At CX COEUR (ALX Africa), I support learners across phone, email, and social media, resolving course access, technical, and payment issues. My onboarding and follow-ups increased learner engagement and program participation by 25%.
I also support CRM ticket tracking, escalations, and trend reporting using Zoho and Zendesk. I trained and mentored new team members and coordinated learner support clusters to encourage peer engagement.
Previously, I supported customers at Outcess Solutions Nig. Ltd. (Fairmoney) with loan recovery and product guidance, and at Outcess (Multichoice Group) with DSTV/GOTV subscriber issues and retention. I also worked as an Administrative Assistant at Nigeria Shippers Council, managing scheduling, client communications, and documentation.
