/Quality Assurance Analyst

Chatdesk

Sep 2021 - Jul 2023 (1 year 10 months)

Conducted quality audits across Zendesk and communication channels to uphold support standards. Developed SOPs and generated insights from QA evaluations to drive process improvements.

Quality Assurance Zendesk SOP Development Data Analysis Process Improvement

Client Support Specialist

Pretsl

Mar 2022 - Jul 2022 (4 months)

Provided client support services remotely, assisting with customer inquiries and issue resolution.

Customer Support remote communication Issue Resolution

Senior Lead, IT Projects & Support

Afrimash Company Limited

Oct 2020 - Jan 2021 (3 months)

Spearheaded Afrimash 2.0 project planning and cross-functional coordination. Monitored project metrics and conducted code testing to ensure platform functionality.

Project Management Cross functional Coordination Code Testing Metrics Monitoring

Senior Lead, Customer Experience & Account Executive

Afrimash Company Limited

Jul 2020 - Sep 2020 (2 months)

Elevated NPS from 4 to 6 through quality support and improved order processing. Trained staff on internal tools like Slack and HubSpot for improved CRM and service delivery.

Customer Experience NPS Improvement Training Slack HubSpot CRM Order Processing

Acting HOD, Customer Experience

Afrimash Company Limited

Apr 2020 - Jun 2020 (2 months)

Improved customer satisfaction of 1.5 million customers by 20% through structured KPIs and departmental OKRs. Designed reporting metrics and led a team of 4 to implement scalable support systems.

KPI development OKRs Team Leadership Reporting Metrics Customer Satisfaction Training

Junior Lead, Customer Experience

Afrimash Company Limited

Aug 2019 - Mar 2020 (7 months)

Delivered timely support and issue resolution to enhance customer satisfaction. Maintained accurate customer records and built long-term trust through open communication.

Customer Support Issue Resolution Record keeping Communication Skills

Administrative Assistant to HOD

The Polytechnic Ile-Ife

Dec 2018 - Aug 2019 (8 months)

Supported student affairs and executive scheduling, reporting directly to the HOD. Handled administrative correspondence and acted as liaison between departments.

Administrative Support Scheduling Correspondence Cross departmental Liaison

Public Relations Officer

The SWAT

Jan 2017 - Sep 2018 (1 year 8 months)

Managed media relations and developed communication strategies for public events. Identified partnership and sponsorship opportunities to boost organization visibility.

Media Relations Communication Strategy Partnership Development Event Coordination